Kevin Birmingham

Nolanville, Texas ***** (Central Texas an hour away from Austin, Texas)

254-***-****

ad1f9n@r.postjobfree.com

Skills

Technical, aptitude with data, flexibility, good communication skills, process oriented, genuine empathy. Computer programs used: Microsoft Office, QMS, Dropbox, Salesforce, AWS, Tableau, Power BI, Purecloud, NICE, CRM, Access and OneNote.

Experience

3/2021 to 1/2023

Accenture, Austin, Texas Quality Assurance Analyst

● Performed Quality Assurance on calls.

● Provided coaching and feedback.

● Attended call calibration sessions.

● Maintain exceptional procedural knowledge, adhering to process and policy and ensuring that specialists issues are escalated to the correct team.

● Meet and exceed productivity and accuracy expectations. 3/2019 to 1/2021

Pro-Unlimited at Facebook, Austin, Texas, Quality Assurance Analyst

● I worked for 3 different employment agencies during my time at Facebook but it was always for the exact same job. (Nytec 3/2019 to 2/2020, Accenture Flex 3/2020 to 8/2020. Pro Unlimited 8/2020 to 1/2021).

● Performed Quality Assurance audits of completed Quality Assurance Audits for 2 different companies who had contracts with Facebook- TASKUS and Accenture.

● Provided coaching and feedback for the Quality Assurance Analysts but also for the Facebook Marketing Experts as well.

● Attended call calibration sessions.

● Adhered to multiple QA Guidelines per company and per campaign within each company.

2

7/2018 to 1/2019

Appleone at Austin Energy, Austin, Texas, Quality Improvement Specialist

● Performed Quality Assurance Analysis of calls

● Provided coaching and feedback

● Attended call calibration sessions.

5/2017 to 1/2018

Kforce at Home Depot, Help Desk

● Assisted Home Depot employees with troubleshooting error messages.

● Remote accessed Home Depot employees computers to troubleshoot error messages.

10/2009 to 12/2015

Time Warner Cable, Austin, Texas, Customer Retention Representative

● Handled inbound customer service calls

● Provided Tier 1 Technical support

● Handled service and billing disputes

● Negotiated options to retain existing customers

1/2003 to 11/2008

Sprint - Customer Retention Representative

● Handled inbound calls from existing customers

● Negotiated options to retain customers from leaving the company

● Provided Tier 1 Technical Support

● Assisted with the training and the supervision of 25 to 30 new hires at a time in the training class

● Supervised a team of Customer Service Representatives 3

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