Michael Floyd
Troy
Summary
Dynamic professional with a proven track record in customer service and technical support, honed at Maximus and other notable companies. Excelled in problem-solving and building rapport, significantly enhancing customer satisfaction. Skilled in data entry and adept at training, consistently met or exceeded performance targets. Demonstrates a calm disposition and effective communication, ensuring high-quality customer interactions.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
8
8
years of professional experience
Work History
Call Center Representative 1
Higher Education Services Corporation
02.2022 - Current
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Sales Representative
Charter Spectrum
04.2021 - 02.2022
- Expanded customer base through cold calling, networking, and relationship building.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Call Center Representative
Maximus
04.2018 - 02.2022
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Deli Clerk
ShopRite
03.2017 - 04.2018
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Ensured optimal product quality with regular temperature checks on refrigeration units and promptly reporting any issues.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Greeted customers at counter to fulfill requests and answer questions.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Built trust with customers through meticulous attention to detail in fulfilling special orders and dietary restrictions.
- Regularly updated knowledge of new products, trends, and dietary restrictions to better serve customer needs and preferences.
- Learned other teammates' work tasks to train as backup.
Education
High School Diploma -
Troy High School
Troy, NY06-2014
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Answering questions
- Product knowledge
- Calm disposition
- Building rapport
- Quality control
- Technical support
- Training experience
- Technical troubleshooting
Timeline
Call Center Representative 1
Higher Education Services Corporation
02.2022 - Current
Sales Representative
Charter Spectrum
04.2021 - 02.2022
Call Center Representative
Maximus
04.2018 - 02.2022
Deli Clerk
ShopRite
03.2017 - 04.2018
High School Diploma -
Troy High School
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