Overview
Work History
Timeline
Generic

KYLE A. MCFARLANE

Chicago,IL

Overview

19
19
years of professional experience

Work History

Customer Service & Field Operations Associate

Chicago Department of Water Management
06.2012 - Current
  • Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
  • Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction.
  • Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
  • Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
  • Supported customers via email, live chat, phone, and video calls to ensure a seamless multichannel experience.

Sales Representative

Quality Electric Supply
Chicago, IL
02.2010 - 06.2012
  • Collaborate cross-functionally with internal teams to develop innovative strategies and proposals.
  • Advocate for client needs and priorities within the organization, championing their interests.
  • Employ a proactive approach to understanding client objectives and requirements, aligning our services.
  • Utilize strong problem-solving skills and resourcefulness to navigate complex situations.
  • Demonstrated strong attention to detail when documenting customer interactions and followed resolution protocols.

Facilities Maintenance & Customer Service Specialist

Flags Club
Chicago, IL
06.2006 - 02.2012
  • Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
  • Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
  • Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
  • Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
  • Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.

Timeline

Customer Service & Field Operations Associate

Chicago Department of Water Management
06.2012 - Current

Sales Representative

Quality Electric Supply
02.2010 - 06.2012

Facilities Maintenance & Customer Service Specialist

Flags Club
06.2006 - 02.2012

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KYLE A. MCFARLANE