Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Duggan

Cape Coral,FL

Summary

Accomplished professional with many years of experience Well-versed in sales, customer relations, business development, customer relations, customer service and collections.

Overview

18
18
years of professional experience

Work History

Management

Storm Smart Industries
Fort Myers, FL
02.2006 - 07.2024
  • Created reports on the performance of quality management systems and presented them to senior management teams.
  • Organized meetings between clients and senior management.
  • Developed strategies for customer relationship management.
  • Oversaw and implemented comprehensive quality management plan.
  • Enhanced management and employee handling of situational issues with improved corrective actions, coaching and conflict management abilities.
  • Implemented changes requested by management following established change management processes.
  • Assisted upper management with special projects.
  • Prepared aging reports for management review.
  • Prepared monthly sales reports for management review.
  • Utilized office management software and systems for streamlined operations and data management.
  • Assisted retail manager with sales, employee management, customer service and operations management.
  • Compiled weekly activity reports for management review.
  • Created reports and documents for management review.
  • Tracked sales data for management review.
  • Assisted in the preparation of monthly management reports detailing performance against targets set by senior management.
  • Presented analysis results to senior management.
  • Provided guidance to senior management on employee relations issues, including performance management and disciplinary actions.
  • Advised senior management regarding complex contractual issues.
  • Communicated customer feedback to store management team.

Education

High School Diploma -

Queensborough Community College
Oakland Gardens, NY
06-1984

Skills

Effective Communication

Assertiveness

Customer Service

Complaint Handling

Performance Monitoring

CRM Software

Multitasking

Problem Solving

Computer Literacy

Social Media Management

Interpersonal Skills

Cross-Selling

Critical Thinking

Attention to Detail

Time Management

Decision Making

Conflict Resolution

Telephone Etiquette

Adaptability

Written Communication

Active Listening

Technical Support

Product Knowledge

Positive Attitude

Documentation Coordination

Educating Customers

Issue Research

Data Entry

Upselling Strategies

Retention Strategies

Inventory Control

Sales -Mindset

Service-Oriented Mindset

Business Planning

Customer Research

Persuasive Communication

Customer Services

Renewal Opportunities

Inbound Call Management

Active Learning

Needs Assessment

De-Escalation Techniques

Promotional support

Order Processing

Call Documentation

Account Management

Quality Control

Regulatory Compliance

Problem-solving aptitude

Quality Assurance Controls

Contract Development

Customer Relationship

Management (CRM)

Employee Coaching

Customer Account Management

Account Updating

Relationship Building

Product Education

Report Generation

Call Center Operations

Database Management

Adaptability and Flexibility

Work Prioritization

Customer Service Excellence

Merchandise Orders

Exchanges

Customer Data Confidentiality

Business Development

Administrative and Office Support

Calm Under Pressure

Key Holder Experience

Following Scripts

Brand Representation

System Implementation

Problem-Solving Abilities

Sales Closing

Microsoft Exchange

Document and Records

Management

Organizational Skills

Call Metrics

Sales and Upselling

Goal Setting

Product and Service

Strategic Sales Knowledge

Customer Service Knowledge

Customer Relations Knowledge

Report Preparation

Timeline

Management

Storm Smart Industries
02.2006 - 07.2024

High School Diploma -

Queensborough Community College

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Michael Duggan