Michael Burrows
Leesburg,GA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
Work History
Health Concierge
Aetna, a CVS Health Company
08.2024 - Current
- Provided expert guidance and advice to clients on various benefit options, including health insurance, retirement plans, and employee wellness programs
- Analyzed client needs and recommended tailored benefit solutions that aligned with their goals and budget constraints
- Developed strong relationships with insurance carriers and vendors to negotiate competitive rates for clients’ benefit packages
- Conducted thorough research on industry trends, regulations, and best practices to stay up-to-date on the latest benefit offerings
- Collaborated with cross-functional teams to design and implement new benefit programs that met the evolving needs of clients’ workforce
- Reviewed and processed insurance claims for accuracy, completeness, and compliance with company policies
- Communicated with policyholders, healthcare providers, and legal representatives to gather additional information or clarify claim details
- Evaluated claim data against policy terms and conditions to make fair settlement decisions within established authority limits
- Identified potential fraudulent claims by conducting thorough investigations and collaborating with fraud detection units
- Trained new staff on best practices for member interaction and support strategies
- Assisted patients in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Accurately assigned ICD-10 codes for inpatient and outpatient records
Sales Associate
Ace Hardware
10.2023 - 08.2024
- Operate cash registers and handle cash transactions with customers.
- Scan goods and collect payments.
- Issue receipts, refunds, credits, or change due to customers.
- Count money in cash drawers at the beginning and end of shifts to ensure accuracy.
- Maintain clean and orderly checkout areas.
- Resolve customer complaints, guide them and provide relevant information.
- Bag or package purchases for customers.
- Ensure pricing is correct on items and resolve any discrepancies promptly.
- Assist customers with locating merchandise when necessary.
- Upsell products and services to customers based on their needs
- Operate cash registers and handle transactions accurately.
- Stock shelves and maintain store cleanliness and organization.
- Answer customer inquiries and provide information about products and services.
- Process special orders and returns as necessary.
- Collaborate with team members to ensure excellent customer service.
- Assist with inventory management and restocking of merchandise.
- Participate in store promotions and sales events.
- Follow Ace Hardware’s policies and procedures regarding sales and customer interactions.
- Collaborated with team members to develop promotional strategies that increased seasonal sales performance.
Flooring Supervisor
Ollie's Bargain Outlet
07.2023 - 10.2023
- Implemented strategic initiatives that increased customer satisfaction and retention rates.
- Fostered a culture of continuous improvement through regular feedback and performance reviews.
- Maintained professional, organized, and safe environment for employees and patrons.
- Mentored junior sales staff, fostering professional development and increasing team performance.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Collaborated with team members to improve store layout and product displays.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Customer Service Supervisor
Target
11.2020 - 07.2023
- Resolved escalated customer complaints, enhancing overall satisfaction levels.
- Developed scheduling strategies to optimize staffing during peak hours.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Fostered culture of continuous improvement, encouraging team members to suggest innovative solutions.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring adherence to cash handling procedures.
- Managed inventory levels by restocking shelves and organizing merchandise.
- Built relationships with customers to encourage repeat business.
- Completed bi-weekly payroll for 15+ employees.
Customer Service Associate
Teleperformance
04.2020 - 10.2020
- Delivered exceptional customer support through multiple channels, resolving inquiries and complaints efficiently.
- Analyzed customer feedback to identify trends, recommending improvements to enhance service quality.
- Collaborated with cross-functional teams to implement solutions addressing recurring issues impacting customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Implemented new CRM system to better track customer interactions and outcomes.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Documented customer interactions in CRM system, maintaining accurate records of support requests and resolutions.
- Trained new team members on technical procedures, promoting knowledge sharing and operational efficiency.
- Utilized remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
Team Member
Chick Fil A
04.2018 - 06.2019
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Maintained cleanliness and organization of dining area, enhancing guest experience.
- Implemented inventory management practices to reduce waste and optimize stock levels.
- Assisted in maintaining a clean and organized dining area, contributing to a positive guest experience.
- Prepared food orders, cooking on grill and operating fry station.
- Used proper techniques to prepare food and ingredients.
- Operated register to process payments and collect cash payment for order totals.
- Improved overall efficiency by quickly learning new menu items and adapting to changes in daily specials or promotions.
- Verified freshness of ingredients and food by checking for quality, rotating stock and recording old and new items.
- Contributed to restaurant''s reputation for excellent food quality by adhering to strict food safety guidelines during preparation processes.
- Served food and beverages promptly with focused attention to customer needs.
- Participated in regular training sessions to stay up-to-date on menu offerings and company policies, leading to improved job performance.
Education
Associates Degree - Business Management
Albany Technical College
Albany, GA12.2023
High School Diploma -
Lee County Highschool
Leesburg, GA05.2020
Skills
- Customer service
- Team leadership
- Decision-making
- Complex Problem-solving
- Staff training and development
- Project management
- Customer relationship management (CRM)
- Performance management
- Insurance terminology
- Policy review
- Client education
- Organization
LANGUAGES
English
Timeline
Health Concierge
Aetna, a CVS Health Company
08.2024 - Current
Sales Associate
Ace Hardware
10.2023 - 08.2024
Flooring Supervisor
Ollie's Bargain Outlet
07.2023 - 10.2023
Customer Service Supervisor
Target
11.2020 - 07.2023
Customer Service Associate
Teleperformance
04.2020 - 10.2020
Team Member
Chick Fil A
04.2018 - 06.2019
Associates Degree - Business Management
Albany Technical College
High School Diploma -
Lee County Highschool
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