Michael Frazier
Winfield
Summary
Dynamic customer service professional with extensive experience at Amazon, excelling in problem resolution and process improvement. Proven ability to enhance customer satisfaction through effective communication and analytical skills. Recognized for managing complex inquiries and delivering innovative solutions, contributing to team success and operational efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Associate III
Amazon
Huntington
11.2016 - 02.2019
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Assisted customers with inquiries and product information through various communication channels.
- Collaborated with team members to improve customer satisfaction and service quality.
Customer Service Associate II
Amazon
Huntington
10.2013 - 11.2016
- Resolved issues efficiently using internal ticketing systems.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Seasonal Worker
Amazon
Huntington
10.2012 - 01.2013
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
Customer Service Representative
AT&T Mobility
Grayson
08.2009 - 08.2012
- Assisted customers with inquiries regarding mobile plans and services.
- Processed account changes and billing inquiries efficiently and accurately.
- Educated customers on device features and troubleshooting techniques.
Education
Master of Science - Library Science
University of Kentucky
Lexington, KY08-2011
Master of Arts - Sociology
Morehead State University
Morehead, KY05-2008
Bachelor of Arts - History
Morehead State University
Morehead, KY12-2002
Skills
- Customer relationship management
- Problem solving
- Process improvement
- Problem resolution
- Inbound and outbound calling
- Data management
- Analytical and critical thinking
References
References available upon request.
Timeline
Customer Service Associate III
Amazon
11.2016 - 02.2019
Customer Service Associate II
Amazon
10.2013 - 11.2016
Seasonal Worker
Amazon
10.2012 - 01.2013
Customer Service Representative
AT&T Mobility
08.2009 - 08.2012
Master of Science - Library Science
University of Kentucky
Master of Arts - Sociology
Morehead State University
Bachelor of Arts - History
Morehead State University