Michael Cano
Austin,TX
Summary
I'm an experienced service and support manager specialist with contagious positivity and a passion for delivering high-quality support. I excel at building lasting customer relationships, and a strong work ethic drives me forward. I'm a motivated professional with a passion for leaving my colleagues and customers with a positive impression.
Overview
19
19
years of professional experience
Work History
Dispatcher Coordinator
Austin Water
Austin, TX
01.2022 - Current
- Handled incoming calls and inquiries from customers regarding services offered.
- Provided support to field technicians during service visits when necessary.
- Utilized various software systems to facilitate quick actions in resolving water issues.
- Dispatched personnel in response to telephone, email, and radio reports of water issues and emergencies
- Documented services performed, operations information and dispatch details in system.
- Arranged for repairs to restore services including dispatching line maintenance crews and requesting traffic control
Customer Support Representative
goPuff
Austin, TX
01.2021 - 02.2021
- Documented conversations with customers to track requests, problems and solutions
- Delivered fast, friendly and knowledgeable service for both routine and complex questions and service complaints
- Assisted [600-750]+ callers per week in a fast-paced environment with little to no supervision needed
- Evaluated customer account information to assess current issues and determine potential solutions
- De-escalated problematic customer concerns, always maintaining a calm, friendly demeanor
- Achieved high-quality marks on quality assurance evaluations through following company customer support structure and policies
- Kept detailed records of customer accounts, including actions taken, issues resolved, and noted any information that may be beneficial to our delivery drivers.
Assistant Manager
Skechers
Austin, TX
01.2020 - 08.2020
- Assisted in overall day-to-day commissioned sales including continuous development of effective store associates to achieve desired sales and results
- Replenished merchandise, welcomed customers, responded to questions, and maintained an overall presentation of the store
- Performed daily opening and closing procedures, including managing housekeeping and inventory replenishment needs of the store prior to leaving.
Operations Manager
CVS Pharmacy
Houston, TX
09.2018 - 08.2019
- Delivered positive customer experiences by implementing effective quality assurance practices
- Managed day-to-day operations, including supervision, documentation reconciliation, and training completion
- Fostered strong relationships with vendors and third-party merchandisers by maintaining communication both when present and away from the store
- Trained, mentored, and supported high-performing team, providing regular performance reviews, feedback, and coaching in deficient areas
- Managed profit and loss by following cash control procedures, maintaining inventory, managing labor, and reviewing financial reports
- Monitored supplier operations to verify quality, delivery schedule, and conformance to contract specifications.
Store Manager
CVS Pharmacy
Houston, TX
01.2016 - 09.2018
- Oversaw store inventory by conducting cycle counts, audits and following shrinkage control policy
- Increased manager controlled profits by 8% by restructuring store layouts, enabling more efficient inventory management, financial planning, and sales performance metric analysis
- Conducted mid-year staff evaluations and determined staff promotions, realignments and reductions in force as necessary
- Delegated work to employees based on shift requirements, individual strengths, and unique training.
Service Specialist & Ops Manager
LoveSac
Stamford, CT
09.2010 - 09.2015
- Addressed hundreds of website inquiries per day, using Zendesk and NetSuite CRM applications
- Provided detailed monthly departmental reports and updates to senior management
- Completed diverse tasks on a daily basis to serve customer needs, including processing and issuing company social media prize winnings, managing returns and exchanges, and logging daily credit card adjustments
- Provided advice and front-line expertise to our store district managers in order to improve team, service and procedural standards
- Developed, implemented and monitored service programs to maximize customer satisfaction and manage on-site/remote customer service representatives
- Maintained an understanding of company-wide inventory, both on hand and in-store to address customer service escalations and assist with back-ordered item resolution.
Web Store Customer Service Supervisor
American Apparel Headquarters
City of Los Angeles, CA
04.2005 - 08.2010
- Created weekly schedules
- Managed a team of 8 employees
- Provided day to day support to customers via phone, email, and chat
- Interfaced with prospective clients to build and/or maintain long term business relationships
- Reviewed sales for new styles to suggest and plan with our production offices and product development
- Communicated with various departments throughout the vertically integrated company to ensure inventory levels were sufficient
- Collaborated with Marketing, Retail, and Production groups to forecast and create influential promotions for the online and retail store
- Involved in application deployment and rollout in relation to our online store support systems
(Filemaker/AX) - Kept constant communication with CEO to suggest ways the company can improve in both sales and
operations
Education
Associate of Arts - Business Management
Los Angeles City College
Languages
Spanish
Limited
Timeline
Dispatcher Coordinator
Austin Water
01.2022 - Current
Customer Support Representative
goPuff
01.2021 - 02.2021
Assistant Manager
Skechers
01.2020 - 08.2020
Operations Manager
CVS Pharmacy
09.2018 - 08.2019
Store Manager
CVS Pharmacy
01.2016 - 09.2018
Service Specialist & Ops Manager
LoveSac
09.2010 - 09.2015
Web Store Customer Service Supervisor
American Apparel Headquarters
04.2005 - 08.2010
Associate of Arts - Business Management
Los Angeles City College
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