Customer Service Social Media

DEREK KINNEY

************@*****.*** 517-***-**** 938 W. Newport Ave., Apt. 1 Chicago, IL 60657 TECHNICAL SKILLS

• Microsoft Office (including Excel and Word)

• Google Office and AdWords

• Social Media: Facebook Ad Manager, Twitter, and Pinterest

• Amazon Connect

EXPERIENCE

Customer Service Team Lead April 2018 – February 2020 Snapsheet, Inc. Chicago, IL

• Lead and coach the shop customer service team to hit their file count of 70+ a day while maintaining a QA score of 80%.

• Making 80+ calls a day while maintaining a high service level, continuously being at the top of my team in both quality and quantity of calls.

• Utilized problem solving and project management skills to ensure efficient processes led to on-time delivery.

• Collaborated with shops and insurance carriers to guarantee accurate and comprehensive records as well as exceed customer expectations. Aquatics Coordinator November 2017 - April 2018

YMCA Chicago, IL

• Implemented customer service and sales techniques to promote and sell private and public swim lessons.

• Deploy creative teaching methods to meet varying learner needs.Utilized technology to manage staff availability and schedules in a way that ensured service levels were maintained.

• Built a high-performing team by interviewing and selecting the best candidates.

• Calmly handled medical emergencies throughout the building. Pool Technician June 2016 - October 2017

Quality Pool & Spa Grand Rapids, MI

• Expansive knowledge in both installation and repair of pools.

• Strong customer service approach that led to strong and lasting customer relationships.

• Ability to address and resolve conflict with customer pools issues as they arose. EDUCATION

Bachelor’s in Business Administration Davenport University April 2018

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