Kevin Wakefield
Colorado Springs,CO
Summary
Kevin is a highly motivated sales professional that focuses on providing a word class customer service experience to every interaction. Very knowledgeable and demonstrates excellent communication skills to uncover the right solutions for the customer to drive sales and uncover hidden opportunities. Demonstrates a strong focus on building long lasting relationships and will go above and beyond to make sure the customer is satisfied while ensuring company goals are met or exceeded.
Overview
24
24
years of professional experience
Work History
Licensed Real Estate Agent
Colorado Spings
09.2017 - Current
- Managed a Property Management and Real Estate Team with over 300 single family units
- In charge of hiring/onboarding and training new agents, property managers and support staff.
- Creating and maintaining all management agreements, contracts/leases and marketing to ensure compliance with fair housing and the real estate commission.
- Setting up and maintaining relationships with vendors.
Auditing maintenance work orders, tenant move in/ move out and walkthrough inspections, to ensure accuracy, accountability and communication with owners about the condition of the property. - Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Assisted clients in navigating complex real estate transactions, guiding them through every step of the process.
- Built lasting relationships with fellow agents, brokers, attorneys, inspectors, and other industry professionals to create an extensive professional network that benefited clients.
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Implemented effective time management strategies to balance multiple transactions concurrently, resulting in increased productivity and client satisfaction.
Wireless Sales Associate
Go Wireless Verizon
06.2013 - 01.2017
- Focused on retention and handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer to promote return business.
- Maintained a clean and organized sales floor for an inviting shopping environment, resulting in higher foot traffic and sales.
- Assisted customers in troubleshooting technical issues, fostering trust and building long-term relationships.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Increased customer satisfaction by providing personalized product recommendations and comprehensive information on wireless plans and devices.
- Demonstrated expert knowledge of wireless products, plans, and features to effectively address customer needs.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Maximized store revenue by cross-selling complementary products (Pull Through Products) such as Xfinity, Dish Network, phone cases or screen protectors along with the primary device purchase.
- Activated both contract and pre-paid wireless phones by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.
- Operated product tools, equipment, and point of sale terminals.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Assisted and supported training of new sales associates.
- Handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer and the business.
Real Estate Inside Sales Marketing & Consulting
Wakefield Enterprises LLC
10.2006 - 06.2013
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Implemented effective cold-calling strategies to generate new leads and expand the company''s customer base.
- Provided ongoing support to existing clients, addressing concerns and offering solutions to strengthen long-term partnerships.
- Participated in industry trade shows, networking events, and conferences to expand professional connections and promote company offerings.
- Contributed to the creation of promotional materials that increased brand visibility within target markets.
- Maintained an organized pipeline of prospects by utilizing tracking tools and consistently updating records with relevant information about each contact''s progress through the sales cycle.
- Streamlined internal communication processes for increased efficiency in coordinating sales efforts.
Wireless Sales Associate
My Wireless Verizon
11.2005 - 11.2006
- Focused on retention and handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer and the business.
- Achieved consistent monthly sales goals with effective upselling of accessories, warranties, and additional services.
- Maintained a clean and organized sales floor for an inviting shopping environment, resulting in higher foot traffic and sales.
- Assisted customers in troubleshooting technical issues, fostering trust and building long-term relationships.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Increased customer satisfaction by providing personalized product recommendations and comprehensive information on wireless plans and devices.
- Demonstrated expert knowledge of wireless products, plans, and features to effectively address customer needs.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Maximized store revenue by cross-selling complementary products such as phone cases or screen protectors along with the primary device purchase.
- Activated both contract and pre-paid wireless phones by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.
- Operated product tools, equipment, and point of sale terminals.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Assisted and supported training of new sales associates.
Customer Service Specialist
T-Mobile
11.2003 - 10.2005
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Claim Professional
Zurich American Insurance
06.2001 - 08.2002
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
- Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
- Utilized CRM software proficiently to track customer interactions accurately, ensuring seamless handover of cases between team members when necessary.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
- Developed strong relationships with clients through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
- Participated in ongoing professional development opportunities to continuously enhance customer care skills and knowledge.
- Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
- Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
- Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
- Participated in ongoing professional development courses to stay updated on best practices within the industry.
Education
Colorado Real Estate Licence - Real Estate
Kaplan College
Colorado Springs, CO 05.2018 - 05.2018
High School Diploma -
Trapper Creek High School
Darby, MT09-2000
Skills
- Consistently demonstrates a positive attitude an Focus on customer service
- Always eager to help
- Amazing de-escalation and retention skills
- A team player
- Excellent customer service and problem solving skills
- Flexible and adaptable
- Management experience
- Excellent communication and follow up skills
- Computer proficient
- Very organized and focused on time management
Affiliations
- Pikes Peak Association of Realtors
- Active Colorado Real Estate License
Timeline
Colorado Real Estate Licence - Real Estate
Kaplan College
05.2018 - 05.2018
Licensed Real Estate Agent
Colorado Spings
09.2017 - Current
Wireless Sales Associate
Go Wireless Verizon
06.2013 - 01.2017
Real Estate Inside Sales Marketing & Consulting
Wakefield Enterprises LLC
10.2006 - 06.2013
Wireless Sales Associate
My Wireless Verizon
11.2005 - 11.2006
Customer Service Specialist
T-Mobile
11.2003 - 10.2005
Claim Professional
Zurich American Insurance
06.2001 - 08.2002
High School Diploma -
Trapper Creek High School
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