Michael Dowd
Client Support Advocate
West Des Moines,US
Summary
Supportive Team Lead with 16 years of experience leading teams. Adept at building strong customer relationships through effective communication and problem resolution.
Overview
19
19
years of professional experience
Work History
Client Support Advocate
Carrier Access Inc
10.2023 - Current
- Serve as the primary point of contact for clients experiencing network connectivity issues, billing discrepancies, and service inquiries.
- Assist with customer billing concerns, research account history, and facilitate resolution of invoice disputes in a timely and accurate manner.
- Maintain thorough documentation of all client interactions and issue resolutions in CRM systems to ensure continuity of service and internal reporting.
- ITIL Certified
Team Lead
Aureon Contact Center
01.2007 - 10.2023
- Proficient in diagnosing and resolving a wide range of network issues, including outages, phones issues, email issues and cable TV issues, ensuring minimal downtime for customers.
- Led a team of customer service agents in a high-volume ISP contact center, providing guidance, support, and performance coaching to ensure quality service and adherence to company standards.
- Skilled in using ticketing systems to log, track, and prioritize customer support requests, timely resolution and maintaining accurate of support interactions.
Education
High School Diploma -
Jefferson Scranton High School
Jefferson, IA 08.1997 - 2001.05
Skills
Ability to Work Under Pressure
Communication
Critical Thinking
Excellent Customer Service Skills
Multitasking Skills
References
Greg Keeney from Greene County Medical Center
515-370-1518
Shanda White
515-370-4440
Timeline
Client Support Advocate
Carrier Access Inc
10.2023 - Current
Team Lead
Aureon Contact Center
01.2007 - 10.2023
High School Diploma -
Jefferson Scranton High School
08.1997 - 2001.05
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