Michael Baumgartner
Denver,CO
Summary
Assertive professional with expertise in conflict resolution and billing disputes. Articulate communicator and pragmatic problem-solver with dedication to service and satisfaction. Enforces corporate policies to reduce shrink and increase profits.
Overview
15
15
years of professional experience
Work History
Sr. Manager Customer Relations
AT&T
Denver, Colorado
10.2020 - Current
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Enhanced internal customer tool to boost operational efficiency
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Utilized CRM tools effectively in order to manage relationships with customers.
- Coordinated with vendors regarding product delivery timelines and availability.
- Facilitated communication between management teams and clients regarding issues or concerns that arise during projects.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Retail Sales Consultant/ Integrated Solutions Consultant
AT&T
Missoula, MT
04.2016 - 10.2020
- Execute Daily Sales of Entertainment/products to consumers, maintaining a knowledge bank of multiple resources providing consistent information
- Delivering an effortless customer experience in all transactions
- Consistently deliver an extraordinary Effortless customer experience for multiple customers on a daily basis while adhering to company policy
- Ability to problem solve quickly and troubleshoot devices making sure the customer’s issue is resolved for first call resolution
- Maintain consistent numbers and being top sales among Teammates
- Ability to coach provide feedback in a positive manner and keeping a positive store environment driving more sales and a consistent WTR in the store
- Comply to using industry standard techniques and ability to follow instructions for inventory related aspects of the job, Including the ability to merchandise walls for accessories, accountability for money and completing daily tasks and complying to company standards
Team Manager
DIRECTV
Missoula, MT
05.2015 - 04.2016
- Motivate and supervise a team up to 16 agents ensuring compliance to company policy and procedures with a focus on the customer experience
- Provide feedback, coaching, trainings, personal development and disciplinary actions up to termination
- Skills to adapt and manage projects big or small while still maintaining a highly performing team
- Excellent time management, prioritization and detailed oriented skills to plan my day and assist agents with passion while delivering results
- Perform additional job related duties and responsibilities as assigned from my manager or peers as required to improve the customer experience and loyalty
- Ability to have cross-functional relationships with management groups in the call center insuring we are delivering a consistent message
Case Manager
DIRECTV
Missoula, MT
02.2015 - 05.2015
- Qualified technical subject matter expert who performs investigations into resolving customer issues, interfaces with multiple internal departments to discover root cause, and pride myself in providing the best solution to the customer
- I resolve all escalated technical support customer issues while managing 30-100 cases a month
- Establish rapport with customer, keeping them informed of progress toward resolution
- Probe and assess technical issues to discover problems and causes, collect data, investigate possible solutions, and implement resolutions
- Navigate multiple data entry systems and other relevant applications, tools and resources
- I possess excellent written and verbal communication skills, including emphasis on thorough documentation of actions, as well as professional communications via email
Customer Welcome Agent
DIRECTV
Missoula, MT
03.2013 - 02.2015
- Achieved and exceeded company standards and productivity to drive one call resolution for customers
- Supported team members in achieving company goals through huddles and peer side-by-sides
- Provided feedback/Coaching to help improve teammates productivity in providing a first call resolution
- Completing both BGI and TEC calls as assigned to maximize productivity
- While enhancing the customer experience
Crew Trainer/Supervisor
McDonalds Inc.
Missoula, MT
03.2010 - 08.2012
- Crew trainer and motivated McDonald’s employee
- Learned leadership skills, training and customer service skills
- As part of the McDonald’s workforce team I gained insight and critical knowledge in training methods to support team members
- Responsible for maintaining operational standards within company policy and procedures
- Motivated crewmembers to meet and exceed company goals
- Monitored daily production and training procedures to comply with company standards
- Strong ability to lead a group while achieving peak performance and maintaining a positive and fun atmosphere
Education
Some College (No Degree) -
The University of Montana
Missoula, MTSkills
- Talent Development
- Trend Analysis (Tableau)
- Partnership Development
- Account Management
- Customer Retention Strategy
- Data Gathering and Reporting
References
Available upon Request
Timeline
Sr. Manager Customer Relations
AT&T
10.2020 - Current
Retail Sales Consultant/ Integrated Solutions Consultant
AT&T
04.2016 - 10.2020
Team Manager
DIRECTV
05.2015 - 04.2016
Case Manager
DIRECTV
02.2015 - 05.2015
Customer Welcome Agent
DIRECTV
03.2013 - 02.2015
Crew Trainer/Supervisor
McDonalds Inc.
03.2010 - 08.2012
Some College (No Degree) -
The University of Montana
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