Kenneth Burr Email and Phone Number

Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and servicesRecord customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions takenFollow standard operating procedures to ensure consistency and accuracyAddress customers inquiries and resolve problems to ensure that appropriate changes are madeRefer unresolved customer grievances to designated departments for further investigationCommunicate with supervisor regarding any potential needs or concernsPerform data entry accuratelyPerform other duties as assigned by management

Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and servicesRecord customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions takenFollow standard operating procedures to ensure consistency and accuracyAddress customers inquiries and resolve problems to ensure that appropriate changes are madeRefer unresolved customer grievances to designated departments for further investigationCommunicate with supervisor regarding any potential needs or concernsPerform data entry accuratelyPerform other duties as assigned by management

• Outbound B2B CSR scheduling potential clients for appointment with Account Executive for BPOservices.• Using Lead Generation spreadsheets.• Data Entry cleanup of spreadsheets and formatting via Excel and Google Sheets.

• Placed orders for various customers new/regular OVC TV shoppers.• Utilized dual monitors to process orders, refunds and exchanges for customer's using CSM platform,or issued exchanges.• Products varied from clothing to kitchenware, to electronics.• Relied upon the playbooks, and other internal tools to help customers to experience comfortableshopping on our website/ with our conversation.• Responsive to offer personal opinion of fashionable trends contained in QVC catalog.• Resolved customer complaints, replaced lost shipments and resolved unsatisfied customers.• Asked probing questions to determine service needs and disposition all calls appropriately.

• Handled tech support issues for our customers, new and existing customers. Placed orders andinstallation appointments for customers including: VoIP services, Internet, TV, and phone.• Educated customers and troubleshooting device, desktops, cable TV/modem issues.• Troubleshot common issues for Windows v.s. Mac., Interface cards, filters, routers, uninstall and installsoftware on computers over the phone, IP configuration.• Working knowledge, and navigating different operating systems.• Having a firm working knowledge between POP and SMTP.• Correcting or assisting customers on resetting email passwords upon customer request. Unlockinglocked emails from too many attempts locking an email reset.• Ability to remotely access customer pc/desktop from call center with customer permission to repairsoftware installations appropriately.

• Handled tracking shipment inquires, and escalation calls when asked.• Tracked shipments and resolved billing disputes.• Worked with risk management with lost or stolen shipments.• Built relationships with co-workers and Management. Volunteered for outside B2B Healthcare project.• Assisted with agent's Escalation calls when management was short staffed.• Dispatched pickups and scheduled routine recovery pickups.• Update customers profiles, corrected redirects, and adjustments for business and residential shippingfor customers.

• As an Activations specialist, billing disputes, reactivation, rate plan changes upon request of customer.• Porting phone numbers and basic technical questions.• As a Floor Supervisor I was responsible from 230 on the weekends to 500 agents on weekdays. Asseater/greeter for incoming shifts logged appropriate breaks and lunches for the incoming agents.• Answered agent questions and responsible for responded to supervisor calls with a team of additionalfloor supervisors.• Educated agents on strategic ways to reduce supervisor call and behavioral professional resolutionon a as need as basses.• Scheduled seven day extensions for customers upon request. Determined if customer was eligiblefor a bill extension with a thorough viewing of their billing history, payments made on time, and anysuspensions from late pays, or bill cycle changes off-set any payments on the history of customersaccount.• Explained the terms and conditions for eligibility for payment extensions.

• Updated Return's Members accounts with La Quinta's Excel (LQ Internal File - database of booked/occupied rooms) to complete a members earned Return's Points toward Free night Certificates.• Recorded complaints and resolved issues with customer Experience at La Quinta Inns and Suites.• Resolved billing disputes in accordant• Resolved guest complaints within Company policy.• Built rapport on each call with customers.• Established a working relationship with Return Members, Guest Assistant Team, and Managers of ourproperties nationwide.

• Stocked the Newborn Nursey and ordered medical supplies for the Nursery.• Relieved secretary for breaks and lunches.• Responsible for admissions and dismissals for mother and their newborns.• Transferred to the downtown clinics where I became a Materials Management Senior.• Responsible for medical supply stocking and inventory system/standing order system for eleven clinicsincluding: OB/Gyn, OB Intake, Pediatrics, Orthopedics, Podiatry, and Pedi Intake. Eventually, was giventhe responsibility for an additional remaining clinics of the Downtown facility.