MICHAEL BASHANT

True born leader

Created a Slack/Google Calendar Integration SOP while still in training: https://docs.google.com/document/d/15eR9JlkGTsEuZsNfF58TVIFseoOr7X5UnJBTOkIAi0E/edit?tab=t.0

Top Performer in all metric categories.

Vocal about thinking outside the box.

Team player.

Proactively optimized the email filter sharing process by creating a comprehensive SOP, reducing delays for L3s and managers and improving onboarding efficiency: https://docs.google.com/document/d/1eVWCBYBfFC2ll9AHHmL6nKLy2FmexfTOcuhN49zrmDA/edit?tab=t.0

• Resolve complex provider and beneficiary issues related to Tricare Health Insurance, while consistently exceeding stringent service metrics.
• Train new hire groups, where exemplary training skills are recognized by upper management.
• Create quick reference guides and procedural documentation used by the customer service department.
• Maintain top-level key performance metrics in all monthly measured categories.
• Demonstrate critical thinking and empathy when handling customer related issues.
• Ability to research, identify, and solve complicated issues while on a call with the member.
• Spearheads the training of coworkers when new systems are implemented for their daily tasks.

• Provided comprehensive IT and accounting support to users of Saas Tops ONE.
• Created accounts for customers being implemented into Tops ONE, converting their data, then supporting the relationship by monitoring their support tickets.
• Created product documentation and user guides, enabling customers to better understand software functionality and features.
• Ranking in the top three of the support department every week for all tracked metrics including ticket resolution and customer satisfaction.
• Proficient in daily used systems such as Zendesk, Capstone/Armyknife, Salesforce, Trapp technology, GotoAssist, WeTransfer, Ring Central, and Microsoft 365.
• Worked in the Conversion Department responsible for converting customer data files into Tops translatable data, prior to working in support.
• Distinguished for mastering complex tasks such as editing Tops ONE letter templates, solving complicated accounting software issues, managing sync issues, and repairing databases.

• Managed a staff of 25 employees, ensuring high quality customer service and satisfaction.
• Conducted productive staff meetings to achieve financial objectives.
• Delivered exceptional customer experiences, consistently surpassing management objectives.
• Led monthly and quarterly sales contests, driving revenue growth and customer loyalty.
• Provided comprehensive training to new team members, emphasizing operational efficiency and superior customer relations.
• Managed employee scheduling, daily food and beverage inventory, while providing motivation and support to team members.
• Demonstrated public speaking, relationship building, and mentoring skills.

• Critical support to financial advisors, ensuring seamless information processing and effective communication across systems.
• Assisted in proposal composition and record keeping.
• Maintained accurate client records and financial information.
• Gathered client data and information for planning purposes.
• Scheduled and coordinated client meetings and appointments.