Customer Service Center Representative

Kevin R. Knudson

715-***-****

**********@*******.***

Employment objective-

To obtain a position in a professional office position that promotes excellence in external and internal customer service, including project management procedures and processes. Work Experience:

Nelnet - Great Lakes Student Loan Services,

Job Title – Supervisor II

Feb 2008 to current (remote)

Employment Responsibilities-

• Supervise team of 10 to 14 associates

• Daily interactions with associates through TEAMS channel

• Weekly team meetings

• Bi-weekly 1-1 performance coaching assessments with associates

• Customer service evaluations to ensure excellent customer service

• Contribute to continuous process improvement plans

• Customer complaint resolutions

• Establish employee incentive programs

• Participation in onboard training for new associates

• Ensure adherence to Nelnet policies and guidelines

• Communicate Federal Government processes and policies to direct reports

• Team building activities

• Participation in several loan servicing projects

• Maintained Level 5 Class C federal security clearance Great Northern - (Kell Container), Chippewa Falls, WI February 1997 to June 2007

Employment Responsibilities-

• Quotation Brown Box division, Point of Purchase Displays

• Quotation in prototype products

• Prepare lot pricing for sales and engineering

• Assisted with production personnel on manufacturing processes

• Direct customer communication

• Updating, Re-quote of customer product revisions

• Customer visits

• Order entry

• Kan Ban ordering process

• Just in time order processes

• ISO certified processes and procedures

• Designated packaging of new and existing products based on customer requirements

• Process improvement plans

• Order entry of Hard and soft tooling

Nelson Industries, Bloomer WI / Stoughton WI (headquarter office) Job Title – Cost estimator / Production Supervisor / Packaging Specialist August 1984 to February 1997

Work Experience-

• Price quotation for air filtration / hydraulic products

• Prototype price quotations

• Assisted in designating profit margins based on material, unit labor hours and machine set ups

• Worked closely with sales, production, and engineering in product development

• Daily customer interactions along with face to face interactions through customer visits

• Assisted with manufacturing process and improvement plans

• Developed customer packaging standards based on customer standards

• Vendor communications

• Assisted with production and engineering personnel on manufacturing processes Office skills

Microsoft office, Excel, PowerPoint, Workday, Workforce Management Systems, CXone, Citrix platform, TEAM communication software, Jabber phone system, company designated estimating software Education-

District One Technical Institute

Financial Services

1982 to 1984

2 year degree

Memorial High School, Eau Claire, WI

General

Graduated 1981

(References available upon request)

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