Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
Generic
KEVIN M. POST

KEVIN M. POST

Pine,CO

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Additionally, over 10 years of impeccable customer service experience in both English and Spanish. Licensed broker-dealer with proven success in recommending appropriate financial plans based on accurate data collection, financial monitoring and business strategizing. Expertise includes financial analysis and reporting, contract management and forecasting. Develops and maintains high standards of quality and issue resolution through effective financial planning. Adept at utilizing top-of-the-line communication skills to build and foster long-term relationships.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Workforce Management Analyst

Empower Retirement
01.2020 - Current
  • Forecasting customer and participant engagement while ensuring efficient scheduling, routing profiles, skilling, licensing and training throughout all segments of correspondence and participant service teams.
  • Rapid communication with web development and IT departments when outages occur to ensure service levels remain stable.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Produced and updated documents, reports and tracking spreadsheets using Excel, AWS, and Verint.
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees.

Technical Support, Customer Care/Manufacturers Liaison

Henry Schein – Custom Milling Center
06.2019 - 12.2019
  • Precise communication and documentation between the sales team, doctors, lab representatives and all manufacturing departments
  • Created a fix for a new software program that automated a procedure that increased production and resulted in cost savings of reduced overtime of approximately $40,000 annually
  • Specialist role in quality control of incoming scan data and post-processed restorations
  • Lead role in trouble shooting of software and manufacturing equipment
  • Provide training and technical support for dental laboratory and clinical practices regarding scan, design and usage of guided prosthetics.
  • Submitted service tickets for equipment maintenance requests.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.

Dental Technical Support Agent

Henry Schein – Zahn Dental
01.2017 - 06.2019
  • Utilized clinical and laboratory dental CAD/CAM hardware and other manufacturing processes to produce dental prosthetics and medical devices
  • Proficient in software technical support, training and troubleshooting
  • Software used daily include Zendesk, Slack, Microsoft Excel, 3Shape Dental System, TRIOS, Millbox, Sum3D, Amann Girrbach Ceramill/ExoCAD
  • Hardware used daily include Roland DGA, Formlabs, Amann Girrbach Ceramill Motion/Mikro, Sintra Plus and Dentsply Sirona MCXL.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Roadside Assistance Agent - Bilingual

Enterprise Rental Car
01.2016 - 12.2016
  • Bilingual Roadside Assistance
  • English and Spanish language emergency dispatcher and roadside assistance
  • Frequent communication with clients, insurance agencies, car rental offices, police departments, tow companies and AAA dispatchers under time sensitive and stressful scenarios
  • Consistent high-quality scores from quality assurance and customer feedback.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Bilingual Sales Counselor

Universal Orlando Resort
06.2013 - 10.2014
  • Consistently achieved top ticket sales and vacation planning goals for both English and Spanish speaking guests
  • Earned special assignment to work with public relations team for the grand opening of The Wizarding World of Harry Potter Diagon Alley.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Increased sales by offering consultation on products and services and applying customer service and upselling techniques.

Retail Sales Representative

Travel Country
09.2007 - 01.2016
  • Traveled to assist manufacturing reps with shows and product demos
  • Customer service.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Recommended merchandise to customers based on needs and preferences.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.

Education

Associate of Science - Computer And Information Sciences

Red Rocks Community College
Denver, CO
05.2026

Skills

  • Microsoft Office Suite with advanced Excel Certification from Udemy
  • Workforce Improvements
  • Call Routing
  • Report Writing
  • Confidential Records Management
  • Setting Schedules
  • Automation Tools
  • Staffing Requirements
  • Analyzing Patterns
  • Staffing Patterns
  • Customer service
  • Critical Thinking

Affiliations

FINRA licensed bilingual representative with advanced knowledge of retirement and investment planning and procedures. Previously worked with clinical and laboratory dental technologies. Possess excellent customer service and communication skills. Thrives in collaborative environments no matter how arduous the circumstances. Recognized by management for superior performance and accomplishments.

Certification

  • Licensed broker-dealer FINRA series 6

Languages

English
Native or Bilingual
Spanish
Native or Bilingual
Turkish
Limited Working
Russian
Elementary

Timeline

Workforce Management Analyst

Empower Retirement
01.2020 - Current

Technical Support, Customer Care/Manufacturers Liaison

Henry Schein – Custom Milling Center
06.2019 - 12.2019

Dental Technical Support Agent

Henry Schein – Zahn Dental
01.2017 - 06.2019

Roadside Assistance Agent - Bilingual

Enterprise Rental Car
01.2016 - 12.2016

Bilingual Sales Counselor

Universal Orlando Resort
06.2013 - 10.2014

Retail Sales Representative

Travel Country
09.2007 - 01.2016

Associate of Science - Computer And Information Sciences

Red Rocks Community College

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KEVIN M. POST