Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Michael Burns

Las Vegas,NV

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

38
38
years of professional experience

Work History

Customer Service Specialist

Williams-Sonoma
Las Vegas, NV
09.2008 - 04.2016
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Supervisor of Operations

Allegiant Airlines
Las Vegas, NV
02.2008 - 08.2008
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and maintained relationships with external vendors and suppliers.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Analyzed and reported on key performance metrics to senior management.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Supervisor

Alaska Airlines
San Francisco, CA
09.1991 - 02.2008
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Achieved results by working with staff to meet established targets.
  • Monitored workflow to improve employee time management and increase productivity.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Gathered, organized and input information into digital database.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.

Customer Service Associate

SkyWest Airlines
Monterey, CA
05.1989 - 09.1991
  • Developed and updated databases to handle customer data.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained staff on operating procedures and company services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Responded proactively and positively to rapid change.
  • Informed customers about special promotions and provided detailed information for various products.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Utilized internal software and tools to meet customer needs and resolved issues promptly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Cross-trained and provided backup support for organizational leadership.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided customer feedback to management and identified areas of improvement for products and services.

Customer Service Associate

Nordstrom
Spokane, WA
07.1987 - 05.1989
  • Developed and updated databases to handle customer data.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Informed customers about special promotions and provided detailed information for various products.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Enlisted Soldier

British Army
Nuneaton, Warwickshire, England
05.1978 - 01.1986
  • Dealt with inter-company conflicts to remove obstacles to troop readiness.
  • Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
  • Worked weekends and long hours in deployed locations to complete operational taskings.
  • Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
  • Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
  • Fully trained soldier with top secret security clearance
  • Provided professional reconnaissance and security support during varied operations.

Education

BBA - Business

American Online University
Las Vegas, NV

High School Diploma -

Nicolas Chamberlaine Comprehensive
Bedworth, United Kingdom
05.1978

Skills

  • Customer Relations

  • Carrier Relations
  • Energy Conservation
  • Good Communication Skills
  • Project Management
  • Senior Leadership Support
  • Customer Service
  • Effective Written and Verbal Communication
  • Customer Service and Assistance
  • Call Centers
  • Microsoft Office
  • Conflict Mediation
  • Regulatory Compliance
  • Creative Solutions
  • Aircraft Dispatch
  • Customer Information Databases
  • Agent Assistance
  • Process Transactions
  • Night Deposit Transactions
  • Team Meetings
  • Special Projects

  • Microsoft Access

  • Customer Data Confidentiality
  • Reading Comprehension
  • Cultural Awareness
  • Conflict Mediation Abilities

  • Training and Development
  • Written and Oral Communications

Affiliations

I am a member of the Doncaster Branch of the Coldstream Guards and have been a past member and secretary for the Canadian Branch, responsible for creating a quarterly newsletter for the branch members residing in North America

Timeline

Customer Service Specialist

Williams-Sonoma
09.2008 - 04.2016

Supervisor of Operations

Allegiant Airlines
02.2008 - 08.2008

Supervisor

Alaska Airlines
09.1991 - 02.2008

Customer Service Associate

SkyWest Airlines
05.1989 - 09.1991

Customer Service Associate

Nordstrom
07.1987 - 05.1989

Enlisted Soldier

British Army
05.1978 - 01.1986

BBA - Business

American Online University

High School Diploma -

Nicolas Chamberlaine Comprehensive

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Michael Burns