Kevin David
Roystonia
Summary
Over 20 years of experience in customer service, customer support, account management, management, and sales processing. Brings expertise in the technology, telecommunications, and consumer goods industries. Main focus is on maintaining customer satisfaction and excelling in quality, speed, and process optimization. Known for articulate and energetic approach, as well as ability to quickly adapt and learn. Results-oriented mindset complemented by a genuine passion for developing relationships and cultivating partnerships.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Customer Service Advocate | Account Manager (AG)
Telecommunications Services of Trinidad & Tobago
09.2003 - 07.2022
- Over 18 years of experience in customer service, sales, and relationship management roles for TSTT's residential and commercial markets within mobile and fixed-line businesses
- Provided support in the management of an assigned portfolio of 300+ customers, by maintaining current knowledge of company policies, products, and marketing initiatives to serve each customer best and achieve sales targets
- Worked in project teams as a support to Account Managers identifying business needs and determining solutions to service failures
- Assist in continuing efforts to improve customer service by collecting and assessing complaint information
- Worked collaboratively with other departments to resolve service failures, and developed and implemented appropriate solutions for clients
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Enhanced productivity levels by anticipating needs, upselling, and delivering outstanding support
- Exhibited high energy and professionalism when dealing with clients and staff
- Trained staff on operating procedures and company services
- Worked with the Technology group conducting User Acceptance Testing (UAT), before the launch of the new CRM system to the corporate group
- Developed & Co-Authored Training Manual for new CRM, Ericsson Order Care (EOC)
- Operated POS system to itemize and record customer payments
- Educated customers about billing, payment processing, and support policies and procedures
- Maintained the debt management process as outlined by company policy, contacting debtors by telephone, email, or other means available and issuing overdue notices, and establishing repayment agreements
Wholesale Coordinator
PRICESMART (TRINIDAD) Ltd
10.2001 - 07.2002
- Sales and after-sales service and support
- Prospecting
- Prepared all sales documentation such as contracts
- Other related marketing activities
- Consistently exceeded defined sales targets by 10-25% between 2001-2002
- Achieved positive reviews from PriceSmart members
Manager | Supervisor | Merchandiser
Rhino Marketing
09.1995 - 03.2000
- Prospecting, Sales, and after-sales service and support achieving defined sales targets
- Coordinating the daily operations: inventory control, balancing accounts, recruitment, supervision, and administration
- Training and Development of recruits in the company's direct sales methods and office procedures
- Conducting daily and weekly motivational meetings for trainees
- Accomplished multiple tasks within established timeframes
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Evaluated employees' strengths and assigned tasks based on experience and training
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge, and customer demands
- Raised performance in sales, management, and operations by identifying and targeting areas needing improvement
Education
MBA - Entrepreneurial Management
Australian Institute of Business
01.2018
BBA - Entrepreneurial Management
Australian Institute of Business
01.2017
Skills
- Management
- Account Management
- Debt Management
- Microsoft Office
- Problem Solving
- Customer service
- Training and Development
- Customer Support
Certification
- The Complete Business Analysis Fundamentals Course, UDEMY, 02/01/23
- Introduction to Service Management with ITIL 4, UDEMY, 10/01/22
- Introduction to Social Media Marketing META, Coursera, 10/01/22
- Lean Six Sigma White Belt, The Council for Six Sigma Certification (CSSC), 08/01/22
- Data Analytics 101, INCUS Services Ltd, 12/01/20
- Edexcel BTEC Level 5 Certificate in Management & Leadership, Brighton School of Business and Management, 08/01/13
- Ministerial & Leadership Training, Miracle Ministries School of Ministry & Tertiary Education, 10/01/01
Timeline
Senior Customer Service Advocate | Account Manager (AG)
Telecommunications Services of Trinidad & Tobago
09.2003 - 07.2022
Wholesale Coordinator
PRICESMART (TRINIDAD) Ltd
10.2001 - 07.2002
Manager | Supervisor | Merchandiser
Rhino Marketing
09.1995 - 03.2000
BBA - Entrepreneurial Management
Australian Institute of Business
- The Complete Business Analysis Fundamentals Course, UDEMY, 02/01/23
- Introduction to Service Management with ITIL 4, UDEMY, 10/01/22
- Introduction to Social Media Marketing META, Coursera, 10/01/22
- Lean Six Sigma White Belt, The Council for Six Sigma Certification (CSSC), 08/01/22
- Data Analytics 101, INCUS Services Ltd, 12/01/20
- Edexcel BTEC Level 5 Certificate in Management & Leadership, Brighton School of Business and Management, 08/01/13
- Ministerial & Leadership Training, Miracle Ministries School of Ministry & Tertiary Education, 10/01/01
MBA - Entrepreneurial Management
Australian Institute of Business
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