Michael Cournoyer
Austin,TX
Summary
Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem-solving. Employing service-oriented behaviors, understanding customer desires, and providing customized solutions to enhance customer experiences and build loyalty. Knowledgeable in service delivery and proven multitasking abilities. Dedicated professional who handles end-to-end deliveries without damages while maintaining a clean, neat, and professional vehicle. Punctual and efficient with a strong emphasis on safety and teamwork. Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives.
Overview
17
17
years of professional experience
Work History
SERVICE TECHNICIAN
ONE GAS
09.2023 - 08.2024
- Respond to dispatch requests for start/stop service, rebuild, build, set meters and Emergency calls
- Emergency calls took priority with a focus on quick response time. Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Maintained accurate records of service calls and customer interactions for accountability purposes.
- Maintained impeccable driving record and history of zero incidents.
- Successfully navigated challenging weather conditions while maintaining strict adherence to safety guidelines.
- Transported items to and from company site with focus on safety and efficiency.
- Ensured the safety of transported goods (including temporary gas line) by conducting regular vehicle inspections and adhering to maintenance schedules.
Premise Technician
AT&T
01.2016 - 09.2023
- Managed and prioritized customer service requests to achieve prompt resolution.
- Installed wiring, cabling, hardware and configured new devices with system components to maximize operational efficiency on customer premises.
- Planned layouts and ran cable into buildings and through wall, attics, and crawl spaces.
- Maintained company vehicle and company equipment.
- Provided exceptional customer experiences while installing or repairing services in both residential and commercial settings.
- Exceeded client expectations for promptness in completing assignments while maintaining the highest level of workmanship standards.
- Minimized downtime due to mechanical failures by keeping vehicles properly maintained according to manufacturer recommendations.
- Completed routine maintenance on truck to keep in working order.
Favor Runner
Favor Delivery
03.2020 - 01.2022
- Maintained strong communication with customers, keeping them informed of delivery updates and potential delays.
- Promoted the Favor Runner brand, representing the company positively during interactions with customers and merchants alike.
- Developed strong relationships with repeat customers, fostering loyalty through exceptional service provision.
- Managed multiple orders simultaneously for streamlined service and increased efficiency.
- Ensured vehicle maintenance, conducting regular check-ups to minimize unexpected downtime during work hours.
Uber Partner
Uber
03.2020 - 01.2022
- Improved customer satisfaction by providing prompt and professional service as an Uber Partner.
- Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
- Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
- Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
- Managed challenging situations calmly, addressing any conflicts or issues that arose during rides.
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
Customer/Sales and Service Technician
KZ Audio
01.2013 - 01.2016
- Provided positive first impressions and engaged with customers to effectively build rapport and lasting relationships.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Performed installations of high-tech security, entertainment and audio systems. This included planning layouts and running cables into buildings through attics, walls and crawl spaces.
- Skilled at working independently and collaboratively in a team environment including coordinating with multiple trades at job sites.
- Managed time effectively to meet or exceed deadlines for scheduled pickups and deliveries without compromising quality or safety standards.
- Transported items to and from company site with focus on safety and efficiency.
Foreman/Supervisor of Operations
Trak T&C
01.2008 - 01.2013
- Managed various worksites at one time, each with multiple employees and trades.
- Trained workers in proper methods, equipment operation and safety procedures to stay on track with minimal supervision
- Construction sites included various types of concrete jobs, building sites, land developments, dirt, and rock removal
- Coordinated each jobsite with president and homeowner to hire and keep other trades on track
- Kept track of man hours by jobsite, including trades
- Use of heavy machinery was also common, including but not limited to loaders and excavators.
- Reviewed project details to specify correct materials and equipment for job sites.
- Checked equipment to determine if maintenance was required.
- Reworked positions and workflow based on individual abilities and production targets.
Education
CPR Certification -
One Gas
Austin, TX01.2024
FORKLIFT OPERATING LICENSE -
Green Thumb Produce On Site Instructor
San Bernardino, CA01.2013
Emergency Medical Technician & CPR Certified - Emergency Medical Services
Regional Occupational Program
Riverside, CA01.2008
Skills
- Professional and Courteous to foster customer Relationships
- Punctual and Reliable at all times for Brand representation
- Dispatch Communication
- Order picking and processing
- Map reading and navigation skills
- Flexible and Adaptable while working with minimal supervision
- Efficient in Documentation And Reporting details to facilitate the next interaction with technician or representative
- Vehicle Cleaning and Maintenance
- Delivery Scheduling
- Dispatch Communication
- Safe Driving Record
- Daily Schedule Creation
Leadership Experience
With a proven track record of progressing rapidly through different roles, I posses the skills to identify opportunities for making a significant impact. My extensive experience enables me to train others effectively, drawing on my own past positions. As a former leader, I have been entrusted with training new hires due to my meticulous attention to detail, thoroughness, and unwavering reliability.
Personal Information
Titles:
AV, Fiber, and Cable Installation/ Service Technician
Sales, Customer Service and Field Representative
Site Manager
Timeline
SERVICE TECHNICIAN
ONE GAS
09.2023 - 08.2024
Favor Runner
Favor Delivery
03.2020 - 01.2022
Uber Partner
Uber
03.2020 - 01.2022
Premise Technician
AT&T
01.2016 - 09.2023
Customer/Sales and Service Technician
KZ Audio
01.2013 - 01.2016
Foreman/Supervisor of Operations
Trak T&C
01.2008 - 01.2013
CPR Certification -
One Gas
FORKLIFT OPERATING LICENSE -
Green Thumb Produce On Site Instructor
Emergency Medical Technician & CPR Certified - Emergency Medical Services
Regional Occupational Program
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