Michael Clapp
Carson City
Summary
Results-driven, team player bringing progressive background in many diverse environments. Natural leader with exceptional skills in customer relations, employee performance, administration and scheduling. Manages competing priorities with organized, resourceful, and often abstract, approaches.
Overview
23
23
years of professional experience
Work History
Retail Keyholder
GameStop
08.2024 - Current
- Stored security alarm codes and keys and made routine code changes.
- Performed category maintenance by rotating products according to company product rotation policy.
- Conducted routine audits of store presentation standards, ensuring adherence to visual merchandising guidelines.
- Developed strong relationships with customers by actively engaging in conversation about their needspreferences.
- Processed returns and exchanges swiftly, ensuring a positive customer experience while adhering to company policies.
- Opened and closed store at proper times for reliable services.
Package Handler
United Parcel Service, UPS
08.2016 - 06.2022
Producer / Customer Service
Farmers Insurance Group
11.2014 - 06.2016
- Sales, Payment Processing, Record Keeping, and Marketing
- Contributed to the agency in receiving national recognition among the top agencies in the country
- Maintained Customer Service, Satisfaction, Retention, and Commitments to uphold and further the goals and standards of the organization
Manager, Account Services Consulting
TriNet HR Corp
07.2009 - 03.2014
- In this role I provided management of business process services for TriNet and its customers
- I maintained effective business relationships with customers' key contacts and developed knowledge of our customer's practices and preferences to facilitate delivery of appropriate services to help them succeed
- Maintained strategic training and dependable, accurate, and timely management of payroll and benefits inquiries
- I enjoyed the opportunity to provide training, coaching, and mentoring to a staff of14 Account Services Consultants in multiple regions that serve as the primary interface between internal TriNet departments and its customers
- I resolved escalated service issues, ensured the delivery of agreed upon customer services, and sought out customer feedback on the delivery of those services
- Was responsible for the ongoing development of tracking, reviewing, and reporting the key service metrics of the Account Services Consulting team members
- Maintained staffing and coverage ratios
- Performed Top Grading activities, measured productivity, and managed trends and changes in Tax, Benefit, and Employment law while developing a growing staff, and promoting an evolving workforce
- My primary focuses that contributed to my success in this role were:
- Developing effective teamwork, rapport, communication, trust, and respect between Account Services Consultants and other internal and external customers
- Partnering with the management of other TriNet units to help drive creative, compliant, and customer-focused solutions and services
- Driving coordination between customer facing & internal groups for the delivery of dependable, accurate, timely, and user friendly services
- Recruiting and developing high performing team members, setting clear expectations for and providing timely feedback on individual and team performance along with taking corrective action when necessary
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
Account Services Consultant
TriNet HR Corp
08.2003 - 02.2009
- Provided onsite consulting and auditing with our client companies and typically their 'C' Suite staff to identify best practice and process improvement/development
- Was able to serve in a position that allowed me to add value by contributing towards the company's mission of assisting customer companies succeed through strategic outsourcing partnerships
- Maintained a large and diverse group of accounts and served as the primary interface between TriNet and assigned customer companies, maintaining the day-to-day customer relationship primarily through telephonic, email, and CRM communications
- Ensuring the delivery of agreed upon customer services by auditing and/or documenting such delivery, seeking customer feedback on services, resolving service issues, and identifying service opportunities
- Was also able to contribute as a senior member amongst my peers to train, develop, and ensure the success of my colleagues
- Was the primary in many Project Management initiatives to dramatically improve quality and process functionality as well as provided end user testing to our home portal
- Presented technology demonstrations of our end user interface to prospects and existing customers along with maintaining internal training documents
- Suggested add-on services that would be helpful to customers and improve bottom line
Quality Assurance Specialist
TriNet HR Corp
07.2002 - 08.2003
- Worked in most environments of PeopleSoft including Coding, Developing Reports, Analyzing Employee Information, Citizenship, Employment Eligibility, Taxes, Payroll, Benefits, and ensuring Data Integrity
- In this position I was able to support our Field Services Consultants by utilizing my skills as a fast paced yet organized worker to meet client expectations
- Educated employees on specific QA standards and confirmed maintenance of standards
- Assessed impact of emerging technology and system upgrades on workflow
Education
High School Diploma -
Bishop Manogue Catholic High School
Reno, NVResident Producer (P&C) - Property, Life, Health, Casualty Insurance
National Insurance Producer Registry
Dallas, TXDealing W/ Difficult People W/ Tact & Skill - Human Resources Development
People Connect Institute
Reno, NVNo Degree: PHR - undefined
HR Certification Institute
Dallas, TXSkills
- Management
- Customer Relations
- Business Acumen
- Sales/Marketing
- Data Management
- Top Grading
- Business Continuity and Disaster Recovery
- Microsoft Office Suite
- Payroll Processing
- Benefits Administration
- PeopleSoft
Timeline
Retail Keyholder
GameStop
08.2024 - Current
Package Handler
United Parcel Service, UPS
08.2016 - 06.2022
Producer / Customer Service
Farmers Insurance Group
11.2014 - 06.2016
Manager, Account Services Consulting
TriNet HR Corp
07.2009 - 03.2014
Account Services Consultant
TriNet HR Corp
08.2003 - 02.2009
Quality Assurance Specialist
TriNet HR Corp
07.2002 - 08.2003
Resident Producer (P&C) - Property, Life, Health, Casualty Insurance
National Insurance Producer Registry
Dealing W/ Difficult People W/ Tact & Skill - Human Resources Development
People Connect Institute
No Degree: PHR - undefined
HR Certification Institute
High School Diploma -
Bishop Manogue Catholic High School
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