Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kevin Roe

Atlanta,GA

Summary

Personable and dedicated Customer Support Specialist with extensive experience in Remote Support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Business Owner

PureWave Solutions
Atlanta, GA
05.2019 - Current
  • Developed business from ground up and prepares records and operations for smooth handover to future new owners.
  • Developed business plan to secure financial backing from investors.
  • Identified and recruited staff members, including managers and sales personnel.
  • Established marketing strategies, such as social media campaigns, to promote the business.
  • Negotiated contracts with vendors for supplies and services.
  • Monitored cash flow to ensure proper budgeting of resources.
  • Created a customer service policy to ensure customers were satisfied with products or services.
  • Managed inventory levels to meet customer demand while minimizing costs.
  • Ensured compliance with all local laws and regulations related to the business operations.
  • Implemented systems for tracking sales performance and analyzing data trends in order to maximize profitability.
  • Conducted regular meetings with employees to review progress towards company goals.
  • Resolved conflicts between employees or customers in a timely manner.
  • Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
  • Analyzed competitor's pricing and product offerings in order to remain competitive within the market.
  • Developed relationships with key stakeholders, such as suppliers and vendors, in order to secure advantageous terms for the company.
  • Investigated new technologies that could improve efficiency within the organization.
  • Interviewed, trained and supervised employees.

Human Resources Specialist (Remote)

ReSource
Burlington, VT
03.2020 - 03.2024
  • Developed and implemented new employee onboarding process.
  • Reviewed job descriptions, identified necessary changes and updated accordingly.
  • Created training materials for new hires and provided orientation sessions.
  • Conducted exit interviews with departing employees to identify areas of improvement in the organization.
  • Analyzed workforce data to develop strategies that address recruitment needs.
  • Managed applicant tracking system to ensure accurate records of applicants and employees are maintained.
  • Advised management on legal compliance related to employee relations matters such as FMLA, ADA, EEO.
  • Maintained confidential personnel files in accordance with applicable laws and regulations.
  • Assisted in developing policies and procedures for the Human Resources Department.
  • Organized recruitment events such as career fairs and open houses.
  • Developed compensation plans including salary surveys, job evaluations, bonus plans.
  • Drafted offer letters and employment contracts according to company guidelines.
  • Coordinated benefits administration activities such as enrollments, changes, terminations and transfers.
  • Performed audits of payroll records to ensure accuracy of employee information.
  • Provided essential support to address individual HR needs of employees.
  • Established and maintained trusted relationships around organization to optimize business and employee experience.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
  • Analyzed job descriptions and determined recruitment plan, timeline and advertising efforts to fill positions.

Customer Service Representative (Remote)

Asurion
Nashville, TN
02.2015 - 02.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Analyze customer data to determine eligibility for refunds according to company policies and procedures.
  • Collaborate with internal teams such as accounting, finance, legal., to resolve complex refund cases.
  • Train new team members on processes related to issuing refunds.
  • Provide feedback on current processes in order to improve them.
  • Monitor performance metrics such as turnaround time, accuracy rate., related to the issuance of refunds.

Technical Support Representative (Remote)

Netflix,Disney,Marvel,Nickelodeon,BET
Los Angeles, CA
04.2017 - 04.2019
  • Provided technical assistance to customers through phone, email and chat support.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Resolved escalated customer service issues in a timely manner.
  • Assisted customers with new provisioned services

  • Diagnosed system errors and implemented solutions to resolve them.
  • Maintained detailed records of customer interactions and transactions.
  • Identified potential areas for improvement in existing products or services.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Recommended upgrades or additional features that could enhance user experience.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Provided training and guidance to junior staff members as needed.
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Performed regular maintenance checks on customers' systems.

