KEVIN BANKS
Schaumburg
Summary
Dedicated Customer Service professional with proven experience in resolving issues and enhancing customer satisfaction, seeking to leverage skills and expertise to contribute to a dynamic team and drive service excellence.
Overview
21
21
years of professional experience
Work History
Customer Care Professional
United Health Care
11.2010 - 08.2025
- Company Overview: www.uhc.com
- Achieved a remarkable 95% customer satisfaction rating through effective communication and outstanding problem-solving skills.
- Resolved an impressive average of 50+ customer inquiries daily, significantly enhancing service efficiency and reducing response time by 30%.
- Implemented a cutting-edge after call note system that boosted team productivity by 25% and streamlined issue resolution processes.
- Honored with "Employee of the Month" recognition for consistently surpassing performance targets and delivering exceptional service levels.
- Developed and conducted impactful training sessions for new hires, improving onboarding efficiency and elevating team performance metrics by 20%.
- Successfully managed escalated complaints, leading to a remarkable 40% decrease in customer churn rates.
- Achieved a 95% customer satisfaction rating through effective communication and problem-solving skills.
- Resolved an average of 50+ customer inquiries daily, enhancing service efficiency and reducing response time by 30%.
Customer Service
AON
11.2008 - 10.2009
- Company Overview: www.aon.com
- Improved customer satisfaction ratings by 30% through effective communication and problem-solving techniques.
- Achieved a customer retention rate of over 85% through personalized service and proactive follow-ups.
- High volume call center for medical benefits
Customer Service
Magic Chef
10.2004 - 10.2008
- Company Overview: magicchef.com
- Successfully resolved over 1,000 customer inquiries per month, maintaining a response time of under 24 hours.
- Received the "Employee of the Month" award three times for exceptional performance in customer service excellence.
- Collaborated with cross-functional teams to enhance product offerings based on customer feedback, leading to a 15% boost in retention rates.
- Managed customer service operations and coordinated warehouse loading to ensure timely order fulfillment.
- Trained and mentored new customer service representatives, fostering a culture of teamwork and continuous improvement.
- Implemented customer feedback mechanisms to drive service enhancements and improve overall customer satisfaction.
- Developed and maintained a comprehensive knowledge base to streamline customer inquiries and provide accurate information.
- Analyzed customer service metrics and generated reports to identify trends and areas for improvement.
- Customer Service and warehouse loading
Education
High School Diploma - None
05.1997
Skills
- Communication Skills
- Teamwork
- Time Management
- Problem Solving
- Adaptability
- Critical Thinking
- Organizational Skills
- Basic Computer Proficiency
- Customer service excellence
- Complaint handling
- Data management
- Inbound call answering
- Organization and recordkeeping
Websites
Timeline
Customer Care Professional
United Health Care
11.2010 - 08.2025
Customer Service
AON
11.2008 - 10.2009
Customer Service
Magic Chef
10.2004 - 10.2008
High School Diploma - None
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