MICHAEL JAMES GARRETT
Abilene
Summary
Dynamic customer service professional with a proven track record at Arise for Cadillac, excelling in technical troubleshooting and active listening. Recognized for enhancing customer satisfaction through effective communication and problem-solving, while managing emergency situations with precision. Adept at data entry and project management, consistently delivering high-quality support and fostering strong client relationships.
Overview
12
12
years of professional experience
Work History
OnStar Roadside Assistance Representative
Arise for Cadillac
07.2024 - Current
- Provided exceptional customer service to OnStar subscribers by addressing inquiries, resolving issues, and offering technical support for vehicle connectivity services.
- Provided overflow support for OnStar subscribers
- Assisted customers with emergency services, navigation support, and vehicle diagnostics to ensure their safety and satisfaction.
- Troubleshot and resolved technical issues related to OnStar equipment and software, including connectivity and system malfunctions.
- Guided customers through the setup and use of OnStar features, such as remote vehicle access, roadside assistance, and in-vehicle navigation.
- Managed and responded to emergency calls, coordinating with emergency services to provide timely assistance and support in critical situations.
- Documented and tracked emergency incidents, ensuring accurate records and follow-up as necessary.
- Built and maintained positive relationships with customers through effective communication and personalized support.
- Followed up with customers to ensure satisfaction and resolve any remaining issues.
- Accurately entered and updated customer information and service records in CRM system.
- Adhered to company policies and procedures, ensuring compliance with data protection and privacy regulations.
- Ensured the confidentiality of customer information and protected sensitive data during interactions.
Audio Engineer/Photographer/Videographer
Freelancer
10.2019 - Current
- Provided audio engineering services for churches and online clients, managing live content streams on YouTube, TikTok, and Twitch.
- Developed strong relationships with clients, ensuring their needs were met through effective communication and service delivery.
- Created and maintained detailed records of project progress, client interactions, and technical specifications.
- Captured and edited photography and videography for various events, including weddings, live performances, and corporate functions.
- Managed project timelines effectively, ensuring timely delivery of high-quality visual content.
- Utilized editing software to create engaging visual stories, enhancing client satisfaction and referrals.
Assistant General Manager
Bob Evans Restaurant
Springfield
06.2014 - 11.2022
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Springfield Ohio
Contract Call Center Representative
Arise for Home Depot
03.2020 - 11.2020
- Assist with order placement, product availability, and inventory inquiries.
- Address and resolve customer complaints and issues in a professional and empathetic manner.
- Escalate complex issues to higher-level support or relevant departments when necessary.
- Follow up with customers to ensure resolution and satisfaction.
- Stay updated on Home Depot’s product offerings, promotions, and services.
- Understand and explain warranties, return policies, and special orders.
- Provide guidance on using Home Depot’s website and mobile app.
- Troubleshoot issues related to online orders, account access, and payment methods.
- Process orders, cancellations, and returns efficiently and accurately.
- Track shipments and provide customers with status updates.
- Accurately document customer interactions and transactions.
- Report recurring issues or feedback to management to help improve service quality.
- Adhere to company policies, procedures, and security protocols.
- Ensure the confidentiality and protection of customer information.
- Work effectively with team members and other departments to address customer needs.
- Participate in training and development opportunities to enhance skills and knowledge.
- Listen carefully to customer concerns and ask clarifying questions as needed.
- Maintain a courteous and friendly demeanor throughout the interaction.
- Use positive language and phrases to build rapport and provide reassurance.
- Resolve inquiries and issues in a timely manner while maintaining quality service.
- Manage call time effectively without rushing the customer.
Education
High School Diploma -
Springfield Clark Career Technology Center
Springfield Ohio05-2012
Skills
- Data entry and management
- Customer service and support
- Active listening and communication
- Attention to detail
- Technical troubleshooting
- Time management and organization
- Training and development
- Adaptability and flexibility
- Team collaboration
- Creative problem solving
- Critical thinking
- Customer service
- Data entry accuracy
- Project management
- Video production
- Time management
- Sales reporting
- Performance improvement
- Performance tracking
- Customer relations
Timeline
OnStar Roadside Assistance Representative
Arise for Cadillac
07.2024 - Current
Contract Call Center Representative
Arise for Home Depot
03.2020 - 11.2020
Audio Engineer/Photographer/Videographer
Freelancer
10.2019 - Current
Assistant General Manager
Bob Evans Restaurant
06.2014 - 11.2022
High School Diploma -
Springfield Clark Career Technology Center