Michael Burnette
Damascus,VA
Summary
Proven track record in enhancing patient and customer experiences at Allied Universal Security Services, mastering technical troubleshooting and empathetic support. Skilled in healthcare coordination and technical problem-solving, increased loyalty through effective dispute resolution. Demonstrates integrity and advanced technical knowledge, ensuring compliance and safety in high-stress environments.
Overview
7
7
years of professional experience
Work History
Patient Support Specialist
Allied Universal Security Services
08.2022 - 05.2024
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Implemented effective follow-up procedures to monitor patient progress and ensure timely interventions when necessary.
- Developed strong relationships with external vendors to ensure consistent supply levels for medical products required in daily operations.
- Enhanced passenger safety by conducting thorough security screenings and inspections of luggage, vehicles, and individuals.
- Assisted passengers with special needs or disabilities during the security screening process, ensuring their comfort and dignity were maintained at all times.
- Performed pat-downs to look for unauthorized materials and weapons.
Technical Support Representative
Teleperformance
02.2018 - 05.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
Advance Call Center Technologies
03.2017 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Holston High School
Damascus, VA05.2009
Skills
- Patient confidentiality
- Follow-up Coordination
- Healthcare industry understanding
- Insurance Verification
- Technical Troubleshooting
- Product Troubleshooting
- Remote Support
- Water heater repair
- Electrical Wiring Knowledge
- Code Compliance Awareness
- Integrity and Honesty
- De-Escalation Techniques
- Policy Enforcement
Timeline
Patient Support Specialist
Allied Universal Security Services
08.2022 - 05.2024
Technical Support Representative
Teleperformance
02.2018 - 05.2021
Customer Service Representative
Advance Call Center Technologies
03.2017 - 02.2018
High School Diploma -
Holston High School