Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Dixon

Myrtle Beach,SC

Summary

Dynamic customer service professional with a strong history of excelling in sales conversion and CRM management, recognized for delivering exceptional customer service, and achieving significant sales growth.

Overview

16
16
years of professional experience

Work History

Inbound Customer Service & Sales Representative

Monster Reservations
03.2024 - 05.2025
  • Handled high-volume inbound calls to assist customers with vacation package reservations, hotel bookings, and travel inquiries.
  • Converted customer inquiries into sales by highlighting exclusive offers, benefits, and vacation experiences, consistently exceeding monthly sales targets by 15–20%.
  • Delivered exceptional customer service by addressing questions, resolving booking issues, and providing tailored travel recommendations.
  • Maintained detailed records of customer interactions and sales in CRM systems, ensuring accuracy and data integrity.
  • Worked closely with partner resorts and internal departments to confirm reservations, manage availability, and ensure a smooth booking process.
  • Met performance metrics in sales conversion, call handling time, and customer satisfaction, contributing to team goals and company growth.

Senior Technical Advisor

Conduent
06.2021 - 01.2024
  • Provided Tier 1 and Tier 2 technical support for thousands of users, resolving hardware, software, and network issues via phone, email, and remote desktop tools.
  • Diagnosed and troubleshot Windows, macOS, and mobile OS issues, ensuring 95%+ customer satisfaction in ticket resolution.
  • Maintained and updated support documentation and knowledge base articles to improve team efficiency.
  • Escalated complex issues to engineering and followed up to ensure timely resolution.
  • Supported IT asset management by tracking inventory and assisting with hardware deployments and decommissions.
  • Collaborated with the cybersecurity team to implement multi-factor authentication and security awareness training.

Customer Service Representative

MetLife
04.2015 - 02.2021
  • Provided compassionate and knowledgeable support to pet owners regarding policy coverage, claims status, and billing inquiries via phone, email, and chat.
  • Resolved an average of 60+ customer interactions per day with a 98% satisfaction rating, maintaining a calm and empathetic approach in high-stress situations.
  • Guided customers through the claims process, ensuring accurate documentation and timely submission of veterinary records.
  • Educated clients on plan options, policy terms, deductibles, and reimbursement procedures to promote understanding and reduce future inquiries.
  • Collaborated with the underwriting and claims departments to expedite complex cases and ensure seamless customer experiences.
  • Utilized CRM systems and internal databases to log interactions, monitor trends, and contribute to process improvements.

Shift Manager

Mcdonalds
08.2009 - 01.2015
  • Supervised daily operations during assigned shifts, ensuring quality, service, and cleanliness standards were consistently met.
  • Managed and coached a team of 10–15 crew members, providing training, performance feedback, and conflict resolution.
  • Handled cash management, deposits, and inventory control to reduce waste and support profitability goals.
  • Resolved customer concerns promptly and professionally, contributing to high levels of guest satisfaction and repeat business.
  • Assisted with scheduling, shift coverage, and employee onboarding to maintain smooth restaurant operations.

Education

Associate of Applied Science - Pharmacy Technician

Horry Georgetown Technical College
South Carolina
03-2009

Skills

  • Sales conversion and CRM management
  • Customer service and support
  • Reservation coordination
  • Data management
  • Technical assistance
  • Technical support
  • Effective communication

Timeline

Inbound Customer Service & Sales Representative

Monster Reservations
03.2024 - 05.2025

Senior Technical Advisor

Conduent
06.2021 - 01.2024

Customer Service Representative

MetLife
04.2015 - 02.2021

Shift Manager

Mcdonalds
08.2009 - 01.2015

Associate of Applied Science - Pharmacy Technician

Horry Georgetown Technical College

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