Salesforce
Kevin Scott
Klamath Falls,Oregon
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating. As well as a history of excellent customer relations aptitude and relationship-building skills. Specialized in talent cultivation, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Representative
THD Credit Services - Citi Bank
Boise, Idaho
09.2018 - 07.2020
- Trained and developed personnel to improve efficiency, employee relations and resolve Technical Support issues.
- Effectively supervised a team of 15 by implementing company policies, team-building techniques, and talent cultivation.
- Took initiative in developing and leading a training seminar, coaching for the management of Technical Support calls, which was later incorporated into the onboarding of new employees.
Customer Service Representative
First Call Resolutions
Grants Pass, Oregon
08.2016 - 07.2018
- Recruited and developed 15 employees for chat support effectively enough that the contractors in-house chat support team was downsized in favor of the employees I trained.
- Tracked, prioritized and organized defects with Jira, working with development team to facilitate timely corrections.
- Oversaw high profile projects by planning and designing programming solutions to fit company needs via API.
Student Senator
Rogue Community College All Student Government, Grants Pass
, Oregon
08.2015 - 06.2016
- Served on student senate committee and listened to presentations from students, organizations and other parties.
- Worked as Director of Clubs and Organizations to 8 clubs averaging 15 members each, and was the liaison between them, faculty, and various local organizations.
- Organized and oversaw an average of 8-10 events per month in what was considered the most effective year for clubs and organizations in the campus history.
Education
High School Diploma -
Illinois Valley High School
Cave Junction, OR 01.2010 - 01.2013
No Degree - Computer Science And Programming
Rogue Community College
Grants Pass, OR 08.2015 - 06.2016
Skills
Staff education and training
Documentation proficiency
Program leadership
API design knowledge
HTML proficiency
Accomplishments
- Achieved 1 minute average call time reduction for a department of 100 personnel in Technical Support calls through effective training techniques.
- Fulfilled managers responsibilities on top of phone support workload for a team of 30 from September to March while the manager was on a leave of absence.
- Maintained low turnover for any team I've worked with regardless of company through morale-building and positive employee relations.
Software
Jira
Zendesk
Google and Microsoft Office Suite
Site builders (ex Squarespace)
Timeline
Customer Service Representative
THD Credit Services - Citi Bank
09.2018 - 07.2020
Customer Service Representative
First Call Resolutions
08.2016 - 07.2018
Student Senator
Rogue Community College All Student Government, Grants Pass
08.2015 - 06.2016
No Degree - Computer Science And Programming
Rogue Community College
08.2015 - 06.2016
High School Diploma -
Illinois Valley High School
01.2010 - 01.2013