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KEVIN NORRIS
(312) 778-3871
kevnorris722@yahoo.com
ACCOUNT REPRESENTATIVE CAREER PROFILE
Results-oriented, quality-driven customer service professional with over 10 years’ experience as a liaison between
company & client with extensive knowledge in satisfying client need while meeting challenging deadlines; who
demonstrates consistent achievement of objectives; dedication to organizational goals.
Core Knowledge & Skill Areas:
Accomplished Professionalism During Client Contact Successful Marketing of Product/Service Value to Client
Order & Billing Data Entry Speed & Accuracy Management of Multiple Projects Simultaneously
Customer Service Solutions Conflict Resolution Management
Detail-Oriented Self Starter Client Retention Proficiency
EMPLOYMENT HISTORY
Computer Lab Facilitator, The Salvation Army ARC, Chicago, IL 06/2015 - Present
Selected Accomplishments:
 Consult over 50 employees on how to create and modify resumes
 Maintain a 15 - computer network which includes hardware/software regulation
 Collaborate with management to find employment opportunities for over 50 employees thus far
Music Artist, Self Employed, Chicago, IL 01/2012 - Present
Selected Accomplishments:
 Created a hub for DJ/Music Producer business by establishing a web presence on 7 social media sites
 Networked with over 50 DJ’s/Producers to optimize performance/studio time opportunities for new talent
 Improved focus & discipline of work ethic by 50% by interminable execution of DJ & engineer techniques
Recruiter, People Scout Inc., Chicago, IL 03/2011 - 10/2011
Selected Accomplishments:
 Optimized number of quality employee candidates the client companies required by 30%
 Saved the client companies $500 or more in training costs by validating & referring only the most qualified
 Achieved high monthly approval ratings from management 6 out of 7 months
Telemarketing Service Representative, TTC Marketing Solutions, Chicago, IL 04/2010 - 02/2011
Selected Accomplishments:
 Increased sales of college admissions by 20% in 1 years’ time
 Produced and maintained 10% higher talk time/idle time ratio (from 80% to 90%) within the first 2 months
of employment
 Saved contracted client 20% of potential lost revenue when asked to retain customers who were dissatisfied
(according to a poll) with their electric service
Customer Service Representative, Goes Lithographing Company, Chicago, IL 06/2007 - 06/2009
Selected Accomplishments:
 Produced 20% faster returns on customer orders by personally overseeing the production, billing process &
shipment of products from start to finish
 Delivered 30% faster response time when client requested proofs and copy changes by being proactive and
anticipating customer needs
 Expanded customer base by conducting market research strategies in over 20 states and parts of Canada
Office Manager, Jackson Park Golf Association, Chicago, IL 02/2004 - 10/2005
Selected Accomplishments:
 Increased the awareness of the game of golf by providing the community with information about the $500 -
$1000 Chick Evans College Scholarship Fund that can be earned by being a caddie
 Given the autonomy to expand the efficiency of the office by utilizing my knowledge of computer technology,
increasing automation and office production by 50%

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(312) 778-3871 kevnorris722@yahoo.com
Contractor Assistant, Alan Lewis (Home Remodeling Subcontractor), Chicago IL 02/2002 – 12/2003
Selected Accomplishments:
 Installed, prepared & repaired over 75 sheets of dry wall for a busy home/apartment remodeler
 Prepared & painted over 100 rooms, hallways, vestibules, stairwells, etc.
 Consulted with over 30 clients regarding building & remodeling design, installation & repair
Customer Service Representative, SBC Comm. (now AT&T), Chicago, IL 03/2001 - 11/2001
Selected Accomplishments:
 Increased sales commission by 20% the first 3 months by having a high talk time/idle time ratio (90% or
better)
 Produced 4 monthly high quality approval ratings from management as a result of professional and effective
customer service while exceeding challenging deadlines
 Saved company thousands of dollars in revenue by educating customers of the value of the service they have
during a time of divestiture and high competition
Customer Care Representative, GTE Airfone, Oakbrook, IL 02/2000 - 11/2000
Selected Accomplishments:
 Quickly gained the confidence of management due to the high level of quality contact with in-flight
passengers (over 60 calls per day)
 Increased customer awareness 20% by validating the value of Airfone service by conducting monthly
marketing surveys & promotions
 Expanded knowledge of conflict resolution by managing issues individually such as calls being dropped,
credit card discrepancies, etc.
Customer Service Representative, CCH Incorporated, Chicago, IL 01/1998 - 10/1998
Selected Accomplishments:
 Minimized inaccuracies of tax documents, billing statements & accounting ledgers for businesses by
providing complete information and service to over 50 customers a day regarding tax research periodicals
and software
 Achieved 85% or better talk time/idle time ratio by owning responsibility for satisfying customers and
completing data entry on their accounts before the end of the call
Collections Representative, Sprint Communications, Chicago, IL 02/1997 - 12/1997
Selected Accomplishments:
 Played a significant role in the collection of over $50,000 per day in an outbound call center
 Gained recognition for collecting the highest single payment for that year ($10,200)
Customer Service Representative, Sprint Communications, Atlanta, GA 04/1996 - 01/1997
Selected Accomplishments:
 Delivered a high level of customer service with professionalism, efficiency and speed while communicating
with over 60 customers per day
 Increased customer loyalty in a competitive industry by teaching them the value of various calling plans that
would save them 20% or more on their long distance billing costs
Service Representative, Ameritech (Now AT&T), Chicago, IL 03/1990 - 10/1995
Selected Accomplishments:
 Liaison between company & customer for over 40 customers per day that included orchestrating new phone
& internet service, billing inquiries & service changes
 Exceeded expectations of management by being responsible for 90% or better approval ratings 4/5 years
 Expanded the skill of multitasking by learning different techniques of customer relations from over 100
experienced personnel
EDUCATION
Economics Major, University of Illinois - Chicago, Chicago IL 1982 - 1985