Summary
Overview
Work History
Skills
Timeline
Kyle Brousseau

Kyle Brousseau

Smithfield,RI

Summary

Forward-thinking Call Center leader dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.

Overview

19
19
years of professional experience

Work History

Sr Customer Service Rep

CVS Health
04.2023 - Current
  • Created tracking system for escalations from the Executive Office which monitored ongoing escalations for resolution progress.
  • Built email process from creating boxes, templates, and training on working emails.
  • Assisted in calibration meetings with vendors and quality assurance.
  • Trained other leads on department tasks.
  • Assisted in testing updated system functionality.
  • Assisted in developing strategies to improve the overall customer experience.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Collaborated with other departments such as Training , Marketing, and Technical Support.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Documented processes and procedures related to departmental operations and activities.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Investigated customer complaints and identified root cause of the issue.
  • Interfaced with internal departments to ensure timely resolution of escalated cases.

Sr Customer Service Rep

CVS Health
05.2019 - 04.2023
  • Agent Performance and Improvement.
  • First point of contact for agent inquiries and researching and resolving escalated customer calls.
  • Provide call center employees with guidance in handling difficult or complex problems, or in resolving escalated complaints.
  • Ensuring that management and agents work in cooperation to achieve a maximum level of customer satisfaction.
  • Assist in building and maintaining a productive team.
  • Assists with the improvement of performance through the mentoring of agents.
  • Develop and mentor new employees.
  • Monitoring each agent's performance and scaling their growth after certain intervals of time.
  • Motivating agents and encouraging them to work beyond their limits to achieve a preset goal through feedback and communication.
  • Customer Interactions: Responds to agent-escalated customer calls, resolves problems and issues.
  • Handling critical situations and coming up with a perfect resolution to the issues.
  • Worked through escalations involving customers and employees (call center agents) Call Center Business Functions: Completes routine functions critical to the successful operation of the business
  • Participate in special assignments and/or projects.
  • Created and updated job aide for the Call Center department, which was added to the company intranet site.
  • Research trending problems and issues, working closely with supervisor to resolve.
  • Assists in determining escalations and communication of program issues and trends.
  • Partners with other departments to resolve customer issues in a timely manner.

Rep II Call Center

CVS Health
04.2017 - 05.2019
  • Respond and research requests from customers via telephone and e-mail
  • Answer all phone calls and emails ensuring that security and confidentiality are maintained for all customers
  • Accurately complete and submit all types of orders as well as record notes to customer accounts to provide detailed account history
  • Accurately document all call information according to standard operating procedures
  • Provide assistance with CVS.com account creations and updating existing customer information
  • Research issues using available resources
  • Provide assistance with web site/mobile app navigation and placing web/mobile orders
  • Provide assistance with setup of Rx Management/Caregiver
  • Provide assistance with Prescription filling for both in-store and Home Delivery
  • Identify and escalate priority issues thru ticketing application
  • Provide company and product information
  • Follow defined policies and procedures to provide a consistent level of excellent customer service
  • Follow up customer calls where necessary
  • Follow up with local CVS store for patient to ensure script is ready as promised when necessary
  • Other related duties and projects as assigned to support the business.

Contact Center Service Specialist II

Citizens Bank
01.2009 - 01.2013
  • Respond to customer inquiries in an accurate and efficient manner, and consistently ensure world-class service.
  • Maintain customer relationship through outstanding service.
  • Maintain knowledge of Citizens Bank products, services, promotions, and services.

Immediate Customer Response Specialist

Citizens Bank
01.2008 - 01.2009
  • Provide support to call center service specialists.
  • Manage and document escalated customer issues to ensure timely resolution of customer problems.
  • Handle sensitive 'takeover' calls.
  • Provide support/coaching to call center agents with clarification of policy, procedures, product information, and system navigation to improve customer experience.
  • Provide support on new call center initiatives and projects as subject matter experts.

Contact Center Service Specialist I

Citizens Bank
01.2006 - 01.2008
  • Respond to customer inquiries in an accurate and efficient manner, and consistently ensure world-class service.
  • Maintain customer relationship through outstanding service.
  • Maintain knowledge of Citizens Bank products, services, promotions, and services.

Skills

  • Escalation management
  • Call Control
  • Cross-Functional Collaboration
  • Customer Support
  • SOP Writing
  • De-Escalation Techniques
  • Team monitoring
  • Quality Assurance
  • Complaint resolution
  • Process Optimization
  • Staff Training
  • Documentation Review

Timeline

Sr Customer Service Rep - CVS Health
04.2023 - Current
Sr Customer Service Rep - CVS Health
05.2019 - 04.2023
Rep II Call Center - CVS Health
04.2017 - 05.2019
Contact Center Service Specialist II - Citizens Bank
01.2009 - 01.2013
Immediate Customer Response Specialist - Citizens Bank
01.2008 - 01.2009
Contact Center Service Specialist I - Citizens Bank
01.2006 - 01.2008

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Kyle Brousseau