Kenneth Pitts Email & Phone Number

Fort Worth, Texas, United States

Leads Agent development by performing call monitoring, analyzing results, and providing coaching and feedback Document all coaching/counseling conversations in appropriate tool within 24 hours of conversation. Leads team to achieve contractual Service Level Goals. Leads team to achieve and/or exceed Quality Assurance Goals Handles customer calls as volume dictates and handles escalated customer calls as necessary. Completes scheduled performance reviews. Works with Site Administrators to assess teams performance. Works with Real Time Coordinators on staff planning, Agent scheduling, and site technical issues. Schedules and conducts team meetings as necessary. Delivers recognition awards to team members. Complete and submit Daily Checklist to Manager (Checklist to be developed). Back up other Team Leaders as necessary/planned. Two QA evaluations and completed coaching sessions per agent per week. Agent Attendance and Schedule Adherence feedback to RTC and Manager in Real Time. Perform Level 1 telephone support when volume dictates.

Fort Worth, Texas, United States

Providing and maintaining the responsibilities and duties of a Tier 2 iOS Senior Advisor, including the Mac+ queue to cover all lines of business. Assisting with overflow of iOS and Mac customers in a helper skill and dual trained to assist with Tier 2 Mac and Tier 2 iOS calls. Assist will all products, including iPhones, iPads, iPods, Apple Watch, AirPods, MacBooks, MacBook Airs, MacBook Pros, iMacs, Mac Pros, iMac Pros, and more. As a Senior Advisor, being the top tier of support, to take ownership of escalated calls and work closely with Site Support Engineering as needed.

Fort Worth, Texas, United States

Handling Technical support duties as indicated as a Tier 1 iOS Advisor as well as the duties of the Tier 1 Mac+ queue. Achieve specific and measurable call center metric target including for Customer satisfaction Surveys, Logging, Tier 2 Escalation Rates and Issue Resolution. Follow schedule adherence, and supporting other queues including, but not limited to, Apple Watch and Air Pods. Mentor new Advisors in Training and Nesting. Assisting new Advisors on implementing their training in Customer Facing Time and ensuring proper procedures and protocols are followed. Live Call Demonstrations: Take Live calls in a training environment for new Mac+ Advisors to be able to see how Customer Facing Time, call handling and tools are used.

In the role as Flex Faciliator, I was responsible for training newly hired work at home agents using the tools and products provided for the Pearson Higher Education program as well as the Walmart Sprint and Frontier programs. After the training class, during the first month of OJT and Nesting, I was a Team Coach in an Adobe Room assisting less experienced agents with more complicated issues that callers may have. During off ramp days, I performed the job of regular Customer Service Representative where my metrics were always among the best of my agent colleagues.

7645 S. Custer Road, Mckinney, Texas 75070

Responsible for commissioned sales to customers. I also set up and remove all adsets (advertising displays) each week for the entire store. I am a key holder so I am also responsible for opening and closing the store. I assist in the training of new associates as well as various sundry paperwork used by Radio Shack Corporation. My store was one of the top selling stores in the company and the top selling store in the region. While working at my current store, the store has consistently been the top performing store in the district experiencing a 500% sales gain or more over the same period last year.

Mckinney, Texas

Assisting customers in all their electronic needs.

Responsible for all Marketing functions as well as client interactions. I also am responsible for preparation of Elder Law documents for the firm as well as scheduling CEU classes for the attorney.

Obtains, verifies, and calculates income and resources to determine client financial eligibility. Interviews clients or authorized representative to gather information to determine eligibility for benefits. Documents case records using automated equipment to form a record for each client. Explains program services and policies and makes referrals to agency programs, other state agencies, or community resources. Develops payment plans to facilities to ensure accuracy of payments. Monitors nursing home records to verify discharges, admissions, or related records to ensure facility compliance with state and federal standards.

Administrate the firm

Approves or rejects eligibility recommendations made by contract staff for appropriate benefits and waiver programs; Conducts an interactive interview for Food Stamp applications after data is gathered and entered into ICES by contract staff; Visits other service centers to conduct interviews; Second-Party-Reviews of all recommendations made by the Contractor; Resolves more difficult or complex cases and specialized issues such as language problems, complex policy interpretations and difficult cases; Examines IRS Data Matches (BEER and UUIDX) to discern discrepant and unreported data; Approves claims referred and calculated by the Contractor; Approve or deny auxiliary benefit requests and under issuance requests; Conducts full eligibility interviews for applicants who choose that point of entry for their application; Serves as point of contact for inquiry referral from government officials; Keeps current on all changes in rules, regulations and guidelines regarding the individual benefit programs; Provides technical assistance to plan, implement and monitor effective programs and services; Monitors cases submitted under contract provisions for compliance with rules, regulations and procedures; Analyze performance data and assist in development of corrective action plans; Assists in representing the State's position at hearings and appeals; Performs related duties as assigned

Responsible for the timely and accurate processing of applications for Medicaid,Hospital Care for the Indigent, Children With Special Needs, and Room and Board Assistance.

Master Of Science, Human Resources Development

Bs, Speech Communications, Counseling Psychology

Activities and Societies: Golden Key National Honor Society

Legal Services Specialist

Education record

Activities and Societies: Computer Club, Offfice Education Association, Junior Achievement, Literary Club