Summary
Overview
Work History
Education
Skills
Timeline
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Steven Knowlton

Albuquerque,NM

Summary

Adept at problem-solving and showcasing a strong work ethic, I significantly enhanced customer satisfaction and exceeded performance metrics at Dreamstyle Remodeling Inc. Leveraging skills in technical support and effective multitasking, I excel in fast-paced environments, consistently delivering exceptional customer service and support.

Overview

10
10
years of professional experience

Work History

Scheduling Coordinator

Dreamstyle Remodeling Inc.
11.2020 - Current
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Banking Customer Service Representative

Alorica
02.2019 - 09.2020
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
  • Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
  • Tailored banking solutions to customer needs, strengthening client relationships and loyalty.
  • Bolstered client trust with thorough explanations of account features and benefits.

Sales Representative

ADT Security Systems
01.2018 - 02.2019
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
  • Cultivated deep understanding of product features to answer questions and overcome objections.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
  • Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.

Banking Specialist

Bank of America Call Center
03.2017 - 01.2018
  • Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
  • Increased customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
  • Investigated and resolved account issues by offering applicable options to customers.
  • Presented products and services to customers using in-depth knowledge to answer questions.
  • Opened new accounts and made changes to existing accounts.
  • Maintained up-to-date knowledge of regulatory changes, ensuring all banking activities complied with new laws and guidelines.

Customer Service Representative

Verizon Wireless Corporation
11.2014 - 12.2016
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over the phone

Education

Bachelor of Science - Cyber Security

Purdue Global University
West Lafayette, IN
09.2026

Skills

  • Problem-Solving
  • Strong Work Ethic
  • Data Entry
  • Customer relations understanding
  • Critical Thinking
  • Effective Multitasking
  • Customer service and support
  • Technical Support
  • Phone and Email Etiquette
  • Decision-Making
  • Verbal and written communication
  • Time management skills

Timeline

Scheduling Coordinator

Dreamstyle Remodeling Inc.
11.2020 - Current

Banking Customer Service Representative

Alorica
02.2019 - 09.2020

Sales Representative

ADT Security Systems
01.2018 - 02.2019

Banking Specialist

Bank of America Call Center
03.2017 - 01.2018

Customer Service Representative

Verizon Wireless Corporation
11.2014 - 12.2016

Bachelor of Science - Cyber Security

Purdue Global University

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Steven Knowlton