Michael C. Boone
Durham,NC
Summary
Solutions Specialist - Proficient at analyzing a customer’s needs to improve overall experience; establishing a lasting rapport. Organizational Expert - Proven track record of leading teams in the organizing, stocking and reporting of company inventory. Customer Service Expert – Adept in assisting customers and providing excellent customer service.
Overview
8
8
years of professional experience
Work History
Support Services Supervisor
North Carolina Central University
10.2022 - Current
- Evaluated employee performance regularly, providing constructive feedback and coaching as needed.
- Collaborated with cross-functional teams on projects aimed at enhancing overall client experience and satisfaction levels.
- Reduced response time for customer inquiries by prioritizing tasks and delegating responsibilities effectively.
- Established strong relationships with clients to better understand their needs and provide tailored support services accordingly.
- Resolved escalated customer concerns effectively, demonstrating empathy while maintaining professionalism at all times.
- Managed and reconciled budget for 10K Procurement Credit Card.
- Facilitated communication between departments to ensure seamless coordination of support services.
- Created, prepared, and delivered reports to various departments.
- Prepared employee schedules for maximum coverage during key hours.
- Maintained detailed records of all support activities, ensuring transparency and accountability across the department.
Support Services Associate
North Carolina Central University
04.2018 - 10.2022
- Manage the purchasing order process, stocking the warehouse with various vendors
- Organize and scan store packages in designated production areas
- Maintain item purchase order numbers to maintain organization of stored products
- Liaise with multiple departments to establish appointments for a seamless delivery process
- Oversee the categorizing and recording of electronics, utilizing IMAYL software for digital storage and delivery of merchandise
Customer Service Associate
Lowe's Home Improvement
04.2017 - 04.2018
- Lead in accurately operating front-end POS systems in a fast-pace environment
- Exemplified expert customer service, addressing customer questions and desires goals
- Monitored the efficiency of organizing merchandise being loaded and unloaded from trucks and warehouse
- Demonstrated safety while operating departmental lift to transport heavy items into the proper bin locations or customer vehicles
- Worked with store managers to complete the opening and closing of the store
Social Media Coordinator
Insight Pest Solutions
12.2016 - 04.2017
- Managed customer reviews and surveys through social media outlets
- Lead in establishing call back visits for customers that experienced continued pest concerns
- Communicated escalated issues with managers while maintaining communication with the customer
- Managed customer relations to renew contracts before reaching the expiration date
Education
Master of Arts - Psychology
North Carolina Central University
Durham, NC04-2026
Bachelor of Arts - Behavioral and Social Science, Psychology
North Carolina Central University
Durham, NC05.2010
Skills
- Microsoft Excel Expert
- Customer Service Principles
- Organizational Skills
- IMAYL Software System
- Inventory Controls
- POS Systems Expert
- Interpersonal Skills
- Materials Transport Quality Assurance
- Coaching and mentoring
- Workload management
- Technical support expertise
- Asset management
- Service level management
- Training and mentoring
- Work Planning and Prioritization
- Support services
- Budget management
- Teamwork
- Time management
- Microsoft office
- Phone and email etiquette
- Relationship building
- Customer service management
- Data entry
- Handling complaints
- Self motivation
- Interpersonal skills
- Analytical thinking
ADDITIONAL WORK EXPERIENCE
- Advocate4Me Representative
- UnitedHealth Care | Durham, NC
- 06/2015 – 08/2016
- Helped schedule doctor’s appointments and find contracted pharmacies and physicians
- Perform provider outreach when members have questions or concerns about billing
- Roce Team Associate
- Belk | Durham, NC
- 08/2015 – 12/2015
- Completed weekend inventory count and item price point markdowns
- Arranged various department merchandise for a better customer experience
- Garden Loader/Floater
- Lowe's Home Improvement | Durham, NC
- 02/2015 – 08/2015
- Managed the lawn & garden inventory, organizing the placement of products
- Maintained and reported the store inventory to management
Timeline
Support Services Supervisor
North Carolina Central University
10.2022 - Current
Support Services Associate
North Carolina Central University
04.2018 - 10.2022
Customer Service Associate
Lowe's Home Improvement
04.2017 - 04.2018
Social Media Coordinator
Insight Pest Solutions
12.2016 - 04.2017
Bachelor of Arts - Behavioral and Social Science, Psychology
North Carolina Central University
Master of Arts - Psychology
North Carolina Central University
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