Customer Service Data Entry
Resume:
Kyle Spratt
*** ********* **** ******, ** 30114
****@******.***
Skills:
Call Center Management
Customer Service De-Escalation
Proficient in all Microsoft Office Programs
Proficient in VMWare and other types of Virtual Machines.
Salesforce
Data Entry
Workforce Management
Experience:
10/01/2022-01/18/2024
VXI Global Solution/Chime Solutions Atlanta GA – Contracted with Kaiser Permanente Washington – Training Assistant
Responsibilities: Learning Client Product knowledge to train new hires, carrying those new hires through their nesting period maintaining above 50% of applicants as they moved forward to their probationary period in production.
Coaching: Coaching Customer Service Agents based on their calls/incorrect work done in our IBM System.
Taking calls in a High-Volume Call Center 20 Hours per week when not actively training new hires. The other 20 Hours I’m on floor support assisting our Customer Service Agents with their calls and questions.
August 2021- June 2022
Cox Automotive Inc, Phoenix AZ – Logistics Team Lead
Managing an 18 Agent team Remotely
Managing Agent Schedules & Handling Disciplinary Actions when needed
Data Entry – Updating list of orders 3x daily for 8 Different Corporate Accounts, (Total of around 3,500 Orders per day)
Quality Assurance – Tracking agent performance by reviewing call recordings and coaching agents appropriately to help improve performance metrics.
June 2019-September 2020
LoanCare LLC, Woodstock GA – Loan Servicing Consultant
Worked as a customer care representative taking both inbound and outbound calls.
Loan Servicing – Worked with customers to take Mortgage & Escrow account payments as well as resolve any issues they may have with escrow or delinquency.
Education:
Graduated from Gwinnett Technical in Lawrenceville with my GED in 2016.
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