Kevin Adams
NLP & Conversation Designer
Auckland,Stillwater
Summary
Enthusiastic customer focused professional with 15 years of experience in customer service and customer experience. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Conversation Experience Designer
UNEEQ LTD
Auckland
10.2017 - 01.2021
- Designed digital human and chatbot experiences per customer requirements.
- Ran workshops for customers on conversation design processes.
- Developed training programs and instructional materials to further educate on creating digital humans
- Produced original conversations for digital humans and chatbots.
- Created synthetic voices for digital humans with SSML.
- Built NLP models in IBM Watson Assistant and Google DialogFlow.
- NLP model testing and analysis.
Customer Support Manager
FACEME LTD
Auckland
07.2013 - 10.2017
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Responsible for ensuring SLA targets are met.
- Develop and maintain customer facing training material.
- Liaise with Engineering team to ensure service up-time.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
Customer Support Manager
HITECH SOLUTIONS LTD
Auckland
10.2007 - 07.2013
- Participate in hiring and training processes.
- Responsible for ensuring SLA targets are met.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Senior Sales Advisor
KATHMANDU LTD
Auckland
03.2004 - 07.2007
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Staff management, involving rostering, sales training, wages, conflict resolution.
- Provided written weekly reports for head office.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Greeted customers and helped with product questions, selections and purchases, including in-store and e-service transactions.
- Used POS system to process sales, returns, online orders and gift card activations.
- Opened and closed store independently and prepared nightly bank drop for manager.
Education
Conversation Design Certificate -
CONVERSATION DESIGN INSTITUTE
01.2021 - 01.2021
Google Data Analytics Certificate - Data Analytics
Coursera
03.2021 - 05.2021
Skills
Microsoft Windows and Office
Training Materials Development
Verbal and Written Communication
Analytical Thinking and Problem Solving
IBM Watson Assistant and Google DialogFlow
Timeline
Google Data Analytics Certificate - Data Analytics
Coursera
03.2021 - 05.2021
Conversation Design Certificate -
CONVERSATION DESIGN INSTITUTE
01.2021 - 01.2021
Conversation Experience Designer
UNEEQ LTD
10.2017 - 01.2021
Customer Support Manager
FACEME LTD
07.2013 - 10.2017
Customer Support Manager
HITECH SOLUTIONS LTD
10.2007 - 07.2013
Senior Sales Advisor
KATHMANDU LTD
03.2004 - 07.2007