Kevin Carlen

Department Supervisor @Cinch Home Services

Boca Raton, FL, US

Lead and supervise daily operations for the Authorizer and Escalations teams to ensure service levels are consistently met.• Implemented process improvements that boosted service productivity and profitability.• Collaborated with customer-facing supervisors to resolve escalations efficiently, enhancing customer satisfaction.• Developed and enforced Standard Operating Procedures (SOP) to align with corporate strategy and departmental KPIs.• Mentored and guided agents to resolve escalations with mutually beneficial outcomes, promoting a customer-first approach.• Planned and delegated tasks to ensure smooth departmental operations while meeting service level objectives.• Worked cross-functionally with other department managers to support growth strategies and align with overall business goals.