Senior Call Center Customer Service Specialist

Kevin J. Lindsay

Broomall, PA ***** 484-***-**** *************@*****.***

www.linkedin.com/in/kevin-lindsay-/

Professional Summary

Customer service and call center professional with 8+ years of experience in high-volume inbound call environments, supporting customers across 1,000+ nationwide locations. Skilled in resolving billing and account inquiries, investigating customer concerns, documenting interactions, and delivering empathetic, solutions-focused service while adhering to strict performance and compliance standards. Recognized for strong communication, problem-solving, and ability to remain effective in fast-paced, structured call center operations. Experienced in coaching employees, handling complex customer issues, and collaborating across teams to ensure accurate and timely resolution. Key Skills

Microsoft Office 365 (Excel, Word, Outlook, PowerPoint, Teams) Sales and Training/ Teammate Onboarding

Call center documentation/ CRM systems

Customer account management and administrative support Social Media maintenance (YouTube/ Instagram/ Facebook/ TikTok/ and management suites Professional Experience

Independent Contractor- Kevin Jay Dogs and Cats

Broomall, PA 08/01/2024 – Present

● Passion Project: Provide basic training for pets and their parents, as well as pet-sitting

● Manage scheduling, invoicing, and client communications

● Complete background check and certified Fear Free Petsitter CubeSmart Self-Storage Call Center

Malvern, PA 10/12/2016 – 07/03/2024

Quality Specialist, Sales & Customer Service

02/10/2018 – 07/03/2024

● Monitored and evaluated 90 call center agents monthly, providing performance coaching and feedback to improve customer satisfaction and team metrics

● Maintained detailed performance tracking and documentation within internal systems

● Created training material from scratch and facilitated onboarding and training sessions

● Received multiple WOW awards recognizing leadership, professionalism, and customer service excellence, from managers and teammates

Accounts Payable Representative

10/18/2016 – 02/10/2018

● Processed and reconciled 3,000+ monthly invoices supporting operations across 1,000+ nationwide locations

● Verified billing accuracy, investigated discrepancies, and resolved vendor payment issues

● Collaborated with district managers and service providers to resolve account and billing concerns

● Managed company credit card reconciliations, receipt processing, and discrepancy resolution

Sales Agent, Inbound Call Center

10/12/2015 – 10/18/2016

● Exceeded daily sales conversion quota with 73% average conversion vs. 57% target

● Ranked consistently in the top 3 of 70–90 sales representatives

● Trained and mentored new employees on call center systems and compliance procedures

Education

Associate of Science, Education

June 2024-August 2026

Delaware County Community College – Media, PA

GPA: 3.7

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