Michael Burns
Webster,NY
Summary
Well-qualified Human Resources professional with proven success in improving operations and solving problems. Multiple years of experience and Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
13
13
years of professional experience
Work History
Remote Human Resources, Customer Service Specialist
Premier Global Building Products
03.2019 - 07.2024
- Respond to customer inquiries via phone, email, and chat, maintaining a 95% customer satisfaction rate
- Resolve customer issues effectively, reducing average resolution time
- Provide detailed product and service information, assisting customers in making informed decisions
- Utilize CRM systems to document customer interactions and track issue resolution
- Collaborate with remote team members to ensure consistent and high-quality service delivery
- Direct Calls To the desired Department
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
Customer Service Representative
Express A.P.S
06.2015 - 02.2019
- Handled a high volume of inbound customer inquiries, achieving a satisfactory outcome
- Assisted customers with account setup, billing inquiries, Product issues, Shipping issues and some technical troubleshooting
- Conducted follow-up calls to ensure customer issues were resolved to their satisfaction
- Participated in training sessions to stay updated on new products and services
- Generated weekly reports on customer feedback and service metrics for management review.
HR, Logistics
DiSisto Farms
09.2011 - 05.2015
- Handed all trucking and Freight
- Processed customer orders, returns, and refunds accurately and efficiently
- Website Management
- Handled Shipping Department Payroll
- Provided professional services and support in a dynamic work environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Applied effective time management techniques to meet tight deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Bachelors in Business Administration B.B.A - Human Resources
University of Rochester
Rochester, NY01.2011
Skills
- Customer Relationship Management
- Issue Resolution
- Staff Management
- Pre-Employment Screening
- Training development
- Management Development
- Recruiting
- Talent management
- Assisting in digital marketing
- Multichannel Support (Phone, Email, Chat)
- CRM Software Proficiency
- Product Knowledge
- Technical Support
- Data Entry & Reporting
- Remote Team Collaboration
- Upselling & Cross-selling
- Training & Mentoring
- Insurance Enrollment
- CRM Systems: Fraser, Dealercenter and Verify
- Communication Tools: Zoom, Microsoft Teams, Google Meets and Calendars
- Data Entry & Reporting: Some Excel and Google Sheets
- Multichannel Support: Phone, Email, Live Chat
- Social Media marketing
Professionaltrainingcerts
- Customer Service Professional Situational Training
- Customer Service Ethics and Awareness Compliance Certification
- Remote Work Professional
References
- Owner of Premier Global, Bill.Hadley@PremierGlbl.com
- Bill Hadley, billhadley56@gmail.com
Timeline
Remote Human Resources, Customer Service Specialist
Premier Global Building Products
03.2019 - 07.2024
Customer Service Representative
Express A.P.S
06.2015 - 02.2019
HR, Logistics
DiSisto Farms
09.2011 - 05.2015
Bachelors in Business Administration B.B.A - Human Resources
University of Rochester
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