Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Kevin L Losse

Coon Rapids

Summary

Dynamic Customer Service Supervisor at Perfect Memorials with a proven track record in enhancing team productivity and customer satisfaction. Skilled in conflict resolution and employee training, I developed comprehensive training materials and streamlined processes, significantly reducing turnover and improving service quality. Adept at building relationships and fostering a collaborative work environment.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Perfect Memorials
Eden Prairie
01.2011 - 02.2025
  • Answer a high volume of incoming phone calls, emails and chats in a priority manner.
  • Schedule weekly assignments for employees.
  • Complete monthly schedules, approved employee work hours, payroll.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Coached employees through day-to-day work and complex problems.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Develop policies & procedures to better improve company operations.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Led regular customer service meetings to review progress, identify challenges and provide feedback.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Led by example, handling complex customer issues personally to ensure high standards of service.
  • Coordinated with other departments to ensure a seamless customer experience.
  • Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.

Leasing Consultant

Stoneleigh At the Reserve
Plymouth
01.2007 - 01.2011
  • Efficiently provided administrative services to include booking appointments, answering and returning phone calls, collecting and maintaining client information.
  • Greeted clients, showed apartments, and prepared leases.
  • Responsible for sales, closing detail, & assist in resident management.
  • Assist property management including monthly reports, accounting, market analysis, and resident fee reviews.
  • Provide exceptional customer service to prospective and current residents.
  • Plan and organize property events.
  • Prepare & stage apartments for showings.
  • Continued education on fair housing laws.
  • Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
  • Collected monthly rent payments and other fees, always properly recording, and processing money.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Streamlined leasing processes by implementing efficient record-keeping methods, ensuring accurate documentation and reducing errors.
  • Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
  • Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features.
  • Assisted residents in understanding their rental contracts, handling disputes professionally while mediating fair resolutions between parties involved.
  • Enhanced community engagement with the organization of various events, fostering a positive living environment for all residents.
  • Collaborated with property managers to establish marketing initiatives that attracted new tenants and retained existing ones.
  • Optimized tenant retention rates through proactive communication and attentive customer service, creating a sense of loyalty among residents.

Education

High School Diploma -

Foster High School

Skills

  • Problem solving
  • Time management
  • Exceptional customer service
  • Multitasking and organization
  • Team building and leadership
  • Work prioritization
  • Relationship building
  • Handling escalations
  • Proficient in MS Word, Teams, Outlook, Excel, PowerPoint, OneNote
  • Customer service
  • Employee training
  • Performance evaluation
  • Policy development
  • Customer retention
  • Conflict resolution
  • Communication skills
  • Relationship management
  • Coaching techniques
  • Empathy and patience
  • Employee scheduling
  • Customer relations
  • Call center management

Certification

  • MRA Supervisor courses
  • Certified In CPR

Accomplishments

  • Perfect Memorials -
  • Wrote and organized an extensive training manuals for employee development; to coincide with the company's - three week training program. Developed a personal training technique that was adopted by the company to effectively train employees in job performance.
  • Developed a metric system to track employee performance, including listening to recorded phone calls & proofreading of emails/chats.
  • Developed a bonus program based on employee performance, which was adopted by the company for implementation in other departments.
  • Stoneleigh at the Reserve -
  • Developed personal closing strategies to stay at 90% occupancy rate or above.
  • Implemented the planning and organization of quarterly marketing events to attract new residents and to retain current residents.
  • Always maintained a 95% or higher score from secret shopper reports.

Timeline

Customer Service Supervisor

Perfect Memorials
01.2011 - 02.2025

Leasing Consultant

Stoneleigh At the Reserve
01.2007 - 01.2011

High School Diploma -

Foster High School

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Kevin L Losse