Michael Hamilton
Frisco,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Process Improvement Specialist
HCL Technologies
Frisco, TX
03.2023 - Current
- Developed and implemented process improvement initiatives to reduce costs and improve efficiency.
- Analyzed existing processes, identified areas of inefficiency, and proposed solutions for improvement.
- Collaborated with stakeholders to define requirements and objectives for new or improved processes.
Operations Specialist
State Farm
Richardson, TX
04.2017 - 02.2023
- Analyzed customer feedback to improve operations processes and increase customer satisfaction.
- Provided training and guidance to staff on operational procedures, policies, and regulations.
- Assisted with the development of project plans for new initiatives or process improvements.
- Drafted communications regarding changes in policy or procedure updates for distribution throughout the organization.
IT Help Desk
Randstad
Irving, TX
01.2016 - 04.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
CSR
AT&T Mobility - Business Lines
Joplin, MO
04.2012 - 11.2014
- Assisted in troubleshooting and resolving technical issues with mobile phones.
- Helped with installing applications.
- Documented conversations with customers to track requests, problems and solutions.
- Worked as an internal helpdesk specialist, where I assisted other employees with difficult to resolve interactions.
Skills
- Training Employees
- Salesforce (ECRM)
- Application installations
- Computer maintenance
- Service desk support
- System implementation
- Proficient with troubleshooting Adobe, Microsoft and Windows issues
- Presentations and demonstrations
- Workflow Optimization
Special Projects
- Traveled to Manila, Philippines for a month to help contribute to the growth of new hires through comprehensive training initiatives.
- Led a successful initiative to extend QA processes into 2nd level workgroups, thereby ensuring and maintaining high standards of quality across multiple levels of support.
- Subject Matter Expert for Salesforce (ECRM) when it was introduced to State Farm. Acting as the point of contact for questions and pain-points.
Timeline
Process Improvement Specialist
HCL Technologies
03.2023 - Current
Operations Specialist
State Farm
04.2017 - 02.2023
IT Help Desk
Randstad
01.2016 - 04.2017
CSR
AT&T Mobility - Business Lines
04.2012 - 11.2014
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