Michael Decker
Orlando
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Client Retention Manager
HIPAA Group, Inc.
02.2014 - Current
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Developed and maintained up-to-date documentation of all HIPAA-related information to aid with clients compliance.
- Processed orders or assisted clients when ordering via phone while providing information and expectations to ensure the clients get the best experience.
Assistant Venue Manager
BATL
11.2020 - 11.2023
- Enhanced customer satisfaction by providing excellent service and addressing concerns promptly.
- Streamlined event planning processes for the best efficiency.
- Managed venue schedules, ensuring optimal utilization of space and resources.
- Cultivated strong relationships with clients, leading to repeat business and referrals throughout the year.
- Trained and supervised staff, fostering a team-oriented approach to ensure exceptional guest experiences.
- Monitored inventory levels for essential supplies, avoiding stockouts during peak times or high-demand events.
- Evaluated employee performance regularly, identifying areas for improvement and providing constructive feedback for professional development.
- Resolved any operational challenges that arose during events by implementing effective problem-solving techniques quickly and efficiently.
Senior Pawn Broker
American Pawn
08.2006 - 04.2014
- Increased customer satisfaction by providing exceptional service and building rapport with regular clientele.
- Managed inventory effectively, ensuring optimal stock levels and minimizing excess or outdated items.
- Streamlined loan processes for faster transactions, resulting in improved customer experience.
- Appraised various types of merchandise accurately, maintaining fairness and transparency in all dealings.
- Trained new team members on company policies, procedures, and best practices to ensure consistent performance standards.
- Collaborated with law enforcement agencies to prevent fraudulent activities and recover stolen goods.
- Maintained a clean, organized store environment that promoted a positive shopping experience for customers.
On-Floor Supervisor
Aon Hewitt
09.2008 - 02.2014
- Assisted customers in navigating company website and assisting with requests, improving overall user experience.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Ensured customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced employee satisfaction by developing and implementing comprehensive health benefits plans.
- Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
- Enhanced client satisfaction by providing comprehensive 401K plan information and addressing concerns promptly.
- Resolved complex investment issues, ensuring clients received accurate and timely information regarding their accounts.
- Improved first contact resolution rate with thorough problem-solving skills and comprehensive product knowledge.
Education
High School Diploma -
William R Boone High School
Orlando, FLSkills
- Call Management
- Product Knowledge
- Employee Training and Development
- Interpersonal Skills
- Cash Handling Experience
- Problem Solving Aptitude
- Computer Literacy
- Team Leadership Experience
Timeline
Assistant Venue Manager
BATL
11.2020 - 11.2023
Client Retention Manager
HIPAA Group, Inc.
02.2014 - Current
On-Floor Supervisor
Aon Hewitt
09.2008 - 02.2014
Senior Pawn Broker
American Pawn
08.2006 - 04.2014
High School Diploma -
William R Boone High School
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