Michael Forster
San Antonio,TX
Summary
Professional with a strong background in customer relations and conflict resolution. Skilled in problem-solving, communication, and managing high-stress situations. Known for fostering team collaboration and adapting to changing needs. Consistently achieves results through strategic thinking and effective escalation management.
Overview
25
25
years of professional experience
Work History
Account Escalation Specialist
JPMorgan Chase
12.2018 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns promptly.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Customer Service Representative
JPMorgan Chase
10.2012 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Readness Unit Manager
United States Air Force, USAF
10.2000 - 10.2012
- Led a team responsible for gathering sensitive data, documents, and reports from various organizations within the squadron and reporting them to the commander.
- Responsible for ensuring that computer-based training, and weapon qualifications were tracked and kept up to date.
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
Education
No Degree - Human Resources Development
US AirForce
Minot, ND02-2006
Certificate of Technical Studies - Cryogenics Plant Production And Maintenance
US AirForce
Wichita Falls, TX03-2004
Skills
- Complaint handling
- Conflict Resolution Techniques
- Assertiveness
- Goal setting and achievement
Timeline
Account Escalation Specialist
JPMorgan Chase
12.2018 - Current
Customer Service Representative
JPMorgan Chase
10.2012 - Current
Readness Unit Manager
United States Air Force, USAF
10.2000 - 10.2012
No Degree - Human Resources Development
US AirForce
Certificate of Technical Studies - Cryogenics Plant Production And Maintenance
US AirForce
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