KYLE PRATT
Lakewood,CO
Summary
Call Center Representative with expertise providing customer support in high call volume environments.
Exceptional computer aptitude and telephone etiquette.
Overview
24
24
years of professional experience
Work History
Proxy solicitor
Innis free Mergers and aquisitions
Pittsburgh , PA
02.2011 - 12.2016
- Innis Free Mergers & Aqisitions - 500 forbes ave Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed high call volume with tact and professionalism.
- Met or exceeded service and quality standards every review period.
IT support/ Help Desk Manager
New York, NY
01.1998 - 01.2006
- Managed level 3 Software support help desk, 35,000 workstations Resolved customer issues in a clear, courteous and straightforward manner.
- Worked effectively with design teams to ensure software solutions elevated client side experience.
- Interfaced with business analysts, developers and technical support to determine the best requirement specifications.
- Resolved Product Issues Provided client support on system operation and troubleshooting.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Diagnosed, troubleshot and resolved network and system problems.
- Resolved or escalated problem tickets to resolve user issues.
Office support/ Software Developer
Mcfadden Farrell & Smith - 120 broadway
New York, NY
01.1993 - 01.1998
- Presented oral and written reports on general economic trends, individual corporations, and entire industries.
- Trained new team members on applying due diligence procedures and regulatory mandates.
- Wrote procedures for internal and external auditing purposes.
- Provided Support for compliance department and NSAD Regulations Developed and maintained Bond tracking software for office use requiring daily updates.
Owner/Real Estate Investor
Get House, llc
Pittsburgh, PA
06.2006 - 01.2011
Education
Associate of Arts - Liberal Arts
1992
Merchant Marine
Harry Lundbergs School Of Seamanship
1991
Skills
- NASAA Series 63 & 7 License
- Remote access support
- Systems analysis
- Analytical thinker
- Skilled in call center operations
- Mulit-line operation proficiency
- Adheres to customer service procedures
- Inbound and Outbound calling
- Can manage high call volume
- Level 3 help desk experience
Accomplishments
Constantly rewarding my employer with consistent, tangible results that exceed expectations. Extremely reliable and dedicated to my work. Able to work at a high level under pressure in time sensitive situations. For example, While at Metlife I Assisted and managed an Outlook to Lotus notes migration during Metlife's and Travelers merger, effecting 35,000 Workstations.
Timeline
Proxy solicitor
Innis free Mergers and aquisitions
02.2011 - 12.2016
Owner/Real Estate Investor
Get House, llc
06.2006 - 01.2011
IT support/ Help Desk Manager
01.1998 - 01.2006
Office support/ Software Developer
Mcfadden Farrell & Smith - 120 broadway
01.1993 - 01.1998
Associate of Arts - Liberal Arts
Merchant Marine
Harry Lundbergs School Of Seamanship
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