Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Michael Garrison

3506 Ervin St Eau Claire

Summary

Accomplished and Highly Motivated Customer Service Professional with 10+ years' successful experience in high volume and goal-driven call centers providing sales, support, and team management. Focused on customer satisfaction throughout all stages. Demonstrated ability to manage multiple responsibilities in a fast-paced environment with tight deadlines. Proven record of identifying problems and implementing innovative solutions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Health Advocate

United Healthcare
08.2023 - Current
  • Improve patient satisfaction by identifying and resolving healthcare concerns through comprehensive research and communication.
  • Advise on member's benefits and coverages
  • Research Claims for members and send to be reprocessed if needed

Customer Service and Sales Associate

Extra Space Storage
07.2021 - 02.2023
  • Maintain accurate and current customer account data with manual forms processing and digital information updates.
  • Enter customer interaction details to track requests, document problems and record solutions offered.
  • Maintain customer satisfaction with offering competitive rates for storage units while fitting customer needs.

Senior Insurance Sales Advisor

Liberty Mutual
12.2017 - 02.2019
  • Answer incoming calls from potential Liberty Mutual Insurance customers and provide quotes for auto, property, and other lines of insurance utilizing a consultative sales approach in selling insurance policies.
  • Provide prompt, accurate, and friendly customer service which includes responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, claims submissions, and billing clarification.
  • Provide customers with objective advice and product solutions counseling on coverage, limits, and regulations.
  • Evaluate risks utilizing underwriting rules and guidelines in order to bind coverage.

Supervisor

Frontier Communication
01.2010 - 11.2017
  • Provide direction to 20 + agents managing daily work assignments and workflow achieving sales objectives, including quality customer experience, promoting customer loyalty, brand recognition, and revenue generation.
  • Support the QuickBooks Enterprise accounting program downloading, installing, and troubleshooting errors.
  • Answer technical and procedural questions and addressed escalated calls providing resolutions.
  • Provide coaching, leadership, and direction to teams responsible for reviewing, updating, and processing orders.
  • Assist Representatives with problem resolution and troubleshooting to resolve order issues.
  • Create and maintain individual development plans and conduct performance reviews with team members.
  • Assume responsibility for executing the Quality Performance Management Program by consistently conducting and assessing interactions and transactions via recordings and observations utilizing call monitoring systems.
  • Provide coaching and deliver timely feedback to team members and monitor team member progress.

Skills

  • Excellent Customer Service
  • Personal Lines Insurance
  • Upselling Techniques & Strategies
  • Staff Training & Development
  • Relationship Building Skills
  • Basic Accounting & Payroll Knowledge
  • Performance Management
  • Knowledgeable in all Microsoft Office Products

Certification

0215 - LIFE INCL VARIABLE ANNUITY & HEALTH
2044 - PERSONAL LINES AGENT

HIGH SCHOOL DIPLOMA

Timeline

Health Advocate

United Healthcare
08.2023 - Current

Customer Service and Sales Associate

Extra Space Storage
07.2021 - 02.2023

Senior Insurance Sales Advisor

Liberty Mutual
12.2017 - 02.2019

Supervisor

Frontier Communication
01.2010 - 11.2017

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Michael Garrison