Michael Craig
Gahanna,OH
Summary
Dynamic Customer Service Supervisor known for exceptional time management and effective team coaching. Proven track record in resolving customer escalations and improving service quality through strategic workflow enhancements. Dedicated to fostering a positive team environment and achieving high levels of client retention.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
52
52
years of professional experience
Work History
Customer Service Supervisor
Craig Tax Service
01.1982 - 12.2023
- Supervised customer inquiries to ensure timely resolution and satisfaction.
- Trained and mentored team members on best practices in customer service protocols.
- Developed and implemented efficient workflows to enhance service delivery.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Resolved escalated issues, maintaining high levels of client retention and trust.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Accounting Clerk
Columbus Public School
06.1974 - 12.2004
- Processed invoices and payments accurately to maintain financial records.
- Maintained filing systems for efficient document retrieval and organization.
- Managed data entry tasks, ensuring high levels of accuracy and consistency in records.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Input high volume of monthly invoices with consistent accuracy.
- Managed accounts payable and receivables and payroll.
- Maintained accounting records utilizing in-house and client systems.
- Assisted in payroll processing tasks such as timesheet validation, overtime calculation, benefits administration, and tax deductions.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.
- Enhanced financial reporting accuracy by conducting thorough account reconciliations and resolving discrepancies promptly.
- Demonstrated adaptability by learning new software tools and accounting practices, ensuring continued professional development and growth.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Inspected account books and recorded transactions.
Customer Service Cashier
Chase Bank
10.1971 - 06.1974
- Processed customer transactions efficiently and accurately, ensuring a seamless banking experience.
- Assisted clients with account inquiries and resolved issues promptly to enhance customer satisfaction.
- Maintained cash drawer accuracy through diligent monitoring and reconciliation practices.
- Educated customers about bank products and services, promoting financial literacy and informed decisions.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
- Answered product questions using knowledge of sales and store promotions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Managed cash drawer and financial transactions to maintain accurate store accounts.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction ratings.
Education
High School Diploma -
Franklin University
Columbus, OHSkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Decision-making
- Team leadership
- Customer relations
- Work prioritization
- Relationship building
- Handling escalations
- Customer relationship management (CRM)
- Complaint handling
- One call resolution
Timeline
Customer Service Supervisor
Craig Tax Service
01.1982 - 12.2023
Accounting Clerk
Columbus Public School
06.1974 - 12.2004
Customer Service Cashier
Chase Bank
10.1971 - 06.1974
High School Diploma -
Franklin University