Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kyle Shilling

Elgin,TX

Summary

Organized Coordinator with unsurpassed administrative and project management abilities. Delivers measurable results against timelines, quality standards, and performance targets. Great at working with minimal oversight using excellent multitasking and time management abilities combined with sound judgment. Knowledgeable and skilled Supervisor establishes and enforces policies to keep team members on-task and efficient. Quick learner confident with information management systems. Offering excellent schedule management, report writing and communication skills honed over clerical career. Experienced supervisor with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective. Motivated and friendly worker with a flexible schedule and willing to work weekends. Dependable and punctual with a clean driving record. Work collaboratively with team members and provide excellent customer service.

Overview

9
9
years of professional experience

Work History

Team Member

Tractor Supply
Elgin, TX
10.2024 - Current
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Assisted customers with product selection and ordering process.
  • Greeted customers upon entering the store with friendly demeanor.
  • Collaborated with team members to achieve daily goals.
  • Received, processed, and stocked merchandise in accordance with store policies.
  • Maintained positive working relationship with fellow staff and management.

Customer Service Representative / Shift Leader

First National Bank
Bastrop, Texas
06.2024 - 12.2024
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Led on- and off-site customer support teams across multiple time zones.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Supported sales team members to drive growth and development.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Developed custom reports using SQR, nVision, App Engine and Crystal Reports tools.
  • Generated and maintained reports.
  • Prepared presentations and reports.
  • Maintained accurate records of attendance, progress reports, incident reports, evaluations.
  • Prepared and distributed financial statements and reports, variance reports, regulatory filings and related schedules.
  • Generated reports from data stored in databases using Crystal Reports or similar reporting tools.
  • Maintained records of test results, inspection reports, nonconforming materials reports.

Team Lead / Assistant Manager

Tractor Supply
Mocksville, NC
09.2023 - 06.2024
  • Collaborated with management team to implement new work procedures or policies.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked effectively in team environments to make the workplace more productive.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Worked with cross-functional teams to achieve goals.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Recognized by management for providing exceptional customer service.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.
  • Updated and maintained databases with current information.
  • Managed customer service inquiries and complaints in a timely manner.
  • Created reports on sales trends, inventory levels, and financial data.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Monitored employee attendance records, timekeeping, and payroll information.

Teller Operations Coordinator

First Horizon Bank
Yadkinville, NC
08.2023 - 06.2024
  • Handled records and statistical and quantitative data to produce various reports for management
  • Participated in planning and implementing new procedures, policies and systems
  • Updated employee administrative records with latest information
  • Developed and maintained alert system for upcoming deadlines on incoming requests and events
  • Communicated with contract agencies to maintain smooth relations and obtain needed information
  • Conducted monthly billing audits, alerting appropriate management regarding late or missing documents required for billing
  • Tracked milestones delivery with respect to time and budget
  • Coordinated business events and travel requirements for senior managers
  • Assisted new associates with completion of required documentation and new hire and benefits paperwork
  • Monitored office expenditures and handled office contracts
  • Led employee engagement planning and recognition activities
  • Performed basic bookkeeping activities to update accounting systems
  • Greeted incoming guests and issued badges to visitors
  • Liaised between team members and upper management to advocate for needs and resources
  • Documented daily work metrics and reported findings at weekly staff meetings
  • Developed and optimized schedules to cover expected workloads
  • Reviewed physical and digital records to identify and correct inaccuracies
  • Coordinated workflows and monitored administrative team performance
  • Monitored and replenished office supplies to maintain business operations
  • Reconciled budgetary issues with consistent audits and document reviews
  • Received consistently positive client feedback related to service delivery

Contact Center Representative

Aplus Federal Credit Union
Austin, TX
07.2021 - 09.2023
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every member
  • Managed member expectations by clarifying needs, identifying options and recommending products and services
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Navigated through computer systems to review information and respond appropriately to callers
  • Offered resolutions to de-escalate calls and solve customer issues
  • Assisted Members with inquiries and transactions to meet productivity goals and achieve profit growth
  • Trained new employees to promote overall team productivity and consistent service
  • Resolved member inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks

BDC Manager

Maxwell Ford
Austin, TX
03.2018 - 07.2021
  • Worked with all departments in dealership to chart and monitor daily activities, bolstering efforts to meet assignment targets
  • Answered incoming questions via phone and email discussing advertised pricing and inventory
  • Scheduled service appointments at customer convenience, building rapport and maintaining client relationships
  • Met pre-set guidelines for weekly appointments, shows and outbound calls
  • Fielded all calls with prompt and thorough knowledge, resolving issues and answering questions
  • Performed proactive outbound calls to schedule regular maintenance, recall notifications and preventive services
  • Acquired complete knowledge of product information related to makes and models of dealership inventory to mentor customer service department effectively
  • Conducted multi-channel communication with customer, including via email, phone and website
  • Followed BDC scripts and guidelines for inbound and outbound calls
  • Documented work processes, project initiation, production and updates to assist creation of change management policies
  • Resolved information access issues, troubleshooting to improve customer and internal data entry and access
  • Performed troubleshooting and query response services to alleviate user concern

BDC Agent

Maxwell Ford
Austin, TX
06.2016 - 03.2018
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Documented customer inquiries and feedback, including service delivery suggestions in company database
  • Maintained strong call control and quickly worked through scripts to address problems
  • Conducted CRM tasks to maintain quality assurance satisfaction levels
  • Explained key information regarding products and services to customers to encourage informed decision-making
  • Consulted with customers regarding needs and addressed concerns
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Adhered to company procedures and industry best practices related to National Do Not Call List and privacy acts
  • Promoted adherence to sales protocols, contract requirements and industry best practices

Education

High School Diploma -

Elgin High School
Elgin, TX

Skills

  • Professional Telephone Voice
  • Inbound Phone Call Management
  • Account Updating
  • Training Experience
  • Upbeat and Positive Personality
  • Creative Problem Solving
  • Customer Account Management
  • Building Customer Trust and Loyalty
  • Needs Assessment
  • Call Documentation
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Customer Data Confidentiality
  • Customer Service
  • De-escalation Techniques
  • Verbal and Written Communication
  • Upselling Products and Services
  • Call Center Operations
  • Vault teller operations
  • POS operations
  • Business operations support
  • Manage business operations
  • Office operations
  • Computer operations
  • Register operations
  • Flexible schedule
  • Sales and marketing
  • Goal setting and achievement

Timeline

Team Member

Tractor Supply
10.2024 - Current

Customer Service Representative / Shift Leader

First National Bank
06.2024 - 12.2024

Team Lead / Assistant Manager

Tractor Supply
09.2023 - 06.2024

Teller Operations Coordinator

First Horizon Bank
08.2023 - 06.2024

Contact Center Representative

Aplus Federal Credit Union
07.2021 - 09.2023

BDC Manager

Maxwell Ford
03.2018 - 07.2021

BDC Agent

Maxwell Ford
06.2016 - 03.2018

High School Diploma -

Elgin High School

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Kyle Shilling