Michael Haggett
South Portland,ME
Summary
Results-oriented professional with extensive experience in account management and customer service. Skilled in conflict resolution and problem-solving, contributing to high customer satisfaction rates and improved team performance through effective communication and training initiatives.
Overview
29
29
years of professional experience
Work History
Logistics, Service & Training, Operations Manager
Charter Communications, Spectrum
Portland, Maine
05.2010 - 12.2025
- Wrapping up 15 1/2 years with Spectrum with the closure of our local call center. Starting in sales in 2010 and transitioning over the years through tech support, billing, offline support and finally account management. I handled both the home services (i.e. video, internet and home phone) as well as 5 years focused on mobile. A consistent top performer; I worked with leaders openly to identify opportunities and implement best practices to ensure my results were at the very front of the pack. I was chosen in 2023 to be part of an offline support team to assist with our back office ticketing system which was suffering from an extreme backlog at the time. Upon a return to a customer facing position the following year, I worked with leadership to develop best practices to improve agent scoring for our call monitoring analytics. As a result, my personal calls would be used throughout the call center to act as training examples for other agents and eventually being presented at the regional level to assist in training and development.
- Managed client accounts and maintained strong customer relationships.
- Assisted in resolving customer inquiries and service issues efficiently.
- Maintained up-to-date records of all customer interactions using CRM software.
- Resolved complex customer issues in a timely manner.
- Responded promptly to customer inquiries via phone, email, or other communication channels.
- Implemented process improvements that increased efficiency across the organization.
- Provided technical support for customers in resolving product or service issues.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Greeted and assisted customers to foster positive experiences.
- Recognized security risks to properly handle situations.
Logistics, Service & Training, Operations Manager
Old Navy
Newington, NH
06.2001 - 05.2010
- Managed various work centers across 5 different stores from New York to Maine and finally New Hampshire.
- Facilitated cash management, handling of banking deposits and records, hiring and training, shipping and receiving oversight, product placement and maintaining and achieving visual merchandising standards.
- Supervised customer service team to ensure high-quality support and satisfaction.
- Trained staff on product knowledge and customer engagement techniques.
- Resolved customer inquiries and complaints efficiently and effectively.
- Implemented best practices for store operations and customer interactions.
- Monitored team performance and provided constructive feedback regularly.
- Coordinated schedules to optimize staffing during peak hours.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Delegated work to staff, setting priorities and goals.
- Interviewed, hired and trained staff to meet company objectives.
- Evaluated and authenticated returns, exchanges and voids.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Groundskeeper and Shop Hand
Walsh Trucking Services LLC
Massena, NY
01.1997 - 01.2000
- This role included a variety of tasks from local deliveries to dock work like the loading and unloading of trailers via forklift or pallet jack. In the repair shop I would repair damaged or worn trailers with the installation of new flooring. Around the general grounds I would handle snow plowing, lawn maintenance and roadway repair by filling potholes.
Projectionist and Shift Coordinator
Massena Movieplex
Massena, New York
08.1996 - 01.1999
- As my first role over a three year period I would transition from concession sales and theater cleaning to ticket sales, cash handling and eventually projectionist. I would be tasked with overseeing others and verifying financial totals at the end of the evening. As projectionist I would ensure correct start times and ensure the films ran smoothly, monitoring and responding to equipment malfunctions and repairs in real time.
- Interacted professionally with public and internal customers, answered questions and communicated with ushers and cashiers to execute on-time, tightly coordinated presentations.
- Resolved customer complaints promptly to enhance satisfaction levels.
- Processed ticket sales for various events and shows.
- Managed cash and electronic transactions during peak hours.
- Performed daily opening and closing procedures such as counting money, reconciling tills.
Education
High School Diploma -
Massena Central High School
Massena, NY06-1998
Skills
- Customer relationship management
- Account analysis
- CRM software proficiency
- Process improvement
- Technical support
- Customer service
- Effective communication
- Time management
- Conflict resolution
- Multitasking capacity
- Professionalism
- Problem-solving
Timeline
Logistics, Service & Training, Operations Manager
Charter Communications, Spectrum
05.2010 - 12.2025
Logistics, Service & Training, Operations Manager
Old Navy
06.2001 - 05.2010
Groundskeeper and Shop Hand
Walsh Trucking Services LLC
01.1997 - 01.2000
Projectionist and Shift Coordinator
Massena Movieplex
08.1996 - 01.1999
High School Diploma -
Massena Central High School