Customer Service Leader with 15+ Years Experience

KEVIN ROJAN

Tampa, FL ***** 352-***-**** **********@*****.***

CUSTOMER SERVICE PROFESSIONAL

Dedicated, highly disciplined, and reliable Customer Service Professional with over 15 years of experience in high- volume telecommunications, beverage distribution, and military operations. Proven expert in resolving complex client issues and maintaining a customer-centric approach in high-pressure environments. Recognized for a blend of consultative problem-solving and technical proficiency, ensuring seamless service delivery and mission success. CORE SKILLS

Active Listening Relationship Building Conflict Resolution Microsoft Office Record Keeping Organization Teamwork Written & Verbal Communication Creative Problem Solving Empathy & Patience Flexibility PROFESSIONAL EXPERIENCE

Verizon Communications Tampa, FL 6/2022 – 12/2025 Inside Service & Support Specialist II

• Served as a primary point of contact for business clients, providing end-to-end support for telecommunications and technology solutions.

• Diagnosed customer needs and recommended personalized service adjustments to improve experience.

• Maintained 100% accuracy in customer records and activity logs within the CRM to ensure a seamless

"hand-off" between departments.

• Achieved top-tier KPIs for customer satisfaction and resolution efficiency. Comcast Corporation Jacksonville, FL 6/2014 – 5/2022 Customer Solutions Associate

• Delivered high-quality, consultative support to new and existing customers, identifying service gaps and recommending appropriate product enhancements.

• Guided customers through complex digital purchasing and troubleshooting processes with clear, jargon- free communication.

• Applied questioning techniques to de-escalate frustrated callers and turn negative service experiences into positive brand interactions.

• Partnered with teams to ensure timely service and follow-up support. Southeast Atlantic Beverage Jacksonville, FL 3/2000 – 1/2013 Account & Relationship Manager

• Acted as the lead service liaison for high-volume retail accounts, including grocery and convenience store chains.

• Resolved logistical and delivery concerns by coordinating directly with warehouse and transportation departments to ensure 100% order fulfillment.

• Conducted regular on-site "wellness checks" with business owners to review performance data and address any operational friction points.

• Maintained long-standing client relationships through consistent reliability and proactive problem-solving. United States Navy Jacksonville, FL 6/1992 – 1/2000 Culinary Specialist EDUCATION

High School Diploma Dillard High School, Fort Lauderdale, FL

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