Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kevin Cochran

WINCHESTER

Summary

Dynamic customer service professional with a proven track record at Pearl, excelling in conflict resolution and enhancing customer loyalty. Skilled in active listening and critical thinking, I effectively mentored new hires, fostering a culture of growth and productivity. My emergency response experience further strengthens my ability to perform under pressure.

Overview

28
28
years of professional experience

Work History

Dual Customer Service Rep.

Pearl
10.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.

CSR

Maximus
10.2021 - 10.2022
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

Fire Captain

Georgetown/TMMK Fire Dept
01.2013 - 01.2020
  • Mentored new firefighters in developing essential skills and understanding departmental expectations for performance excellence.
  • Led a team of firefighters in extinguishing hazardous material fires, minimizing environmental impact and potential harm to nearby residents.
  • Improved firefighter safety through consistent training sessions and adherence to established guidelines.
  • Compiled and maintained log books, run reports and training records.
  • Mentored new recruits and junior officers, guiding them through rigorous training programs and preparing them for advancement within department.
  • Coordinated multi-agency operations to mitigate large-scale emergencies, significantly reducing potential property damage and personal injury.

Firefighter/Paramedic

Rapid Response Team
02.1998 - 01.2013
  • Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
  • Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
  • Collaborated with fellow firefighters to execute efficient firefighting strategies, mitigating property damage and loss of life.
  • Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
  • Educated public and community members on fire safety and prevention methods to provide life-saving techniques.

Firefighter

Clark County Fire Department
08.1997 - 02.1998
  • Operated fire hoses, hydrants and extinguishers to eliminate fire and prevent from spreading.
  • Demonstrated strong leadership skills while serving as a mentor to new firefighters, fostering a culture of teamwork and professionalism within the department.
  • Maintained optimal readiness for emergency situations by regularly participating in drills and training exercises.
  • Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.

Education

Master of Science - Fire Science

Keiser University
Sarasota, FL
06-2015

Associate of Science - Fire/EMS

University of Kentucky
Lexington, KY
11-1998

High School Diploma -

George Rogers Clark
Winchester, KY
05-1997

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • New hire training
  • Public speaking
  • Creative problem solving
  • Emergency response
  • Personnel management
  • Fire suppression
  • Technical rescue

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Dual Customer Service Rep.

Pearl
10.2022 - Current

CSR

Maximus
10.2021 - 10.2022

Fire Captain

Georgetown/TMMK Fire Dept
01.2013 - 01.2020

Firefighter/Paramedic

Rapid Response Team
02.1998 - 01.2013

Firefighter

Clark County Fire Department
08.1997 - 02.1998

Master of Science - Fire Science

Keiser University

Associate of Science - Fire/EMS

University of Kentucky

High School Diploma -

George Rogers Clark

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