Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Kevin Walsh

Philadelphia

Summary

Knowledgeable customer service advisor with proven track record in resolving customer inquiries and enhancing satisfaction levels. Demonstrated strong communication and problem-solving skills. Proven ability to deliver results and exceed expectations. Adept at resolving issues, enhancing customer satisfaction, and building strong relationships. Strong focus on team collaboration, adaptability, and communication. Skilled in problem-solving, active listening, and multi-tasking. With almost 7 years of managerial experience, and over 11 years of customer service experience, and 3 years remote work experience, I am able to adapt, grow, and adjust as necessary, and bring the results you need.

Overview

11
11
years of professional experience

Work History

Customer Service Advisor

SupportNinja
04.2024 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Implemented strategies to reduce average handling time without compromising on service quality.
  • Streamlined call handling processes for increased efficiency and reduced wait times.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.

Advisor

Concentrix
10.2022 - 11.2023
  • Provided sales support to customers with financial questions
  • Provided expert tech support to customers with device issues
  • Rerouted calls to proper departments when misrouted to mine or helped as possible

General Manager

Cricket Wireless
07.2016 - 08.2022
  • Managed 6 stores by myself rotating through the years
  • Followed metrics to achieve sales goals within 90% of the monthly targets both individually and for each store across 6-7 years
  • Kept the store clean, organized and presentable
  • Provided expert tech support to customers with device issues
  • Cold calls for customers with reminders and other sales related reasons

Sales associate

Kmart
04.2014 - 05.2015
  • Managed a cash register
  • Processed items
  • Followed security protocols

Education

High School Diploma -

Upper Darby Senior High School
06.2014

Skills

  • Call center experience
  • Customer relations
  • Call center operations
  • KPI monitoring
  • Building rapport
  • Research and due diligence
  • Customer service excellence
  • Complaint handling
  • Payment processing
  • Inter-department collaboration
  • Follow-up calls
  • Documentation

Languages

English
Native or Bilingual

Timeline

Customer Service Advisor

SupportNinja
04.2024 - Current

Advisor

Concentrix
10.2022 - 11.2023

General Manager

Cricket Wireless
07.2016 - 08.2022

Sales associate

Kmart
04.2014 - 05.2015

High School Diploma -

Upper Darby Senior High School
Kevin Walsh