Reliable Customer Resolution Leader

Kirk Sutherland

Reliable Leader

Mesa, AZ ***** +1-702-***-**** **********@*****.***

Work Experience

Resolution Lead

Best Western Phoenix, AZ

August 2022 to Present

1. Resolution Lead for Reservations Agents

2. Booking Reservations Resolutions

3. De-escalation Oriented Team Effort

4. Peer Within Scope - Policy Reinforcement

5. Included skill set: Reservations/Rewards Programs Tech Support / Customer Service

Intuit Phoenix, AZ

December 2020 to June 2022

• Tech Support/ Customer Service for CPAs involving software and cloud services

• Tax software knowledge and several other tax related software.

• Documentation of cases and provide resolutions

• Maintaining excellent work stats (attendance, policy, procedures, projects, timing)

• Maintaining composure during difficult tax seasons and busy call cues

• Respect for peers and management teams

• Working with T2 peers to further assist in resolving a customer case

• Providing customers with excellent service

• In depth knowledge of large tax programs and affiliates

• Assisting with account issues (login, username, password, emails) Tech Support (Remote)

Consolidated Communications Henderson, NV

August 2020 to December 2020

• Provide thorough support and problem resolution for customers

• Maintain composure and patience in face of difficult customer situations

• Build and maintain successful relationships with my peers and other departments

• Troubleshoot modems, email, servicing, ticket issues, any supported device

• Build confidence in the customer to ensure a resolution

• Positive attitude and friendly demeanor to everyone

• Multitask several different tools in a short amount of time efficiently

• Maintain quiet work atmosphere with reliable equipment and fast speeds Uber/Lyft Driver

Uber/Lyft Phoenix, AZ

June 2016 to July 2020

Deliver passengers safely to the destination provided on GPS, while maintaining a friendly welcoming attitude for an enjoyable trip. Manager, Server, Crew Trainer

Village Inn Restaurants Scottsdale, AZ

March 2004 to August 2014

• Cashiering/ Cash Handling

• Served Tables

• Managed an entire restaurant crew and facilities

• Trained several staff on and off site

• Maintained a professional attitude

• Completed Inventory

• Working well with others

Technician

United Tote Company (Phoenix Greyhound Dog track) Phoenix, AZ January 2008 to February 2009

• Worked between the mutual department and United Tote Company at The Phoenix Greyhound Dog Track

• Maintained betting machines on and off site

• Replaced betting machine parts (i.e.) printers, LCD screens, CPU cards, replace paper

• Worked on a computer console in correlation with the judges during race time

• Shipping and receiving parts needed for functioning betting machines

• Kept in contact with security via walkie talkie to ensure guest need satisfaction Education

Audio Engineering And Music Production (Associate) The Conservatory Of Recording Arts And Sciences Gilbert, AZ November 2018 to August 2019

Standard HS Classes (High school)

Arcadia High School Phoenix, AZ

August 2001 to May 2005

Skills

Network Support Troubleshooting Technical Support Tax Experience Customer Service Help Desk Certifications and Licenses

Driver's License

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