Kevin Turtell
Lindenhurst,NY
Summary
Accomplished Lead Product Support Specialist at SupplyHouse.com, recognized for successfully training teams and implementing product strategies that enhance customer experience. Expertise in residential plumbing and HVAC systems, with a proven ability to develop efficient product support operations. Demonstrated excellence in documentation and teamwork fosters seamless collaboration across functions and strengthens vendor relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Product Support Specialist
SupplyHouse.com
Melville , NY
03.2017 - Current
- My day-to-day role is ensuring the proper coverage for the product support phones, handling any customer escalations with customer experience and effective resolution in mind.
- Advised senior management on best practices for product support operations.
- Developed a product strategy and roadmap for the introduction and training of new products for the team.
- Maintained relationships with vendors for the procurement of resources required for product assistance.
- Maintained up-to-date knowledge about changes in industry regulations that may affect product support services.
- Addressed customer complaints promptly and professionally.
Product Support Specialist
SupplyHouse.com
Melville , NY
07.2015 - 03.2017
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
- Addressed customer complaints promptly and professionally.
- Collaborated with cross-functional teams on feature development initiatives.
- Developed product training materials and conducted user training sessions.
- Maintained up-to-date knowledge of company products and services by attending internal trainings.
- Collaborated with professionals to provide support specifications and resources to address end-user service requests.
Customer Service Specialist
SupplyHouse.com
Melville, NY
03.2015 - 07.2015
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Processed returns, refunds, and credits according to company policies and procedures.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
Education
Bachelor of Arts - Criminology
Immaculata University
Immaculata, Pennsylvania05-2011
Skills
- Visual inspection
- Documentation skills
- Product inspection
- Hot Water Heating and HVAC System
- Residential plumbing
- Training facilitation
- Curriculum planning and implementation
- Public speaking
- Learning skills development
- Strong teamwork
Affiliations
- Volunteer Firefighter with Lindenhurst Fire Department 12 years
Certification
- AO Smith Certified Residential Water Heater Technician
- AO Smith Certified Residential Tankless Water Heater Technician
- AO Smith Heat Pump Water Heater Certification
Timeline
Lead Product Support Specialist
SupplyHouse.com
03.2017 - Current
Product Support Specialist
SupplyHouse.com
07.2015 - 03.2017
Customer Service Specialist
SupplyHouse.com
03.2015 - 07.2015
Bachelor of Arts - Criminology
Immaculata University
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