Summary
Overview
Work History
Education
Skills
Timeline
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Tyler Kenway

Chattanooga,Tennessee

Summary

Highly motivated and experienced call center manager with experience overseeing daily operations and employee progress as well as providing exceptional service and technical support. Possess great written and verbal communication skills. Strong leadership abilities while maintaining a compassionate attitude. A knack for and am always willing to help employees learn and succeed at their workplace goals. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possess strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls. Years of experience in Microsoft Office as well as experience using Windows and Mac OS.

Overview

9
9
years of professional experience

Work History

Care Center Representative

Valued Relationship Inc
04.2022 - 01.2023
  • Monitoring customer medical pendants and dispatching appropriate agencies in case of emergency
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
  • Delivered fast, friendly knowledgeable service for routine questions and service complaints
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Documented customer correspondence in CRM to track requests, problems and solutions
  • Maintained strong call control and quickly worked through scripts to address problems
  • Audited customer account information to identify issues and develop solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Aided in training of employees from a merging company during their transition period.

Sales Representative

Angie's List
11.2021 - 04.2022
  • Contacted new and existing customers to outline benefits of products
  • Monitored customer order process and addressed customer issues
  • Fostered relationships with customers to expand customer base and retain business
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.

Auxiliary Police Officer

Decatur Police Department
04.2017 - 04.2020


  • Monitored and investigated suspicions persons and situations and unusual activities
  • Answered calls and complaints while providing community- oriented police services to improve and enhance quality of life community-wide
  • Supported positive relationships between community leaders and general public by demonstrating courteous and cooperative behavior when interacting with citizens and visitors
  • Supported scene investigations by securing perimeters, collecting evidence, interviewing witnesses and documenting statements
  • Protected motorists and pedestrians by providing traffic control at traffic accident scenes, congested areas, schools and special events
  • Prepared detailed documentation of felony-level property and violent crimes investigations
  • Analyzed and evaluated information to determine appropriate course of criminal prosecution.

Senior Operator (Shift Manager)

Archer Daniels Midland Company
04.2016 - 03.2020
  • Oversight of daily operations.
  • Held high level security clearance in compliance with confidential information handling and NDA.
  • Handled the training of all new employees.
  • Interviewed new hire candidates.
  • Provided disciplinary actions and employee coaching as well as quarterly evaluations.
  • Threat analytics for corporate personnel and company properties globally.
  • Quick decision making for high priority events such as medical calls, terrorist threat levels, company public perception, and safety of employees and assets globally.
  • Writing of incident reports.
  • Writing of new policy and procedure plans. -Led talented team of operators and provided constructive feedback, which boosted overall efficiency and employee morale.
  • Taught new employees device operation techniques and important business procedures.
  • Collaborated with coworkers to perform projects quickly and meet business goals.
  • Troubleshot and diagnosed equipment malfunctions to minimize downtime.

Electronics Sales Associate

Walmart
04.2014 - 04.2016
  • Maintaining knowledge on technology and media releases such as new phones, video games, and movies
  • Approached customers and engaged each compelling conversations through use of effective interpersonal and people skills
  • Searched store inventory system to determine whether requested products were available
  • Engaged positively with each customer, providing professional and polite support for sales and service needs
  • Completed customer's purchase by effectively processing credit and debit cards, cash and personal checks
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
  • Maintained current knowledge of special savings, sales, promotions and other offerings to enhance customer support.

Education

Bachelor of Science - Criminal Justice & Administration

University Of Phoenix
Phoenix, AZ
07.2021

Associate of Applied Science - Criminal Justice

Richland Community College
Decatur, Illinois
12.2019

Skills

  • Team Leading
  • Training
  • Disciplinary Action and Coaching of Employees
  • Account Management

Timeline

Care Center Representative

Valued Relationship Inc
04.2022 - 01.2023

Sales Representative

Angie's List
11.2021 - 04.2022

Auxiliary Police Officer

Decatur Police Department
04.2017 - 04.2020

Senior Operator (Shift Manager)

Archer Daniels Midland Company
04.2016 - 03.2020

Electronics Sales Associate

Walmart
04.2014 - 04.2016

Bachelor of Science - Criminal Justice & Administration

University Of Phoenix

Associate of Applied Science - Criminal Justice

Richland Community College

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Tyler Kenway