Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Michael Becker

Omaha,NE

Summary

Knowledgeable and dedicated customer service professional with extensive 20 years experience in Office Setting & Customer Service industry. Solid team player with Supervisor Team Lead knowledge, outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I do also have past skills in other areas such as dispatch, security monitoring, & programming. Looking for an opportunity to bring my skills over to a good company with great opportunities

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Care Ambassador/Dispatcher

SEi Security Equipment Inc
10.2022 - Current
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Resolved concerns with products or services to help with retention.
  • Logged call information and solutions provided into internal database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Contacted law enforcement in case of unauthorized persons, documents and materials.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites on camera

Customer Service Team Lead

Omaha Steaks International
11.2015 - 03.2022
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Took credit card payments via phone, in person and through email.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Trained new team members by relaying information on company procedure requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Maintained financial accounts by processing customer adjustments.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Used Five9 software to keep records of customer interactions, customer accounts and file documents.

Customer Service Representative

Convergy’s
09.2011 - 10.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 80 calls per shift to meet fast-paced call center demands.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Trained staff on operating procedures and company services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Certification - Information Technology

Metro Community College
Omaha, NE
08.2024

High School Diploma -

Millard South High School
Omaha, NE
04.1996

Skills

  • Data Entry
  • Efficient & Detail-Oriented
  • Call Volume Monitoring
  • Call Control
  • Help Desk Support
  • Billing Systems
  • Calm & Professional Under Pressure
  • Microsoft Office
  • Microsoft Excel
  • Apple macOS
  • Critical Thinking
  • Customer Account Management
  • Call Center Software
  • Oder Processing
  • Inbound Calling
  • Sales & Upselling
  • Understanding Customer Needs
  • Multitasking from 2 to 4 monitors
  • Multitasking & Organizing
  • Dispatch Procedures
  • Account Management
  • Staff Mentoring
  • Employee Performance Reviews
  • Dispatching
  • Emergency Call Response
  • Product Troubleshooting
  • Technical Troubleshooting
  • Microsoft Windows & Office
  • Ticket support system management
  • Customer service expert

Certification

Metro Community College Career Certificate in Field of IT Support

Accomplishments

  • Achieved 2023 Winter Quarter Dean's List with 4.0 Grade Average
  • Achieved 2023 Spring Quarter Dean's List with 4.0 Grade Average
  • Achieved 2024 Summer Quarter Dean's List with 4.0 Grade Average

Timeline

Customer Care Ambassador/Dispatcher

SEi Security Equipment Inc
10.2022 - Current

Customer Service Team Lead

Omaha Steaks International
11.2015 - 03.2022

Customer Service Representative

Convergy’s
09.2011 - 10.2015

Certification - Information Technology

Metro Community College

High School Diploma -

Millard South High School

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Michael Becker