Kenneth Drain

Madison, AL

acqyem@r.postjobfree.com - 256-***-****

Highly experienced Customer Service professional. Able to handle a high volume of customer calls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. Computer skills in Microsoft Office Suite. Assembly line worker with 2 years of experience in a large manufacturing plant. Proven strengths in quickly learning new processes, technologies and machinery.

Authorized to work in the US for any employer

WORK EXPERIENCE

Factory Production Line Worker

Schrader Electronics - Springfield, TN - October 2013 to February 2015 Worked on line that achieved 100% of quality goals while exceeding production targets by 125%

• Assisted in the launch of new line of high energy-efficiency appliances

• Demonstrated accuracy in the assembly of units/components requiring adept soldering skills. Business Integrated Solutions Customer Service Representative Convergys - Clarksville, TN - February 2012 to September 2013 Handled customer inquiries, complaints, billing questions and payment extension/service requests

• Calmed angry callers, repair trust, locate resources for problem resolution and designed best-option solutions

• Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions

• Managed a high-volume workload within a driven environment, Resolved more than 550 inquiries a week and always met performance benchmarks in all areas

• Became the lead "go to" person for new representatives and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees

• Helped company attain the highest customer service ratings(from external auditors) by receiving 100% marks in all categories including communications skills, listening skills, problem resolution and politeness

• Commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity

Sales/Warehouse Representative

Harbor Freight Tools - Huntsville, AL - May 2010 to January 2012 Greeted customers and efficiently processed transactions within busy, fast paced retail environments

• Assist with store stocking, floor sets and opening/closing procdures

• Unloaded and processed incoming merchandise

• Moved, stored and transferred merchandise

• Maintained stock in an ordered fashion on shelves or in correct locations

• Maintained a clean and safe condition of equipment and work area

• Used hand and forklifts safely

EDUCATION

High School Diploma

Virgil I Grissom High School - Huntsville, AL

2009

Associates in Computer Information Studies

Calhoun Community College

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