Kyle Curtis
San Antonio,TX
Summary
Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike.
Overview
24
24
years of professional experience
Work History
Call Center Agent
Maximus Call Center
San Antonio, Texas
09.2022 - 08.2026
- Verified caller information and updated case records in Maximus databases.
- Explained program policies and next-step instructions to callers clearly.
- Escalated complex cases to supervisors using established Maximus procedures.
- Documented call details and resolution notes in customer account files.
- Supported callers with benefit questions, forms, and application status updates.
- Developed strong relationships with customers through effective communication skills.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Managed high volume of inbound and outbound customer inquiries effectively.
- Identified customer needs by asking probing questions and actively listening to responses.
- Maintained call control and efficiently navigated scripts to resolve customer issues.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Assistant Store Manager
Walgreens Boots Alliance
Albuquerque, New Mexico
06.2002 - 09.2022
- Supported Walgreens Boots Alliance store operations and daily front-end workflow.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Supervised team members during opening, closing, and shift change procedures.
- Trained staff on customer service, sales floor standards, and cashier duties.
- Resolved customer concerns and escalated issues using Walgreens service standards.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Monitored inventory levels and coordinated stock replenishment with store leadership.
- Managed cash handling, register audits, and safe reconciliation processes.
- Enforced company policies, safety rules, and loss prevention practices.
- Maintained merchandising displays, pricing accuracy, and planogram compliance.
- Maintained inventory by checking merchandise to determine levels.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
Education
La Cueva High School
Albuquerque, NMSkills
- Call center software
- Script management
- Case management
- Database management
- Issue resolution
- Quality control
- Script compliance
- Analytical thinking
- Dispute resolution
- Detail orientation
- Listening skills
- Oral communication
- Bilingual communication
Timeline
Call Center Agent
Maximus Call Center
09.2022 - 08.2026
Assistant Store Manager
Walgreens Boots Alliance
06.2002 - 09.2022
La Cueva High School