Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kevin P Lohman

Fort Collins,CO

Summary

Dynamic leader with proven expertise in customer service and problem-solving, honed at Perx.com. Excelled in enhancing team productivity and customer satisfaction through effective training and mentoring. Achieved significant reductions in customer complaints by implementing innovative solutions. Skilled in time management and decision-making, consistently delivering personalized customer experiences and driving sales success.

Overview

21
21
years of professional experience

Work History

Customer Service Manager

Perx.com
07.2007 - 07.2021
  • Managed a team of 25+ travel sales agents/customer service representatives in a complex call center environment fostering a positive work environment focused on teamwork, collaboration and attainment of sales goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Assumed ownership of customer issues/complaints through to resolution prioritizing customer satisfaction, loyalty and profitability.
  • Reduced customer complaints, proactively via agent performance reviews addressing issues and implementing effective solutions.
  • Represented Perx.com at Airline industry trade shows illustrating company value to customer base while enhancing vendor relationships.
  • Identifying and interviewing potential new hire candidates for Travel Sales Agent positions.
  • Provided daily Supervisory and Customer Service support for 12+ remote agents operating out of our Canadian offices.

Travel Agent Sales Consultant

Perx.com
05.2000 - 06.2006
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Designed personalized vacation experiences based on thorough understanding of each client's interests, budget constraints, and desired outcomes.
  • Managed daily inbound sales call volume of 75+ while effectively managing heavy internal company/vendor/customer email communications.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Consistently ranked amongst top producing sales agents.
  • Resigned position with open ended offer of future employment.

Education

BBA - Business Management

Texas State University
San Marcos, TX

Skills

  • Customer service
  • Problem-solving
  • Conflict de-escalation
  • Customer focused
  • Time management
  • Training and mentoring
  • Decision-making

Accomplishments

    In my role as Customer Service Manager for Perx.com I identified critical errors in the Reservation Sales Tracking system allowing unauthorized use of customer credit by sales agents directly impacting company profitability, resulting in the prevention in excess of $750,000 of potential unauthorized credit access.

    Military Service

    United States Air Force, 32nd Tactical Fighter Group Military Police Squadron, Soesterberg, Holland 1987-1991.

    Recipient of the National Defense Service Medal, Air Force Commendation Medal for outstanding performance, Good Conduct Medal. Held NATO Secret Clearance, Desert Storm Veteran.

Timeline

Customer Service Manager

Perx.com
07.2007 - 07.2021

Travel Agent Sales Consultant

Perx.com
05.2000 - 06.2006

BBA - Business Management

Texas State University

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Kevin P Lohman