Job Search Status
Open to workDesired start date: Immediately
Open To Work
Michael Hawley
Plano,TX
Work Preference
Summary
Customer Service Representative with deep experience resolving complex inquiries with speed, empathy, and accuracy—achieving proven first-contact resolution in high-volume inbound support. Known for de-escalation, active listening, and clear communication that strengthens customer loyalty and protects brand reputation. Leverages CRM tools and Microsoft Office to document cases, identify trends, and streamline support workflows. Former educator and department chair with 20+ years of training, coaching, and leadership experience—bringing a calm, solutions-focused approach to every customer interaction.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalation.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Chewy.com
2021.04 - 2022.03
- Provided exceptional inbound phone support for Chewy.com, resolving customer issues while enhancing loyalty.
- Addressed complex problems on first contact, balancing speed, empathy, and accuracy.
- Employed active listening and clear communication to transform frustrated callers into satisfied customers.
- Resolved majority of inquiries on first contact.
- Collaborated with team members to enhance customer service experiences.
- Built rapport with customers, fostering long-term relationships.
- Utilized Microsoft Office and CRM software effectively.
Customer Service Representative
Walmart
2021.01 - 2021.05
- Facilitated customer support by assisting customers and staff.
- Addressed inquiries and resolved issues promptly.
- Maintained a positive shopping experience for all visitors.
- Enhanced customer satisfaction through effective communication.
- Collaborated with team members to improve service delivery.
- Processed customer feedback to inform service improvements.
Training, Presenter and Teacher
Dallas Independent School District
1995.08 - 2019.12
- Delivered comprehensive training and mentorship to junior presenters, enhancing their presentation skills.
- Guided new team members through best practices, providing constructive feedback and fostering professional growth.
- Promoted to Department Chair, overseeing the History Department's operations and initiatives.
- Championed training programs that improved presentation skills among junior staff.
- Fostered a collaborative environment, promoting professional development.
- Led the History Department, driving curriculum enhancements and student engagement.
Education
Bachelor of Science - Education
William Jewell College
Liberty, MissouriMaster of Science - Education
Southwestern Theological Seminary
Fort Worth, TexasSkills
- Peer leadership
- Training a team in core competencies
- Experienced presenter
- Problem Solving
- Project Manager
- Microsoft Office
- Customer Service and support
- Proven life long learner skills
- Excellent phone and customer facing skills
Timeline
Customer Service Representative
Chewy.com
2021.04 - 2022.03
Customer Service Representative
Walmart
2021.01 - 2021.05
Training, Presenter and Teacher
Dallas Independent School District
1995.08 - 2019.12
Bachelor of Science - Education
William Jewell College
Master of Science - Education
Southwestern Theological Seminary