Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Kevon Lewis

Houston,TX

Summary

Dynamic and accomplished Customer Experience Leader with a deep-rooted commitment to delivering excellence across every touchpoint of the customer journey. Known for expertly resolving complex concerns with professionalism and empathy, while fostering trust, loyalty, and satisfaction. Possessing advanced Excel skills and a strategic mindset, I bring a proven ability to lead high-volume support operations, streamline processes, and implement impactful solutions that elevate both customer and team performance.

With a strong foundation in coaching, onboarding, and talent development, I take pride in mentoring new hires and cultivating high-performing teams rooted in accountability and service excellence. A persuasive communicator and thoughtful collaborator, I thrive in fast-paced environments where adaptability, integrity, and leadership are paramount. My mission is to champion meaningful experiences that not only resolve issues but build lasting connections between companies and the people they serve.

Overview

9
9
years of professional experience

Work History

Executive Resolution Specialist

Sunnova Energy
07.2022 - Current
  • Proficient in utilizing Salesforce software systems for daily operations.
  • Multitask by using multiple systems simultaneously.
  • Manager of social media platform: Better Business Bureau (BBB).
  • Experienced in scheduling solar system services and coordinating appointments.
  • Skilled in using Excel and OneNote to effectively manage and organize caseloads.
  • Manage and resolve customer complaints via social media with timely updates and resolutions.
  • Developed and implemented effective solutions for resolving client-escalated concerns.
  • Handle high-volume inbound and outbound calls with professionalism and efficiency.
  • Confirm and coordinate service appointments for customers.
  • Perform daily data entry tasks, including completing payment request forms and documenting customer interactions and account details.
  • Generate and analyze end-of-day reports to track case closures and client interactions.
  • Train and mentor new hires, ensuring a smooth onboarding process.
  • Quickly adapt to a fast-paced and evolving work environment to maintain operational efficiency.
  • Designed and implemented email templates to enhance customer communication clarity and effectiveness.
  • Assist customers in understanding utility bills and conducting thorough billing analyses.
  • Educate customers on solar energy systems, including functionality and benefits.
  • Build strong rapport and maintain daily connections with customers to foster trust and loyalty.
  • Provide service quotes and process payments through Salesforce payment systems.
  • Keep customers informed on case updates, delinquent balances, and tailored resolution options.
  • Educate customers on the terms and conditions of their solar agreements to ensure transparency.
  • Excellent interpersonal and relationship-building skills to create positive customer experiences.
  • Proficiency in using software and tools for data analysis and reporting.
  • Experience with internet software and Windows operating systems, including proficiency in Word and Excel for creating presentations and reports.
  • Educate customers on the terms of their solar agreements.

Chase Collection Call Center Specialist/ New Hire Trainer/ Team Lead

ARS National Services
Houston, TX
11.2020 - 04.2022
  • Collected on delinquent accounts and established over 1000 payment plans.
  • Utilized software system (CUBS) to manage delinquent accounts and payment plans.
  • Effectively handled over 15,000+ escalated inbound & outbound calls throughout my tenure at ARS National Services.
  • Performed skip-tracing duties.
  • Utilized multiple computer systems simultaneously to drive excellent customer service.
  • Performed data entry tasks with precision and accuracy.
  • Negotiated with customers to form payment arrangements to accommodate their budgets and resolve their delinquent accounts.
  • Handled customer complaints urgently and escalated them to the proper internal departments.
  • Ability to warm and cold transfer calls to the appropriate department promptly.
  • Maintain PCI Compliance.
  • Maintained a clean, tidy, and neat workspace to optimize my performance and stay organized.
  • As a collections team lead, I trained new hires on the importance of compliance with the Fair Debt Collection Practices Act (FDCPA). I also focused on helping them develop effective communication skills and implement empathy when engaging with customers regarding their delinquent accounts.
  • Led new hire call calibrations and provided the proper feedback on areas of opportunity.
  • Maintained clear and accurate documentation of customers' accounts.
  • Scheduled follow-up calls and interactions with customers regarding their accounts.
  • Assisted consumers with finding funds and identifying appropriate vehicles of payment.
  • Obtained overdue balances by contacting customers via telephone and approved written correspondence.
  • Identified outstanding debts in need of collection actions by keeping track of assigned accounts.

Restaurant server

Taco Bell
Houston, TX
06.2019 - 09.2020
  • Maintained a clean and presentable front counter by using slower periods effectively to restock and wipe down surfaces.
  • Kept drawer accurate by correctly processing cash, card, and mobile payments.
  • Guided customers through the order selection process by offering advice on menu items and ingredients.
  • Operated cash register proficiently, including inputting discounts and changing and deleting orders when necessary.

Restaurant server

Sonic
Huntsville, TX
02.2018 - 03.2019
  • Balanced and delivered trays with food and beverage orders to customers while on roller skates, enhancing guest entertainment.
  • Sold specials and promotional items daily to exceed sales goals.
  • Inspected all orders prior to delivery, ensuring consistency in presentation and quality.
  • Collaborated with coworkers and managers to exceed sales goals by 90%.

Customer Service Representative

Kroger
Houston, TX
02.2016 - 01.2017
  • Processed bill pays, lottery ticket sales, and renewed customers' car tags.
  • Conducted Western Union transfers and sold money orders.
  • Processed product exchanges, returns, and refunds.
  • Loaded green dot cards and activated store gift cards.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Education

Bachelor of Science - Public Health and Safety

Sam Houston State University
07.2021

high school diploma -

Evan E. Worthing High School
06.2015

Skills

  • Effective verbal communication
  • Professional writing skills
  • Problem-solving
  • Collaborative negotiation techniques
  • Effective time management
  • Strong organizational abilities
  • Building customer rapport
  • Effective team collaboration
  • Proficient in Microsoft Word
  • Advanced Excel skills
  • Experienced in utilizing Microsoft OneNote
  • Customer engagement
  • Project planning
  • Conflict resolution skills
  • Quickly adjusting to change
  • Call handling
  • Payment processing
  • Social media management
  • Report generation
  • Billing analysis
  • Telephone etiquette
  • Training and teaching
  • Team building

Timeline

Executive Resolution Specialist

Sunnova Energy
07.2022 - Current

Chase Collection Call Center Specialist/ New Hire Trainer/ Team Lead

ARS National Services
11.2020 - 04.2022

Restaurant server

Taco Bell
06.2019 - 09.2020

Restaurant server

Sonic
02.2018 - 03.2019

Customer Service Representative

Kroger
02.2016 - 01.2017

Bachelor of Science - Public Health and Safety

Sam Houston State University

high school diploma -

Evan E. Worthing High School

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