Kevin Sexton
Lexington,KY
Summary
Goal-oriented Customer Service Manager with proven experience optimizing customer satisfaction in both inbound and outbound call center environments. Leader with a demonstrated ability to monitor workflow and maximize performance at the individual, group and department level. Experienced in maximizing customer service in both inbound & outbound call centers. Detail-focused and driven to help employees succeed in meeting and exceeding goals. Skilled in communication and collaboration for best-in-class service.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Aramark
Lexington, KY
09.2020 - Current
- Oversee day to day workflow of 15-20 client success associates
- Maintain market awareness, ensure marketing trends are utilized to drive customer growth
- Deliver revenue growth while leveraging marketing programs, identify void categories and suggested orders to engage clients in upsell opportunities
- Associate Management and engagement
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
Supervisor
Eversana
Mason, OH
03.2020 - 09.2020
- Manage day to day operations of 20 team members
- Ensure Onboarding and training team members on all departmental policies and procedures
- Continually evaluate efficiency, productivity and accuracy of associates and make improvements to attain high levels of achievement in each area
- Promote and implement effective teamwork within all levels and areas of the organization
- Adapt to a fast paced, dynamic environment, maintain confidential information, make
- Monitor KPI's to ensure compliance with client contract and customer satisfaction.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Tracked and prepared quarterly reports to present to leadership
Production Lead
Humana Pharmacy & Specialty Pharmacy
Cincinnati, OH
10.2019 - 03.2020
- Apply technical expertise in solving complex problems
- Monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
- Monitor and update associate and productivity metrics information for leadership
- Act as representative during conference meetings with other departments and markets
- Identify training needs for team members
- Encourage team engagement
- URAC Accredited pharmacy and regularly awarded top customer service awards from outside organizations
- Managed escalated customer calls daily
- First line of leadership for a team of 20 + associates in a pharmacy call center
Team Coordinator
Triplefin
Cincinnati, OH
03.2018 - 09.2018
- Ensure adherence and compliance to program SOPs and business rules, policies and procedures
- Assist in developing work processes, SOPs, and training materials
- Assist in training new associates
- Provide associate Coaching and development
- Measure and maintain performance against standards
- Assist IT with testing of program enhancements
- Resolve escalated customer issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Addressed customer service overflow to reduce complaints.
- Managed team workload to reach production targets.
- Supervised 20 call center associates.
Production Lead
Humana Specialty Pharmacy
Cincinnati, OH
03.2014 - 03.2018
- Apply technical expertise in solving complex problems
- Monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
- Monitor and update associate and productivity metrics information for leadership
- Act as representative during conference meetings with other departments and markets
- Identify training needs for team members
- Encourage team engagement.
- Supported 20+ employees by proactively resolving any conflicts
Team Lead
Xerox
Lexington, KY
11.2006 - 04.2013
- Monitored daily workflow, providing ongoing coaching to up to 25 operators regarding errors, attendance and other issues
- Team Leader for special projects, playing key roles in meetings and conference calls directly with clients
- Fielded escalations for high-level resolution, as well as diffusing customer complaints in regard to FMLA claims processing.
- Coached 20-25 team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Held responsibility for contacting pharmacies and doctors' offices to secure information required to process prescription drug claims, as well as physically processing claims
- Handled day-to-day customer contact via phones, faxes and emails.
- Provided primary customer support to internal and external customers.
- Followed up with customers on unresolved issues
Education
Master of Arts - Communications & Leadership
Gonzaga University
Spokane, WA12.2015
Skills
- Managing Operations and Efficiency
- Call Center Operations
- Workflow Management
- Technical Proficiency
- Leading Team Meetings
- Policy Enforcement
- Employee Coaching and Motivation
- Performance Tracking and Evaluations
- Positive and Constructive Feedback
- Continuous Improvements
- Call Monitoring
- Personnel Training and Development
Timeline
Customer Service Manager
Aramark
09.2020 - Current
Supervisor
Eversana
03.2020 - 09.2020
Production Lead
Humana Pharmacy & Specialty Pharmacy
10.2019 - 03.2020
Team Coordinator
Triplefin
03.2018 - 09.2018
Production Lead
Humana Specialty Pharmacy
03.2014 - 03.2018
Team Lead
Xerox
11.2006 - 04.2013
Master of Arts - Communications & Leadership
Gonzaga University
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