Kevin Persaud

• Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training. Enforced team priorities, and maintained schedules. Coordinated with other departments to maintain a streamlined and productive workflow, and cooperated with senior-level personnel working in marketing and sales.
• Interviewed and hired employees, implemented mentoring programs to promote growth, positive feedback, and engagement. Trained and supervised a team of service staff members to meet business goals by working together.
• Developed and maintained positive relationships with customers to build rapport and trust. Addressed problems head-on and implemented successful corrective actions. Met with customers on occasion to discuss service needs, and offer available solutions to strengthen relations and resolve complaints in a professional and timely manner.
• Maintained accurate records of all service requests, including resolution times and costs incurred. Managed inventory levels of parts necessary for servicing customers' needs. Monitored service performance metrics, and analyzed service reports to identify areas of improvement. Reduced waste and pursued revenue development strategies to keep the department aligned with sales and profit targets.

• Directed & worked successfully with diverse group of team members by establishing task priorities and providing guidance to accomplish goals and address issues related to our services. Leveraged SAMPRO skills to input and compile data gathered from various sources. Developed policies and procedures related to departmental operations ensuring compliance with applicable laws and regulations. Developed action plans with driving personnel to reduce service failure. Stayed informed of logistics technology advances to apply appropriate solutions and improve processes.
• Coordinated daily transportation activities including scheduling, routing, tracking and documentation. Collaborated & dispatched with warehouse and other entities to coordinate physical movement of products between internal and external sites. Relayed information between drivers and recipients regarding ETA and potential delays. Analyzed & prioritized client work orders to plan and execute within client needs and expectations based on contracts. Recognized by management for providing exceptional organizational improvements within division.
• Explained proposed solutions to customers and management through oral presentations and written reports. Displayed strong telephone etiquette, effectively handling difficult calls, identified needs of customers promptly and efficiently, responded quickly to customer inquiries about work order status or changes in schedules, and continuously exceeded customer satisfaction by finding creative solutions to problems.
• Aided with the preparation of presentations for senior management meetings for escalation daily report minimizing percentage of missed action tasks. Developed and maintained relationships with vendors, carriers, and clients to ensure efficient commercial unit repairs. Managed subcontractor activities by reviewing proposals and developing performance specifications.

• Maintained logs, lists and files and promptly completed necessary paperwork. Trained and led apprentices and helpers to increase production levels and meet established goals.
• Read and followed blueprints, diagrams and drawings to fabricate products, produce projects according to specifications. Inspected completed workpieces for conformance to customer standards before shipping out orders.
• Welded, heat treated and repaired worn and damaged equipment to optimize performance. Calibrated machinery to optimize performance according to prescribed standards and specific project needs. Calculated dimensions or tolerances using micrometers or vernier calipers. Monitored & selected appropriate feed and speed of machines during machining process to report problems and required repairs. Modified existing components using advanced machining techniques such as boring, drilling, tapping, reaming.

• Organized packages according to type, size, destination, and other specifications. Transported parcels between loading docks, delivery vehicles, and drop zone areas. Counted number of boxes or units in loading docks to confirm proper completion of work orders.
• Kept up to date on safety procedures and correct lifting techniques to prevent injuries. Applied barcodes to cargo and used digital scanners to track and locate materials during transportation. Resolved conveyor system issues by clearing jams and blockages. Placed bracing, straps and other protective devices onto items in transit to prevent damage.
• Completed day-to-day duties accurately and efficiently. Maintained open communication with team members and stakeholders, resulting in successful project outcomes. Retained updated knowledge through continuing education and advanced training. Planned and completed group projects, working smoothly with others.

• Tracked project schedules and encouraged teams to complete tasks on time while staying on budget. Prepared reports detailing progress against established goals and objectives.
• Determined consumer needs to provide products and services appealing to larger market. Identified needs of customers promptly and efficiently, managed quality control, and maintained high level of customer satisfaction. Maintained composure and productivity in high-pressure environments to facilitate client satisfaction. Worked independently and with other team members to decipher problems and create solutions.
• Avoided costly rework and codes issues through regular inspections of in-progress work and strong project planning abilities. Assessed system operations to identify potential areas requiring maintenance services, engaged in troubleshooting of machinery malfunctions through use of testing instruments and observation of defective equipment, listening and visually analyzing for sources of problems. Diagnosed and troubleshooted malfunctioning machinery to determine cause of breakdowns.

• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs. Retained top talent by authoring and conducting team performance evaluations for corrective action planning. Delivered guidance, training, coaching, and mentoring to call center team members. Communicated effectively with supervisors and other staff members regarding daily operations and safety concerns. Delegated work to staff, setting priorities and goals.
• Performed routine inspections of CCTV systems to ensure proper functionality and optimal performance levels. Notified staff of visitors approaching premises, identifying vehicles or pedestrians scheduled for arrival and deciding on appropriate procedures for engaging unexpected arrivals. Created and maintained records of all emergency response activities. Identified practical and potential problems facing emergency services and implemented realistic and successful solutions. Facilitated communication between Emergency Response Team members and other agencies involved in a crisis situation.
• Responded to customer inquiries and delivered appropriate information after carefully researching issues. Answered, screened, and processed high volume of calls daily with call management system and web-based communications. Investigated & managed customer expectations, difficult or complex inquiries by clarifying needs, identifying options, and recommending products and services. Resolved escalated customer complaints in a timely manner. Updated customer accounts, addresses and contact information within call management databases.
• Supported sales team members to drive growth and development. Cultivated processes and systems to improve efficiency within the department. Facilitated communication between departments to resolve problems quickly.

• Collaborated with sales team members to stay current on inventory levels and resolve item issues. Mentored team members, managed employee relationships, maintained open communication with various departments and stakeholders, resulting in successful project outcomes.
• Provided excellent customer service to resolve customer complaints in a timely manner. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Developed strong customer relationships to encourage repeat business. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Used proven techniques to de-escalate angry customers during telephone interactions. Identified areas of improvement in customer service processes and suggested changes accordingly. Fielded customer complaints and queries, fast-tracking for problem resolution.
• Compile a daily report with drivers to communicate via Google Voice to provide up to date ad hoc estimated loading times. Allocated business to a fleet of drivers to ensure maximized delivery resulted in more timely and efficient deliveries. Utilized automated systems to log and retrieve call information.
• Relayed work orders and information between work crews, supervisors, and field personnel. Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary. Reviewed routes, daily traffic, and weather conditions to adjust plans, meeting daily requirements, and service needs. Oversaw communications within assigned territories.