Kyle Perry
Roseburg,OR
Summary
Passionate Trainer with extensive knowledge of NOA training and proven success working with clients. Motivated, as well as eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 3 years of related experience and time management abilities.
Overview
6
6
years of professional experience
Work History
Tier 3 Technical Support Representative
Parker Staffing
10.2023 - Current
- Determining and Addressing consumer issues effectively while balancing profits and business needs.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Resolved diverse range of technical issues across multiple systems and applications for consumers to restore the smile.
- Researched product and issue resolution tactics to address customer concerns.
Supervisor
FCR
01.2019 - 01.2022
- Managed a team of 20, provided weekly feedback, ensured team met KPIs, CSATs, and conducted monthly 1:1 reviews
- Assisted colleagues with questions they had assisting consumers
- Managed an Escalation team/CS2 at FCR
- Trained new hires and managed a team during the transition to Work From Home during COVID-19
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback.
Trainer
FCR
01.2018 - 01.2021
- In 2018 I attended FCR's Train the Trainer and Coaching with Compassion classes.
- In 2018 I started training for FCR for my program at the time Nintendo. I started During Peak season of 2018 and continued to assist training Tier 1, Nintendo Switch, and CS2 classes until 2021. During this time I would manage multiple projects simultaneously while maintaining deadlines.
- Traveled and started the NOA program in a new location for FCR at the time in, Butte Montana. Trained a 25 person class, met with an NOA member after training to ensure the new agents were ready and had assistance for their 1st few days.
- Traveled to Nintendo of America for three days while with FCR to learn the CS2 skillset. Learned how to train CS2 material and uptrained agents at FCR for this new skillset. Worked with NOA implementing CS2, and Teams with our
Education
High School Diploma -
Oakland High School
01.2008
Skills
- Verbal & Written Communication
- Time Management
- Adaptable & Flexible to Change
- Problem-Solving
- Strong Passion to Learn & Grow
References
- Jeff Dreisinger, 425-443-1610, jeff.dreisinger@ttec.com, Director of Growth, TTEC Agility
- Damon Zeliff, 541-660-1434, damon.zeliff@gofcr.com, Program Manager, FCR
Timeline
Tier 3 Technical Support Representative
Parker Staffing
10.2023 - Current
Supervisor
FCR
01.2019 - 01.2022
Trainer
FCR
01.2018 - 01.2021
High School Diploma -
Oakland High School
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