MICHAEL D. ROSE
Customer Service Representative
Greensboro,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Cognosante
Church Falls, VA
12.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Care Associate
Lincoln Financial Group
Greensboro, NC
04.2020 - 10.2021
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained good call control to quickly uncover questions and keep call times low.
- Documented caller information in delivery system to initiate standard responses based on particular needs.
Service Processor
Lincoln Financial Group
Greensboro, NC
04.2017 - 04.2020
- Provided ease of access and navigation for important data by compiling, organizing and uploading organizational documents to database.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Handled client correspondence and tracked records to foster office efficiency.
Service Processor
E Team Inc
Plainfield, NJ
12.2016 - 04.2017
- Verified that information in the computer system was up to date and accurate
- Eliminated outdated records by scanning the records in to the system Updated departmental standard operating procedures and database to accurately reflect the current practices Verified and logged in deadlines for responding to daily inquiries
- Successfully established effective systems for record retention by creating database for daily correspondence tracking.
Customer Service Representative
Bradley Personnel
High Point, NC
06.2016 - 12.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Senior Customer Service Representative
Genworth Financial Lynchburg
, VA
08.2014 - 05.2016
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Processed, scheduled and executed customer orders for new and established customers.
Team Lead, Customer Care Representative
Star Tek
Lynchburg, VA
08.2012 - 08.2014
- Servicing Comcast customers Troubleshooting cable, internet and telephone Taking payments Providing various ways on reducing bills Upgrading customer service.
Key Hourly Manager, Server, Bartender
Buffalo Wild Wings
Lynchburg, VA
10.2005 - 09.2012
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Trained all new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
Education
Associates Degree - Criminal Justice
Central Virginia Community College
Skills
Creative problem solving
Service standard compliance
Administrative support
Multi-line phone talent
CRM
Professional telephone demeanor
Timeline
Customer Service Representative
Cognosante
12.2021 - Current
Customer Care Associate
Lincoln Financial Group
04.2020 - 10.2021
Service Processor
Lincoln Financial Group
04.2017 - 04.2020
Service Processor
E Team Inc
12.2016 - 04.2017
Customer Service Representative
Bradley Personnel
06.2016 - 12.2016
Senior Customer Service Representative
Genworth Financial Lynchburg
08.2014 - 05.2016
Team Lead, Customer Care Representative
Star Tek
08.2012 - 08.2014
Key Hourly Manager, Server, Bartender
Buffalo Wild Wings
10.2005 - 09.2012
Associates Degree - Criminal Justice
Central Virginia Community College