Customer Service & Tech Support Professional
Resume:
Kevin Foster
Meridian, Idaho *****
*********@*****.***
OBJECTIVE: Dedicate my skills, experience and drive to a progressive company focused on profitability,
innovation, technology and a high level of customer satisfaction.
SKILLS: Computers, Software, Process/Project/People Management, Problem Solving, Communication,
Marketing, Sales, Recruiting
Enphase Energy, Inc Meridian, ID, Customer Service Technician
Provided Tier 1 and Tier 2 technical support for solar installers, solar system maintainers and homeowners
Coordinated with Engineering with tracking of field issues and subsequent product-modifications, logging product bugs
in a central database
Responded to inbound emails to the Customer Support group address
Provided pre-sales information about products and services
Documented all activity in a central CRM/Helpdesk software platform
Troubleshot technical issues related to installations
Assisted with new site activations
Monitored and acted upon quality analysis reports provided by the QA team
DXC Technologies, Boise, ID, Customer Solutions Representative
Primary contact for inbound GM Card and Vehicle Purchase Program inquiries
Assisted customers with handling questions about GM Card and VPP program
Determined customer eligibility for offers
Generate authorizations for customers to take advantage of GM offers
Notate case notes on customer issues in iAgent
Escalate particularly complicated cases to OSG group for processing
Collabera, Morristown, New Jersey/ BC Forward HPE Technical Solutions Representative for DXC Technologies, Garden City, ID
Technical support for Google Fiber products
Customer retention, order taking, billing resolution and account maintenance
Recognized monthly for top 10 performer in call volume and customer satisfaction
Educating customers about product usage
Trainer for new hires
Maximus, Garden City, ID, / Supervisor, Customer Service Representative
Supervision and leadership to fourteen CSRs direct reports with goal of meeting program objectives and
customer service level agreements
Exceed inbound call center metrics through Customer Relationship Management (CRM) software
Ensure adherence to quality standards, deadlines and proper procedures
Evaluate employee key performance indicators and identify training needs and development opportunities
Provide feedback and coaching to staff to improve performance
Third Party Travel Connection, Meridian, ID, Founder
Automated and streamlined business infrastructure
Authored and maintained website to support nationwide presence
Managed QuickBooks to support vendors, clients, invoicing, and business requirements
Facilitated service to accept credit card payments online improving cash flow
Nationwide marketing initiatives grew business 25 percent
Walgreens, Meridian, ID, Assistant Manger
•Supervised receiving, stocking, returning, pricing, and transferring of merchandise
Responsible for inventory control, cash management and merchandising
Assigned store operations and task delegation
Ensured staff has working knowledge of computer and software applications
Improved direct reports productivity through coaching, encouraging collaboration and open two-way communication
Keller Williams Realty, Boise, ID, Real Estate Agent
90-hours pre-license classes through Pioneer Real Estate School
Prepared representation contracts, purchase, and sale agreements
Promoted sales of properties through advertisements, open houses, and participation in multiple listing services
Developed network of attorneys, mortgage lenders and contractors for client referrals
Zentech Resources, Houston, TX, Owner
Company was founded to meet a business need in the Houston area to provide high quality rapid development project implementations
Facilitated venture capital acquisition, competitive analysis, business and marketing plan for startup
Marketed to corporate IT management to identify development skills needed on critical projects
Provided project management supervision through all phases of software life cycle development
Team of 15 developers cultivated 30 successful projects across many corporate client departments
Fujitsu Software Technology, Houston, TX, Software Account Executive
Developed/Implemented sales strategies and tactics for Customer base
Provided quality product presentations for Fujitsu and Customer executive management
Responsible for all phases of Customer marketing from establishing relationships to closing business proposals
Exceeded quota goals every year
BMC Software, Houston, TX, Product Development Manager, Quality Assurance Developer, Systems Analyst
Managed cross-functional team of 20 IT professionals
Responsible for 3 software products that generated annual revenues of $6 million
Improved team efficiency through motivation, teamwork, and workflow management
Facilitated process improvements to streamline product development cycle
Piloted and subsequently implemented McCabe Toolset software which identified tested and untested C++
code coverage across the corporation
International Business Machines (IBM) Houston, TX, Advisory Systems Engineer
Consulted with the City of Houston and NASA on IT strategies, hardware, and software acquisitions,
capacity planning and systems management
Analyzed new technology announcements against customer needs, made presentations to executive management
Installed the first IBM mainframe to run the City of Houston’s financials
Project Lead for internal Scientific Engineering Systems at NASA
Recipient of several Systems Engineer of the Year awards
EDUCATION: Houston Baptist University – MBA Miami University – BSBA Finance
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