Michael Fernandez
Richardson,Texas
Summary
Dynamic professional with a proven track record at GEICO, enhancing customer satisfaction and operational efficiency on multiple campaigns such as Service, Reissue, and Retention.
Skilled in sales techniques and customer service, demonstrated by surpassing sales targets at Capital One Sitel and fostering customer loyalty. Excels in problem-solving and adaptability, achieving significant project milestones and sales goals.
Overview
18
18
years of professional experience
Work History
Associate
GEICO
04.2014 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Enhanced operational efficiency, implementing new software tools across departments.
- Played an integral role in launching successful projects by piloting the original Reissue campaign for the Dallas regional office for six years while consistently achieving goals to achieve bonuses.
- Built customer loyalty and retention by working on the Retention campaign for two years while consistently achieving goals to achieve bonuses.
Associate
Capital One Sitel
01.2011 - 03.2014
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Increased sales by customizing pitches to address specific client needs and concerns.
- Led cross-functional team to launch new product line, meeting all project milestones.
Restaurant Waiter
Dennys Restaurant
01.2007 - 03.2010
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
Education
Bachelor of Arts - Communicaton
Angelo State University
San Angelo, TX05-2013
Associate of Science - General Studies
Howard College
Big Spring, TX05-2010
Skills
- Customer interaction
- Oral communication
- Customer service orientation
- Sales expertise
- Service assistance
- Organization
- Sales floor organization
- Sales Techniques
- Problem-solving abilities
- Multitasking
- Adaptability
- Sales goals achievement
Accomplishments
Lead a training campaign for GEICO associates to understand PURE Product Offer and how to offer it.
Consistent in achieving goals, bonuses, and merits under Service, Reissue, and Retention campaigns.
Was the top agent of the flagship Reissue campaign in the Dallas regional office multiple years in a row after helping pilot the campaign itself.
Achieved first quartile status within the first three months of being back on GEICO's Service campaign.
Timeline
Associate
GEICO
04.2014 - Current
Associate
Capital One Sitel
01.2011 - 03.2014
Restaurant Waiter
Dennys Restaurant
01.2007 - 03.2010
Bachelor of Arts - Communicaton
Angelo State University
Associate of Science - General Studies
Howard College
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