Michael Earnest
Martinsville,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Results Companies
02.2019 - 06.2022
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Delivered prompt service to prioritize customer needs.
Prep/Packer
Adecco
10.2016 - 02.2019
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Re-packaged damaged or incorrectly packaged items.
- Sealed containers and packages with glue, tape or other materials.
- Inspected items for defects and damage.
- Supported warehouse operations by efficiently moving materials to designated areas using pallet jacks or hand trucks.
- Utilized adhesive labels and other materials to package items.
- Sorted and stacked finished items.
- Placed items into bags, boxes or other containers.
Customer Service Representative
Faneuil
06.2014 - 01.2016
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and updated databases to handle customer data.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
High School Diploma -
Bassett High School
Bassett, VASkills
- Warehousing functions
- Order and Refund Processing
- Customer Retention Strategies
- Understanding Customer Needs
- Inbound Customer Service
- Data Entry
- First Call resolution
- Calm Under Pressure
- System implementation
- Computer Skills
Timeline
Customer Care Representative
Results Companies
02.2019 - 06.2022
Prep/Packer
Adecco
10.2016 - 02.2019
Customer Service Representative
Faneuil
06.2014 - 01.2016
High School Diploma -
Bassett High School