Customer Service Security Guard

KENNETH LYNCH

203-***-**** ad7so5@r.postjobfree.com Bridgeport, CT LinkedIn/a/kenlynch531

SALES CUSTOMER SERVICE PROFESSIONAL

High performing business professional with 20 years of experience in effective customer service demonstrating an understanding of customer needs, customer retention; ensuring a consistent customer experience over the course of the customer lifecycle. Works well in team environment, adept at helping teams achieve performance goals and create exceptional customer experiences.

HIGHLIGHTS OF QUALIFICATIONS

High Touch Customer Service + Sales

Customer Retention Strategies

Resolution of Customer Issues

Service Performance Metrics/Reporting

Service Performance Metrics

Cross-functional Collaboration

Persuasive Communication/Presentations

Call Center Representative/Management

PROFESSIONAL EXPERIENCE

SECURITAS Security Guard Bridgeport, CT 2022 - 2023

Secured premises at day care center by patrolling property, monitoring surveillance equipment and ensuring children’s safety while on the premises.

Inspected areas surrounding the center and secured access points, permitting, and prohibiting entry.

ARROW SECURITY Security Guard Bridgeport, CT 2022 (5 Months)

Maintained and secured building under construction. Monitored construction site.

Controlled entrance and departure of construction worker and employees. Provided reports on daily activity and incidents to management.

PETRO HOME SERVICES Customer Service Representative North Haven, CT 2013 – 2022

Provided outstanding customer service in a heavy call volume environment.

Handled outbound ACD calls from customers (80 – 100) issues daily; maintained 93% higher compliance 1st call resolution.

Effectively communicated procedures and benefits verbally for oil delivery, service calls, payments, pricing, and installations.

Generated accurate price quotes for customers and followed up on customer quotes including cross-selling.

Frequently interacted with the sales department regarding territory development.

HEALTH NET Medicare Appeals Associate Shelton, CT 2004 - 2011

Employed sound communication, facilitation, and analytical skills to deliver resolution of grievance situations in compliance with legal and regulatory requirements.

Assisted with Health Plan audit preparations and Health Plan rewrites of CMS Medicare Part D approval letters and Medicare Part D P&P’s.

Developed training modules and trained new hires within Customer Contract Center on Medicare A&G/Part D (approx. 20 –30 people).

Conducted root cause analysis to Health Plan pharmacy department on Medicare Part D trends, saving company about $125,000 in operating expenses yearly.

Researched, investigated, and resolved administrative member complaints, clinical members and provider appeals and grievances (approximately 700-750) issues yearly.

Maintained comprehensive knowledge of departmental and company policies and all Northeast and Arizona Regions Medicare products.

Customer Service Representative Medicare Medicaid Call Center 2004 - 2006

Handled inbound ACD calls from members, prospective members, and providers (approximately 17,000) issues yearly.

Maintained CMS 95% higher compliance 1st call resolution.

Effectively communicated Health Net policies, procedures, and benefits verbally and in writing.

Provided members and providers with status of claims and answers to questions pertaining to Health Net policies.

BRUCE BENNETT NISSAN (BOB SHARP NISSAN) Automotive Sales Consultant 2003 – 2004

Wilton, CT

Developed customer base by maintaining rapport with previous customers; suggesting trade-ins, responding to inquiries; recommending sales campaigns, and promotions.

Qualified buyers by understanding buyer’s requirements and interests; matching requirements and interests to various models.

Demonstrated automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services; successfully delivered between 12 –15 new cars monthly.

Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; delivered automobile and provided sales management information by completing reports.

GARTNER INC. Manager, Client Services Stamford, CT 1994 - 2003

Managed staff of 20 and improved employee retention by 30%, promoted 4 to senior positions.

Provided feedback for associates through quality monitoring of calls and work performance, which resulted in improved work performance by 40%.

Prepared statistical data on daily workload and workflow of calls.

Facilitated team meetings, trained, developed, and coached staff to assure call center policies and procedures were adhered to and that best practices were employed to improve work effectiveness.

EDUCATION + SKILLS

Studied Business Administration at Ashford University (2004-2005); University of Bridgeport (2015-2016); University of Connecticut, Stamford

Skills: Microsoft Office (PowerPoint + Outlook) CRM software; Database management; ACD System (NICE) for customer experience management; strong communication skills; negotiation skills; staff management + training; strong facilitation skills; statistical reporting; analytical; research; security and on-site guarding.

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