Education

Associate of Science - Human Resources Management

Strayer University
Memphis, TN
03-2024

Certification - Pharmacy Technician

Job Corps
Greenville, KY
04-2017

Skills

  • Customer Services
  • CRM
  • Customer Support
  • Remote Customer Support
  • Customer Empathy Support
  • Remote Client Support
  • Remote Application Support
  • Network Support
  • Remote Technical Support
  • Hardware/Software Support
  • Remote Access Troubleshoot Support
  • Customer Insurance Claims Support
  • Quality Assurance
  • Resources Allocation
  • Business Planning
  • Business Development
  • Talent Allocation
  • Regulatory Compliance
  • Strategic Planning
  • Consultative Sales
  • Inbound and Outbound Calling
  • Remote Call Center
  • Complaint Handling
  • Document Control
  • Administrative Support
  • Order Processing
  • Critical Thinking
  • Technical Support
  • Team Development
  • Follow-up skills
  • Payment Processing
  • Product Promotion
  • Customer Education
  • Computer Proficiency
  • Minute Taking
  • Courteous demeanor
  • Professional telephone demeanor
  • Researching
  • Active Listening
  • Typing 140 WPM
  • Dispute Resolution
  • Multi-Task Management
  • Retail Marketing
  • Problem Resolution
  • Customer consulting
  • Warranty Service
  • Staff Training
  • Call triaging
  • Microsoft Excel
  • 10-Key
  • Microsoft Outlook
  • Microsoft Office Suite
  • Customer Relationship Management (CRM)
  • Order Fulfillment
  • Call Center Operations
  • Sales closing
  • Conflict Resolution
  • Documentation
  • Sales expertise
  • Retail sales customer service
  • Prioritization
  • High-energy attitude
  • Promotional support
  • CRM Software
  • Customer Empathy
  • Retention Resolution
  • Remote Technical Support
  • Web support
  • IT support
  • User support and troubleshooting
  • OSI Model Troubleshooting
  • MS Office Applications
  • Management Development
  • Benefits Administration
  • Training development
  • Pre-Employment Screening
  • Personnel engagement
  • Employee Retention
  • Organizational Development
  • Policies implementation
  • Recruiting
  • Project Management
  • HR program development
  • PeopleSoft HRMS
  • Training and mentoring
  • HRIS applications proficient
  • Diversity and Inclusion
  • Conflict resolution tactics
  • Event Planning
  • Exit Interviews
  • Manager coaching and training
  • Negotiation
  • Benefits administrator
  • Data Evaluation
  • Workplace diversity cultivation
  • Contract Negotiation
  • Job Analysis
  • Tax reporting
  • Payroll and benefits administration
  • Risk Management
  • Complex Problem-Solving
  • Confidential Document Control
  • Vendor Relations
  • HR services
  • Workforce Planning
  • Presentation Preparation
  • Project Planning
  • Background Checks
  • Employee Onboarding
  • Succession Planning
  • Attention to Detail
  • Account development
  • Contract Negotiations
  • Upselling
  • Client Relationship Building
  • Email Etiquette
  • Sales Presentations
  • Cold-calling
  • Appointment Setting
  • Returns and exchanges
  • Upselling strategies
  • Product Knowledge
  • Customer Segmentation
  • Marketing promotions
  • Sales Quota Achievement
  • Contract negotiation expertise
  • Goal-Oriented
  • Shipping coordination

Accomplishments

  • Honor Society
  • Dean's List
  • Excellence in Customer Satisfaction Award
  • Outstanding Performance in Call Resolution Award
  • Top Sales Conversion Award
  • Innovative Problem-Solver Award
  • Customer Loyalty Builder Award

Timeline

Human Resources Specialist (Remote)

ReSource
03.2020 - 03.2024

Business Owner

PureWave Solutions
05.2019 - Current

Technical Support Representative (Remote)

Netflix,Disney,Marvel,Nickelodeon,BET
04.2017 - 04.2019

Customer Service Representative (Remote)

Asurion
02.2015 - 02.2024

Associate of Science - Human Resources Management

Strayer University

Certification - Pharmacy Technician

Job Corps

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Kevin Roe