Micah Fullwood
Kennesaw,GA
Summary
Results-driven customer service professional with over 8 years of experience in B2B and C2C environments. Proficient in utilizing CRM systems to enhance operational efficiency and drive customer retention. Strong communicator with analytical skills focused on implementing strategies that improve overall performance and foster positive customer relationships.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
S.P Richards Co
Atlanta, GA
07.2023 - 01.2024
- Managed B2B customer support inquiries via Salesforce workflow and phone, delivering prompt solution-focused customer interactions.
- Coordinated and managed custom, non-stock items, delivery, and setup services, as well as high-volume orders, ensuring timely and accurate pricing to meet specific customer needs and project requirements.
- Responded to customer inquiries regarding product-related questions with in-depth knowledge that helps them make informed decisions.
- Promptly fulfill customer requests for proof of delivery, invoices, and credit documentation, ensuring accuracy and timely responses to support smooth account reconciliation and customer satisfaction.
Customer Resolution Specialist
Atlanta Network Technologies
Atlanta, GA
01.2022 - 07.2023
- Communicated resolution outcomes to customers and stakeholders, providing clear explanations of decisions and next steps to ensure transparency and maintain positive relationships.
- Utilized CRM and dispute management systems to track cases, document actions, and maintain up-to-date records on dispute statuses and outcomes.
- Investigated and resolved disputes by thoroughly reviewing customer claims, transaction data, and supporting documentation to determine the validity of discrepancies.
- Analyzed financial data and transaction history to identify patterns or irregularities that contribute to disputes, developing recommendations to prevent recurring issues.
Property Manager
MDF Investments LLC
Atlanta, GA
05.2021 - 06.2022
- Managed daily operations for multiple short-term rental properties, overseeing all aspects of property management, including guest bookings, check-ins, and check-outs, ensuring smooth and efficient operations.
- Responded promptly to guest inquiries and concerns, providing exceptional customer service to address issues and enhance the guest experience, consistently earning positive reviews and repeat business.
- Implemented dynamic pricing strategies based on market trends and seasonal demand, optimizing occupancy rates and maximizing rental income.
- Resolved guest disputes and managed complaints professionally, ensuring timely resolutions that maintained positive guest relationships and protected property ratings.
Accounts Receivable Specialist
Sequium Asset Solutions
Marietta, GA
10.2019 - 01.2022
- Monitored and tracked outstanding balances in customer accounts, consistently meeting or exceeding monthly collection goals by resolving delinquent accounts efficiently.
- Provided regular reports to management on collection activities, account statuses, and recovery rates, contributing to the development of strategies to reduce delinquency rates.
- Contacted customers with overdue accounts through phone, email, and written correspondence, negotiating payment plans and settlements, while maintaining professionalism.
- Processed payments and updated account records in the CRM system, ensuring accuracy and timely reporting of all financial transactions.
Education
Certificate - Cybersecurity
Atlanta Metropolitan State College
Atlanta, GA12-2024
High School Diploma -
Pebblebrook High School
Mableton, GA05-2015
Skills
- Salesforce CRM
- Technical Troubleshooting
- Adaptability and Flexibility
- Attention to Detail
- Microsoft 365 Office
- Time Management and Prioritization
- Problem-Solving and Conflict Resolution
- Self-Starter
- Critical Thinking
Timeline
Customer Support Representative
S.P Richards Co
07.2023 - 01.2024
Customer Resolution Specialist
Atlanta Network Technologies
01.2022 - 07.2023
Property Manager
MDF Investments LLC
05.2021 - 06.2022
Accounts Receivable Specialist
Sequium Asset Solutions
10.2019 - 01.2022
Certificate - Cybersecurity
Atlanta Metropolitan State College
High School Diploma -
Pebblebrook High School
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