Benjamin Kidd Email & Phone Number

Princeton, Texas, United States

Partner with BDC Managers to help develop their skills around coaching and driving results. Provide feedback and performance readouts to General Managers and Owners.

Richardson, Texas, United States

Supervised staff and helped meet department and organizational goals to ensure promotion to the floor.Provided feedback to enhance and improve training material and strategies.Addressed escalated customer complaints and implemented solutions to restore satisfaction.Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues.Provided targeted customer support via live chat, email and telephone.Reviewed staff performance and provided performance appraisals and recommendations for improvement.Provided daily coaching and feedback to new hire associates to drive results to exceed minimum expectations. Reviewed reports daily to understand trends, improvements and degradation. Exported/tracked in Excel. Coordinated with management to review unit performance.Upheld strict security standards to protect sensitive customer information

Richardson, Texas, United States

Answered inbound calls to greet and assist customers with various needs and questions.Resolved customer inquiries, complaints, and issues providing insightful solutions.De-escalated customer complaints using specialized communication techniques.Built strong knowledge of product line to assist customers in selecting products.Offered products and services to meet customers' needs and goals.Navigated multiple systems to identify source of issue.Remained calm, composed and polite to deescalate aggressive customer behavior.Educated customers by explaining complex details in easy-to-understand terminology.Met and exceeded daily service quality and performance goals.Provided key information to supervisors regarding customer issues or complaints.

Orlando, Florida, United States

Explained general and job-specific procedures and led by example for hands-on training.Followed training curriculum emphasizing expectations for exceptional performance in each role.Promoted teamwork, customer focus and commitment to meet performance metrics.Monitored team attendance and performance to identify improvement needs.Reviewed training metrics with management to evaluate program success.Contributed to employee orientation sessions and onboarding.Evaluated new hire performance and provided constructive feedback.Employed wide range of teaching strategies, hands-on activities and multimedia-based techniques to keep training classes fresh and interesting.

Education record

Business Administration And Management, General