Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Edmondson

Springfield,MO

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Proficient conflict resolver, problem-solver a,d time manager. Serving 14 years in the military as a Military Police Officer. Mastering being calm Mastering under pressure with superior time management and conflict resolution skills.

Overview

20
20
years of professional experience

Work History

General Manager

Half Price Hearing Aids
05.2023 - Current
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Developed and maintained relationships with customers and suppliers through account development.

Problem Resolution Specialist

Abacus CPA
01.2023 - 04.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.

Claims Specialist

American National Insurance Company
08.2022 - 11.2022
  • Followed up with customers on unresolved issues.
  • Conducted full claim investigations and reported updates and legal actions.
  • Reviewed new files to determine current status of injury claim and to develop plan of action.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Generated, posted and attached information to claim files.
  • Maintained strong knowledge of basic terminology to better understand services and procedures.

Commercial Lines Customer Service Agent

GLS Insurance
06.2021 - 06.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Updated account information to maintain customer records.
  • Collected and analyzed customer information to prepare product or service reports.
  • Recommended products to customers, thoroughly explaining details.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Recorded account information to open new customer accounts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Account Executive

Precision Services Llc
01.2021 - 06.2021
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Communicated between internal and external stakeholders, clients and vendors.
  • Reviewed accounts monthly to monitor and track customer satisfaction and complaints.
  • Conducted informational trainings and briefings to clients on new features and updated products.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Developed and monitored account management processes, such as management inspections, reward and recognition and quality improvement.
  • Tracked insurance claims to help policyholders settle claims, increasing customer satisfaction 10%

Commercial Lines Customer Service Representative

Progressive Insurance
09.2017 - 01.2021
  • Coordinated between billing department and customers to resolve problems.
  • Actively pursued personal learning and development opportunities.
  • Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Gathered sensitive information to update customer profiles and help with the appeals process.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Manage up to 80 calls and up to 10 scheduled appointments daily to gather information, address customer’s needs, assist agents with program issues and make changes to policies.
  • Directed calls to appropriate individuals and departments.
  • Acted as subject matter expert, answering internal and external questions and inquiries

Military Police Officer

U.S. Army
08.2003 - 07.2017
  • Gathered preliminary investigation information as a first responder to crimes on base.
  • Prepared cases for trial and appeared to testify in court as a witness.
  • Monitored entrance activities, controlled traffic and responded to emergencies on the base.
  • Searched vehicles, buildings, and homes for evidence of stolen property.
  • Delivered accurate verbal and written reports to company personnel.
  • Prevented crimes by immediately reporting all unusual, unauthorized and illegal activity on the premises.
  • Monitored alarm systems to detect any unauthorized entries into protected areas.
  • Formulated accident reports and coordinated throughout shifts.
  • Questioned individuals and observed persons and establishments.
  • Reviewed facts of incidents to determine if criminal acts were involved.
  • Processed and logged accurate and detailed incident reports.
  • Responded to calls in both routine and emergency situations.
  • Secured restricted areas and enforced limited access for civilians and military members in order to provide force protection and property security.

Education

Bachelor of Science - Information Technology- Cyber Security

Colorado Technical University
Colorado Springs, CO
12.2022

Bachelor of Science - Church Ministry

Oral Roberts University
Tulsa, OK
05.2020

Skills

  • Relationship building and management
  • Forecast Preparation
  • Customer Presentations
  • Research and Analysis
  • Goals and Performance
  • Services optimization
  • High-impact proposal presentation
  • Key account management
  • Business Development
  • Quote information
  • Policy renewals
  • Client needs analysis
  • Quotes and sales
  • Complaint resolution
  • Account management
  • Administrative support
  • CRM
  • Report preparation
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Data Entry and Maintenance
  • De-escalation Techniques
  • Understanding Customer Needs
  • Creative Problem Solving
  • Collaborative Team Player
  • Technical Troubleshooting
  • Multitasking and Prioritization
  • Microsoft Windows and Office
  • Verbal and Written Communication
  • Highly Professional
  • Troubleshooting Network Issues
  • Resolving Problems and Incidents
  • Organizational Skills
  • Interpersonal Skills
  • CRM Software
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Courteous with Strong Service Mindset
  • Responding to Difficult Customers
  • Customer Account Management
  • Microsoft Exchange
  • Document and Records Management
  • First-Tier Technical Support
  • Proactive Self-Starter
  • Cultural Awareness and Sensitivity
  • Administrative and Office Support
  • Time Management
  • Complex Product Knowledge
  • Strong Analytical and Problem Solving Skills
  • Multi-Line Phone Systems
  • Inbound and Outbound Calling
  • Computer Proficiency
  • Business Process Workflow
  • Project Management
  • Technical Analysis
  • Technical Writing
  • Decision Making
  • Excellent Communication
  • Problem-Solving
  • Flexible and Adaptable
  • Clerical Support
  • Attention to Detail
  • Cultural Awareness
  • Analytical and Critical Thinking
  • Training and Development
  • Coverage Determination
  • Claim Validity Determination
  • Product Analysis
  • Program Development
  • Profit and Loss Accountability
  • Profit and Loss
  • Cross-Functional Team Management
  • Total Quality Management
  • Risk Management
  • Client Account Management
  • Business Development Understanding
  • Order Fulfillment
  • Report Creation
  • Efficient Service
  • Credit Card Payment Processing
  • Microsoft Word
  • Conflict Mediation
  • Microsoft PowerPoint
  • Report Preparation
  • Problem Resolution
  • Investigative Auditing
  • Account Management
  • Customer Consulting
  • Data Evaluation
  • Team Development
  • Conflict Resolution
  • Handling Discrepancies
  • Refund Processing
  • Problem-Solving Ability
  • Quality Assurance Controls
  • Document Control
  • Documentation Review
  • Accident Investigations
  • Insurance Industry Experience
  • Settlement Management

Timeline

General Manager

Half Price Hearing Aids
05.2023 - Current

Problem Resolution Specialist

Abacus CPA
01.2023 - 04.2023

Claims Specialist

American National Insurance Company
08.2022 - 11.2022

Commercial Lines Customer Service Agent

GLS Insurance
06.2021 - 06.2022

Account Executive

Precision Services Llc
01.2021 - 06.2021

Commercial Lines Customer Service Representative

Progressive Insurance
09.2017 - 01.2021

Military Police Officer

U.S. Army
08.2003 - 07.2017

Bachelor of Science - Information Technology- Cyber Security

Colorado Technical University

Bachelor of Science - Church Ministry

Oral Roberts University
Michael Edmondson