MICHAEL HOUGH
Nevada,TX
Summary
Experienced Customer Service professional with over 13 years in phone center operations, seeking to leverage strong decision-making and teamwork skills in a career as an underwriter. Dedicated to delivering customer focused solutions and enhancing operational efficiency through a meticulous and collaborative approach.
Overview
20
20
years of professional experience
Work History
Underwriting Service Assistant
State Farm
03.2020 - Current
- Transitioned to the DSS/SRS role and subsequently selected for te PC role.
- Managed a high volume of data entry tasks, maintaining exceptional attention to detail and accuracy.
- Provided timely responses to inquiries from customers and agents, fostering positive working relationships that contributed to business growth opportunities.
- Demonstrated flexibility by adapting quickly to shifting priorities or urgent requests from senior team members.
- Processed policy changes promptly, resulting in increased customer satisfaction and retention rates.
ISS Paraprofessional
Wylie ISD
11.2017 - 03.2020
- Complete miscellaneous assignments, including covering classes, lunch duty, recess, and other things assigned by the principal
- Supported teachers in classroom activities to enhance student learning and engagement.
- Assisted with individualized instruction by working one-on-one with students.
Public Safety Telecommunicator II
City of Richardson
01.2005 - 11.2017
- Managed multiple calls simultaneously while maintaining focus on each caller's needs and providing essential support throughout each situation.
- Assisted with the recruitment and onboarding process for new telecommunicators, providing guidance and support throughout the training period.
- Assisted in the development of training materials for new telecommunicators, resulting in increased preparedness and efficiency within the team.
- Provided lifesaving medical instructions over the phone to callers, stabilizing patients'' conditions until first responders arrived on scene.
- Established trust with distressed callers through empathetic listening skills and clear communication tactics, leading to more efficient resolution of crisis situations.
- Conducted regular equipment checks and maintained communication systems to ensure optimal functionality at all times, preventing potential delays or errors during emergencies.
- Handled sensitive information with discretion while maintaining strict confidentiality protocols as required by law enforcement standards.
Education
GIS Certification - ARC GIS
Collin College
High School Diploma -
FORNEY HIGH SCHOOL
Bachelor of Science - Learning Technologies
UNIVERSITYOF NORTH TEXAS
Denton, TX05-2025
Skills
- Certified Training Officer
- Acting Supervisor
- Document review
- Problem-solving
- Policy analysis
- Communication
- Data interpretation
- Public relations
- Customer Service
- Strong leadership skills
- Calm and focused demeanor
- Maintain confidentiality
Timeline
Underwriting Service Assistant
State Farm
03.2020 - Current
ISS Paraprofessional
Wylie ISD
11.2017 - 03.2020
Public Safety Telecommunicator II
City of Richardson
01.2005 - 11.2017
High School Diploma -
FORNEY HIGH SCHOOL
GIS Certification - ARC GIS
Collin College
Bachelor of Science - Learning Technologies
UNIVERSITYOF NORTH TEXAS
Similar Profiles
ALBERTO ESCOBAR RUIZALBERTO ESCOBAR RUIZ
Claim Specialist; and Producer at State Farm Corporate & State Farm AgencyClaim Specialist; and Producer at State Farm Corporate & State Farm Agency
Bethany GandyBethany Gandy
Insurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State FarmInsurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State Farm
Andrew BonczkowskiAndrew Bonczkowski
Catastrophe Claims Adjuster at State FarmCatastrophe Claims Adjuster at State Farm
Benjamin WehmasBenjamin Wehmas
Insurance Account Representative at State FarmInsurance Account Representative at State Farm
Rickey CopeRickey Cope
Manager at FieldworksManager at Fieldworks