IT Professional · South Florida
Looking to grow into CSM & PM rolesKevin
Banks
Information Technology specialist focused on project management, IoT systems, and customer success — turning complex tech into seamless experiences.
IT Professional · South Florida
Looking to grow into CSM & PM rolesInformation Technology specialist focused on project management, IoT systems, and customer success — turning complex tech into seamless experiences.
About Me
I'm a customer success and IT professional with 7+ years of experience in client-facing roles, currently pursuing a Bachelor of Applied Science in Information Technology with a Project Management focus at Broward College.
I work as a Field Rep & Lead Liaison at Luxer One, serving as the primary point of contact for multi-channel support across multiple Florida properties. I also work as a Chatbot Quality Content Assistant at Broward College, analyzing escalated conversations and delivering feedback to product teams to improve AI performance.
I'm CompTIA A+ certified, actively pursuing Network+, and focused on growing into roles in Customer Success Management and Technical Project Management.
Skills & Certifications
Certification
CompTIA A+
Hardware, software, troubleshooting, and IT support fundamentals.
View credential →In Progress
CompTIA Network+
Networking devices, TCP/IP, IP addressing, and subnetting.
Planned
PMP / PMI-SP
Project Management Professional & Scheduling Professional certifications.
Technical
IoT Systems
Deployment, monitoring, and troubleshooting of smart locker infrastructure.
Methodology
Agile & Scrum
Applied project management, sprint planning, and backlog management.
Analytics
Chatbot QA
Conversation analysis, pattern recognition, and product feedback loops.
Work Experience
Field Rep & Lead Liaison
Luxer One · Fort Lauderdale, FL
Primary point of contact for multi-channel support across multiple Florida properties, resolving parcel and locker system issues with speed and professionalism. Mentor team members while maintaining operational discipline and ensuring consistent service quality. Log and troubleshoot technical issues with automated locker systems, coordinating with property staff and technical teams to diagnose problems and implement solutions.
Chatbot Quality Content Assistant
Broward College
Analyze escalated chatbot conversations to identify root causes and reduce live-agent transfers. Provide structured feedback to product teams, synthesize interaction data to uncover trends, and collaborate cross-functionally to advocate for improved customer experiences.
QA Specialist & Customer Service Rep
Chewy.com
Audited interactions for compliance and coached team members to improve performance consistency. Resolved complex customer issues across phone, chat, and email. Recognized as Employee of the Month (November 2017) for exceptional service quality.
Education
Bachelor of Applied Science In Progress
Broward College
Information Technology · Project Management Focus
Associate of Arts
Broward College
Recognition
Named Luxer Liaison of the Month for delivering world-class experiences at Fort Lauderdale properties — recognized by senior management and residents alike for going above and beyond.
Contact
Open to Customer Success Manager and Technical Support Engineer roles in South Florida or remote. Feel free to reach out — I'd love to connect.