Kevin Paschal
Fort Worth,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
Detail Lead Technician
Park Place Lexus Grapevine
2018.11 - Current
- This position consists of offering exceptional customer service through detailing customer’s vehicles and ensuring outstanding quality
- Position as Lead Technician also consists of managing up to eight other employees, dispatching work to those employees, answering interdepartmental phone calls, and assisting any member of the dealership who may need assistance in detail department
- This position also consists of general clerical duties such as working on a computer with different software systems, and using all Microsoft systems.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Monitored and enforced safety measures to mitigate hazards.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Planned, scheduled, and delegated daily work to team of employees.
Team Lead/Detailer
Freedom Park Valet Services
2016.06 - 2018.11
- Performing complete car washes and/or details on customer's vehicles by following strict set of procedures
- Wiped down and polished interior and exterior surfaces.
- Used cleaning, protective, and restorative agents to maintain and enhance appearance of vehicles.
- Utilized high-pressure washers to clean vehicles and equipment.
- Checked quality of work by thoroughly inspecting interior and exterior for additional cleaning requirements.
- Organized vehicle and equipment storage spaces, removing trash and wiping down surfaces.
- Operated buffers, steamers, hoses, vacuums and other equipment to meet service expectations.
- Cleaned upholstery, rugs and other surfaces by using cleaning agents, applicators and cleaning devices.
- Skills included with this job were: multitasking, time management, working in afast paced environment, working with a team, and self-motivation.
- Followed safety guidelines for cleaning vehicles and equipment.
Emergency Roadside Call Center Specialist
AAA
2017.08 - 2017.12
- Assisted customers by answering 80-100 inbound phone calls per shift, from customers who were in need of emergency roadside assistance.
- I was responsible for ensuring customer's safety on roadway, finding their location using maps, gathering vehicle details and problem, and accurately dispatching a tow truck to assist them.
- Was held to strict metrics and call times and was expected to recommend company approved repair locations.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Freedom Park Valet Services
2016.01 - 2016.06
- This position was an inbound/outbound call center environment where I was responsible for assisting customer's with valet parking reservations for DFW airport.
- I was in charge of maintaining client accounts and records and making any necessary changes to them.
- Responsible for taking credit card payments over phone and updating financial information as necessary.
- I was responsible for selling add-on vehicle maintenance services for customer's vehicles.
- Responsible for handling client concerns and ensure to understand their frustration. Would resolve customers concerns with best solution possible, or escalate it to management if needed.
- Worked closely with team of dispatchers, valets, and managers to ensure perfect customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Lead Server Trainer
Applebee's Grill + Bar
2012.10 - 2015.01
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
Supervisor
Pump It Up
2010.03 - 2012.09
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
Education
Bachelor of Science in Sociology -
Texas Woman’s University
Denton, Texas01.2021
Associate of Arts -
Tarrant County College
Fort Worth, Texas05.2015
Skills
- Account Management
- Customer Relations
- Report Preparation
- Staff Training
- Sales Expertise
- Microsoft Word
- Microsoft Excel
- Credit Card Payment Processing
- Active Listening
- Conflict Mediation
- Call Center Operations
Career Overview
Detail-oriented, people person that has experience as a Supervisor, Team Leader, Customer Service Representative, Server, Certified Trainer, and Detailer. I have many years of experience in team leadership, customer service and relations, account management, communications, data entry, sales, and cash handling/transactions.
Timeline
Detail Lead Technician
Park Place Lexus Grapevine
2018.11 - Current
Emergency Roadside Call Center Specialist
AAA
2017.08 - 2017.12
Team Lead/Detailer
Freedom Park Valet Services
2016.06 - 2018.11
Customer Service Representative
Freedom Park Valet Services
2016.01 - 2016.06
Lead Server Trainer
Applebee's Grill + Bar
2012.10 - 2015.01
Supervisor
Pump It Up
2010.03 - 2012.09
Bachelor of Science in Sociology -
Texas Woman’s University
Associate of Arts -
Tarrant County College
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