Michael F. Howard
Houston,TX
Summary
Detail-oriented and empathetic customer service professional with over 5 years of experience, specializing in remote support, resolving client inquiries, and enhancing customer satisfaction. Seeking to leverage my communication and problem-solving skills in a customer-centric role with a forward-thinking company. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative (Remote)
TSi Logistics
06.2021 - Current
- Managed inbound and outbound customer calls, emails, and chats, resolving up to 95% of issues on first contact
- Delivered exceptional service while handling high-volume inquiries, ensuring customer satisfaction through active listening and prompt resolution
- Provided technical support for company software, walking customers through troubleshooting steps and escalating complex issues when necessary
- Collaborated with internal teams to identify and implement service improvements, reducing customer wait times by 20%
Remote Customer Support Agent
ABC Technical Solutions
03.2019 - 05.2021
- Assisted customers with product-related questions and billing inquiries via email and live chat, maintaining a 98% satisfaction rate
- Processed refunds, exchanges, and subscription changes while adhering to company policies, consistently receiving positive feedback from customers
- Utilized CRM software to track interactions, follow up on open issues, and ensure proper documentation of all customer communications
- Trained new team members on customer service best practices and tools, improving team efficiency by 15%
Customer Support Specialist
UnitedHealth Group
05.2017 - 02.2019
- Addressed customer concerns and provided information on products, services, and policies both in-person and via email
- Resolved escalated customer complaints, achieving a 30% increase in positive feedback through conflict resolution techniques
- Acted as a liaison between customers and technical teams to facilitate issue resolution in a timely manner
- Contributed to the development of new training materials and customer service strategies that improved team performance
Education
Bachelor of Science - Business Management
Colorado Technical University
05.2014
Skills
- Remote Customer Service
- Conflict Resolution
- Email and Live Chat Support
- CRM Systems (eg, Zendesk, Salesforce)
- Time Management
- Troubleshooting and Technical Support
- Team Collaboration
- Training and Mentoring
- Customer Service
- Problem-solving abilities
- Active Listening
Timeline
Customer Service Representative (Remote)
TSi Logistics
06.2021 - Current
Remote Customer Support Agent
ABC Technical Solutions
03.2019 - 05.2021
Customer Support Specialist
UnitedHealth Group
05.2017 - 02.2019
Bachelor of Science - Business Management
Colorado Technical University
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