Michael D. Holcomb
Monitoring America CO-OP
Salina,OK
13
years of professional experience
Dedicated professional with strong telephone etiquette, call handling, and data entry skills. Committed to enhancing customer satisfaction through effective communication and process improvements.
Work History
Daytime Phone Operator
3 Years- Operated multi-line phone systems to efficiently handle high call volumes.
- Managed incoming calls, ensuring prompt and courteous assistance to customers.
- Provided information on services, addressing inquiries and resolving issues effectively.
- Documented detailed call logs for accurate record-keeping and follow-ups.
- Collaborated with team members to enhance customer service delivery and satisfaction.
- Trained new operators on best practices for phone etiquette and system navigation.
- Implemented process improvements to streamline call handling procedures and reduce wait times.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
Dispatcher
1 Year 1 Month- Monitored security systems to ensure safety and compliance across facilities.
- Coordinated emergency response protocols during incidents, enhancing communication effectiveness.
- Managed dispatch operations for security personnel, ensuring timely response to incidents.
- Liaised with law enforcement agencies to facilitate investigations and enhance community relations.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
Customer Care Advocate
2 Years 11 Months- Resolved customer inquiries through effective communication and problem-solving skills.
- Facilitated medication adherence by educating patients on prescription management processes.
- Streamlined workflow processes to improve response times and customer satisfaction ratings.
- Trained new staff on company protocols, enhancing team performance and service quality.
Claims Processor
4 Years 1 Month- Reviewed and analyzed claim documentation for completeness and validity, identifying discrepancies promptly.
- Processed claims with accuracy, ensuring compliance with company policies and industry regulations.
- Collaborated with adjusters to facilitate efficient claims resolution and enhance customer satisfaction.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
Education
High School Diploma
No Degree - Criminal Justice
Skills
Data management
Phone etiquette
Effective communication
Professional phone manner
Call transferring
Call escalation management
Appointment scheduling
Professional demeanor
Computer skills
Call documentation
Empathy
Timeline
Daytime Phone Operator
Monitoring America CO-OP
08.2023 - CurrentRead More
Dispatcher
U.S. Mointoring
07.2022 - 08.2023Read More
Customer Care Advocate
OptumRx
04.2018 - 03.2021Read More
Claims Processor
Farmers Insurance Company
02.2014 - 03.2018Read More
Rose State College
No Degree from Criminal Justice
Read More
Del City High School
High School Diploma
Read More