Kylan Black
Murfreesboro,TN
Summary
Dynamic professional with a proven track record at Asurion, excelling in customer service and technical support. Adept at problem-solving and enhancing client satisfaction, I consistently deliver exceptional results, maintaining a 95%+ customer satisfaction rating. My strong communication skills and adaptability drive revenue growth and foster positive client relationships.
Overview
5
5
years of professional experience
Work History
Remote Client Account Specialist
Concentrix
Remote
06.2024 - Current
- Providing prompt, accurate solutions for payment and refund inquiries, ensuring a positive customer experience.
- Collaborating effectively with a diverse team to address and resolve technical issues efficiently.
- Leading remote troubleshooting sessions, guiding customers through setup and resolution steps, and improving client satisfaction.
- Continuously monitoring performance metrics to maintain a high level of service quality.
Student Financial Services Advisor
Automated Collection Services, Inc. (ACSI)
Murfreesboro, Tn
07.2022 - 06.2024
- Delivering high-quality service by analyzing, isolating, and resolving complex federal student aid issues
- Multitasking across multiple platforms and systems to provide accurate information and solutions in a timely manner
- Explaining intricate federal aid processes to students, ensuring clarity and understanding while enhancing customer satisfaction through providing consistent, outstanding customer service and support
- Recognized for delivering consistent, outstanding service
Senior Technical Solutions Specialist
Asurion
Antioch, Tn
12.2019 - 07.2022
- Diagnosing and resolving a broad spectrum of technical issues, ensuring minimal disruption to customers
- Guiding customers through troubleshooting steps, improving their understanding and confidence in their products
- Educating customers on additional products and services, driving upsell opportunities and enhancing customer engagement
- Consistently recognized for delivering exceptional customer support in high-pressure situations, maintaining a 95%+ customer satisfaction rating
Education
Bachelor of Business Administration - Entrepreneurship
Middle Tennessee State University
Murfreesboro, TN05.2019
Skills
- Customer Service Expertise
- Problem-Solving & Conflict Resolution
- Technical Support & Troubleshooting
- Communication & Interpersonal Skills
- Multitasking & Time Management
- Revenue growth
- Adaptability
- Account administration
Accomplishments
- Consistently recognized for maintaining a 95% or more customer satisfaction rate at Asurion.
- Received consistent positive customer reviews via surveys when working at ACSI.
Timeline
Remote Client Account Specialist
Concentrix
06.2024 - Current
Student Financial Services Advisor
Automated Collection Services, Inc. (ACSI)
07.2022 - 06.2024
Senior Technical Solutions Specialist
Asurion
12.2019 - 07.2022
Bachelor of Business Administration - Entrepreneurship
Middle Tennessee State University
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