Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Michael Gregory

Brandenburg,KY

Summary

Resourceful Lead Agent known for high productivity and efficient task completion. Possess key skills in team leadership, problem-solving, and workflow management, ensuring smooth operations within diverse environments. Excel in communication, adaptability, and resolution. Driving positive outcomes and fostering collaborative team dynamics.

Overview

5
5
years of professional experience

Work History

Surveillance Lead Agent

Caesars Southern Indiana
Elizabeth, IN
09.2023 - Current
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Implemented systems for tracking agent productivity levels and recognizing high performers.
  • Utilized active listening skills and asked open-ended questions to ascertain Floor Supervisor and Security call needs.
  • Led team of agents in providing service to casino staff and resolving issues.
  • Coached and trained new agents on casino protocols, policies, procedures, and internal controls.
  • Implemented company processes to effectively resolve Table Games issues.
  • Addressed any conflicts between employees by utilizing conflict resolution techniques.
  • Analyzed daily reports to determine areas of strength and weakness in agent performance.
  • Protected the company from theft, and legal matters.

Best Buy Customer Care Agent III

Best Buy, Geek Squad
Louisville, KY
03.2020 - 07.2023
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Provided product information to customers in a timely manner.
  • Collected deposits or payments and arranged for billing.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

High School Diploma -

Meade County High School
05-2005

Skills

  • Call handling
  • Agent coaching
  • Conflict resolution
  • Performance analysis
  • Issue resolution
  • Polite communication skills
  • Adaptability and flexibility
  • Customer service and care
  • Problem-solving aptitude
  • Team collaboration
  • Productivity tracking

Languages

English
Professional

Accomplishments

  • Awarded "Impact King" Trophy for the most amount of impacts out of the entire department in 2024.

Timeline

Surveillance Lead Agent

Caesars Southern Indiana
09.2023 - Current

Best Buy Customer Care Agent III

Best Buy, Geek Squad
03.2020 - 07.2023

High School Diploma -

Meade County High School

Similar Profiles

CREATE PROFILE