Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Michael DeRosa

Boca Raton,FL

Summary

Experienced professional specializing in team leadership and staff development. I'm passionate about empowering peers by providing the necessary training, resources, and support to ensure their optimal performance and growth. My expertise includes managing customer accounts, enhancing operational efficiency, and leveraging conflict resolution and relationship building to cultivate a collaborative and successful team environment.

Overview

3
3
years of professional experience

Work History

CX Agent

The Farmer's Dog
Boca Raton, Florida
10.2024 - Current
  • Managed customer accounts and updated relevant information promptly.
  • Processed requests and ensured timely communication with clients.
  • Conducted research to resolve client issues effectively and quickly.
  • Supported agent training by sharing knowledge of procedures and policies.
  • Assisted clients with inquiries and provided accurate information.
  • Delivered engaging shadowing sessions on QA standards and iconic care to fellow peers.

Delivery Manager

Chick-fil-A
Boca Raton, Florida
01.2023 - 09.2024
  • Managed team communication to streamline operations and improve workflow efficiency.
  • Trained staff on customer service protocols to enhance guest experiences.
  • Collaborated with kitchen staff to synchronize food preparation and delivery times.
  • Managed the day-to-day operations of the delivery team including assigning tasks, setting deadlines and ensuring adherence to best practices.
  • Managed performance issues with delivery team members.
  • Developed team environment to support engagement and high performance.

Education

Bachelor of Arts - Business Administration and Management

Florida Atlantic University
Boca Raton, FL

Skills

  • Team management
  • Customer service
  • Conflict resolution
  • Relationship building
  • Employee training
  • Positive attitude
  • Workflow optimization
  • Clear verbal communication

Affiliations

  • Watching sports
  • Spending time with family
  • Creating experiences with friends
  • Fantasy football

Timeline

CX Agent

The Farmer's Dog
10.2024 - Current

Delivery Manager

Chick-fil-A
01.2023 - 09.2024

Bachelor of Arts - Business Administration and Management

Florida Atlantic University

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