Kenneth Alexander
Milton,ON
Summary
Proven leader in customer service management, adept at enhancing customer satisfaction and streamlining operations. At Wheelking Transhaul, led initiatives that significantly improved efficiency and team performance. Skilled in complaint handling and call center management, with a focus on achieving seamless collaboration and reducing wait times. Demonstrates exceptional mentoring abilities and a commitment to continuous improvement.
Overview
22
22
years of professional experience
Work History
Director of Customer Service
Wheelking Transhaul
03.2020 - 10.2024
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Developed customer service scorecards to measure customer service performance.
- Coordinated with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Conducted regular performance reviews with staff, identifying areas of improvement and providing constructive feedback.
Customer Service Manager
Caravan Logistics
09.2007 - 03.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Lead
Robert Transport
03.2003 - 09.2007
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Education
Business Diploma - Accounting
Sheridan College
Oakville, ON12-2009
Skills
- Complaint handling
- Call center management
- Customer satisfaction measurement
- Policy enforcement
Languages
English
Native or Bilingual
Timeline
Director of Customer Service
Wheelking Transhaul
03.2020 - 10.2024
Customer Service Manager
Caravan Logistics
09.2007 - 03.2020
Customer Service Lead
Robert Transport
03.2003 - 09.2007
Business Diploma - Accounting
Sheridan College
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