Michael Coy
Westbrook,ME
Summary
Dedicated account management leader with a proven track record in problem resolution strategies and relationship building. Known for analyzing complex issues and collaborating on special projects to drive measurable improvements in customer satisfaction.
Overview
6
6
years of professional experience
Work History
Lead Account Managemet
Spectrum
Portland, ME
07.2022 - 12.2025
- Effectively handled agent assist and customer escalation calls with ownership and empathy via the lead line.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Resolved corporate customer escalations as part of the Portland ECAF team.
- Tagged to assist managers and supervisors with special projects as needed.
- Actively collaborate with peers in situations as they arise, and be able to coach effectively for satisfactory resolutions.
- Consistently performed at a level above expectations, or exceeded expectations.
Mobile Customer Service Agent
Spectrum
Portland, ME
06.2020 - 07.2022
- Utilized critical thinking to dissect problems, assess solutions, and present options for customer decisions.
- Analyzed historical tickets to identify root causes and implemented resolutions.
- Participated in Mentor Program, guiding several new hire classes.
- Provided front-line support to enhance team performance.
Education
Bachelor of Science - Business Management
University of Maine
Orono, ME05-2008
Skills
- Customer escalation management
- Problem resolution strategies
- Data analysis
- Effective communication
- Critical thinking
- Relationship building
- Technical troubleshooting
Accomplishments
• 2023 Spectrum Gold Winner
• 2024 Step Forward Supervisor Track
• Multiple Spectrum HERO Recognitions for perfect Attendance.
• 2024 Step Forward Supervisor Track
• Multiple Spectrum HERO Recognitions for perfect Attendance.
Timeline
Lead Account Managemet
Spectrum
07.2022 - 12.2025
Mobile Customer Service Agent
Spectrum
06.2020 - 07.2022
Bachelor of Science - Business Management
University of Maine