Michael Green
Member Engagement Coordinator / Customer Service
Houston,TEXAS
Summary
Dynamic Coordinator with a proven track record at Verizon Wireless, enhancing customer service excellence and operational efficiency. Spearheaded training initiatives and improved call center operations, leading to significant process improvements. Skilled in technical proficiency and employee motivation, adept at driving sales and customer satisfaction.
Overview
27
27
years of professional experience
Work History
Member Engagement Representative
Signify Health
01.2023 - Current
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Participated actively in team meetings aimed at reviewing performance metrics/targets as well as sharing insights/tips for continuous improvement based on individual or collective experiences and learnings.
- Boosted member retention rates by consistently providing exceptional customer service and support.
- Recognized as a top-performing representative due to consistently exceeding performance metrics in member satisfaction, retention, and issue resolution.
- Improved overall member experience with thorough product knowledge and personalized recommendations.
Coordinator - Customer Service
Verizon Wireless
04.1997 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Set benchmarks for customer service employees and monitored progress against targets.
- Coordinated logistics for customer orders.
- Explained charges, fees, terms of sales and service agreements to over 150 customers daily.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
- Supported Director / Sales Managers managing over 100 team members resolving 1500+ customer issues every day.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
Education
High School Diploma -
Jesse H Jones
Houston , TX Skills
- Office Management
- Operational Efficiency
- Providing Feedback
- Technical Proficiency
- Staff Training
- Customer Service Excellence
- Policy Enforcement
- Call Center Operations
- Productivity Standards
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Issue Resolution
- Training Junior Team Members
Accomplishments
- Won Quality scores 100% award in 2020-2021.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Escalation issues which led to no churn for company.
Timeline
Member Engagement Representative
Signify Health
01.2023 - Current
Coordinator - Customer Service
Verizon Wireless
04.1997 - 07.2021
High School Diploma -
Jesse H Jones