Kevin Baker

Experience

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  The Walt Disney Company

  Jun 1999 - Aug 2002

  Score keeper and Anoucer

  Worked at the Sports complex where I would keep score for softball and baseball games and announce the players over the loudspeaker as they went up to bat. This was my summer job during school.

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  Check n' Go

  Mar 2004 - Mar 2005

  Customer service Rep

  Talk face to face with customers. Process loan applications. Manage all bank deposits and change orders. Manage different store locations when managers were out. Make sure that all associates were following procedures.

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  Bank of America

  Jan 2006 - May 2013

  Preferred customer service specialist

  Take inbound calls for High profile clients to insure all their banking needs were met. To make sure that they are taking advantage of all the services the bank can offer. Open checking, savings, CD, credit card accounts when needed, handle escalated disputes and service the customer to the highest standards possible. Provide customer feedback to upper management to assist with streamlining our processes.On the job training. Assist in training a team of 10-25 new hires. Teach them the skills they need to be successful in their new career. Answer questions, take escalations, and be there when things seem tough to help them excel. Provide detailed feedback to the new hires manager on strengths and points of improvement. Show less

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  Provident Trust Group

  Sept 2013 - now

  VIP Services Manager

  • Communicating courteously with customers by telephone, email, letter and face to face.• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.• Handle complex and escalated customer service issues.• Oversee the achievement and maintenance of customer service levels and standards.• Developing and coaching others for promotions, personal growth and goals.• Meeting with others to discuss developing customer service procedures, policies, standards and possible improvements to customer service department• Assist with onboarding new hires by providing an understanding of Customer Service job duties by answering any and all questions they may have.• Communicate with other departments to provide/receive feedback to guarantee proper communication and processing. • Communicating customer service events that may affect everyday operations.• Implementing changes to phone system as needed. Call pool weighting, adding or remove agents, setting out of office voicemail message, and contacting support when issues arise.• Designed and maintain automated system and call routing.• Record and edit audio for automated system.• Analyzing statistics or other data to determine the level of customer service we are providing.• Run Weekly reports on call stats.• Produce customized Excel workbooks to easily display call stats. Show less