Summary
Overview
Work History
Education
Skills
Timeline
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MICHAEL BARLETTA

Ballston Lake,NY

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience

Work History

Inbound Call Center Sales Representative

Spectrum
07.2023 - Current
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Educated customers on company systems, form completion, and access to services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.

Site Manager

Saratoga Auto Supply
10.2022 - Current
  • Ordered parts for customers, repair shops, and service departments for use in Automotive Repair
  • Analyzed sales trends to follow demands of customers and in-shop needs.
  • Monitored and evaluated supplier performance to maintain quality of parts.
  • Rearranged parts department to better serve changing trends and keep workspaces organized.
  • Provided timely, insightful and accurate reports to upper management.
  • Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
  • Processed and reshelved return orders, checking for discrepancies, potential usage and work flow optimization
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
  • Maintained current knowledge of evolving changes in marketplace.
  • Stayed current on company offerings and industry trends.

Shop Manager

Auto Solutions
03.2022 - 10.2022


  • Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Fulfilled all supervisory duties when Store Manager was on vacation.
  • Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Mentored team members to enhance professional development and accountability in workplace.

Store Manager

Firestone
09.2016 - 03.2022
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels
  • Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
  • Created work schedules according to sales volume and number of employees.
  • Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Oversaw, trained and encouraged, promoting culture of efficiency and performance.
  • Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Managed, hired and developed top talent to strengthen workflow and productivity.
  • Managed all aspects of store operations, including organization, maintenance and purchasing functions.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Generated repeat business by delivering exceptional customer service and positive engagement.

Solution Specialist

Verizon Wireless
07.2014 - 09.2016
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Recommended and helped customers select merchandise based on their needs.
  • Confirmed that appropriate changes were made to resolve customers' problems.
  • Exercised sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
  • Informed customers about sales and promotions in a friendly and engaging manner.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Trained new employees on company customer service policies and service level standards.
  • Demonstrated that customers come first by serving them with a sense of urgency.
  • Worked as a team member to provide the highest level of service to customers.
  • Support customers with online billing and account issues.
  • Developed and maintained positive customer relationships.

Field Technician/Helpdesk Representative

Priority One Networks
12.2013 - 07.2014
  • Analyzed software, hardware and network systems for various transmission systems.
  • Configured and installed routers, switches and wireless controllers.
  • Maintained company servers, computers, printers, cables and other equipment.
  • Acted as primary contact for computer hardware and software problems, as well as network emergencies.
  • Responded to all client requests for technical support by phone, email and the inter-office chat service.
  • Diagnosed network problems involving a combination of hardware, software, power and communications issues.
  • Set up, tested and configured networks, desktops, laptops and printers.
  • Coordinated hardware and software repair processes with outside vendors.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.

Education

Coursework in Operating Systems and System Programming -

Schenectady County Community College
Scotia, NY

High School Diploma - Printing Management, Graphic Design and Communications

Burnt Hills Ballston Lake High School
Ballston Lake, NY
2011

Skills

  • Computer Skills
  • CRM Software
  • Goal-Oriented
  • Call Control
  • Complaint Resolution
  • Account Updating
  • Customer Relationship Management
  • Payment Processing
  • Report Preparation
  • Data Entry
  • Customer Service
  • Product Upselling
  • Technical Support
  • Sales Closing
  • Quality Assurance
  • Credit Adjustments
  • Inbound Phone Calls
  • Quality Control
  • Brand Representation
  • Interpersonal Skills
  • Problem-Solving Skills
  • Gathering Information
  • Calm Disposition
  • Resolving Issues
  • Communicating With Clients
  • Record Preparation
  • Verbal and Written Communication
  • Product Knowledge
  • Training Experience
  • Call Center Customer Service
  • Proficient in Microsoft and Windows
  • Data Gathering
  • Logging Call Information
  • Delivery Tracking
  • System Documentation
  • Documentation and Reporting
  • Building Rapport
  • Database Research
  • Cash Handling
  • Technical Troubleshooting
  • Quality Assurance Controls
  • Inbound Phone Call Management
  • Performance Monitoring
  • Customer Communications
  • Sales Expertise
  • Answering Questions
  • Account Management

Timeline

Inbound Call Center Sales Representative

Spectrum
07.2023 - Current

Site Manager

Saratoga Auto Supply
10.2022 - Current

Shop Manager

Auto Solutions
03.2022 - 10.2022

Store Manager

Firestone
09.2016 - 03.2022

Solution Specialist

Verizon Wireless
07.2014 - 09.2016

Field Technician/Helpdesk Representative

Priority One Networks
12.2013 - 07.2014

Coursework in Operating Systems and System Programming -

Schenectady County Community College

High School Diploma - Printing Management, Graphic Design and Communications

Burnt Hills Ballston Lake High School

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MICHAEL BARLETTA