Michael Joseph
Marietta,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the sales industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
25
25
years of professional experience
Work History
Senior Contract Analyst
Cigna
08.2021 - Current
- Investigated facts and law of cases, using pertinent sources to determine causes of action and to prepare cases.
- Provided key administrative assistance to senior management.
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
Benefits Specialist
Family First Life
01.2018 - 08.2021
- Mentored newly hired employees in benefits department and provided information regarding company policies and procedures.
- Provided detailed information about benefits and limitations of different policies and programs.
- Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Monitored data integrity and confidentiality by observing strict regulations and procedures.
Quality Control Inspector
Fabric.com Inc.
01.2015 - 01.2018
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
- Trained newly hired employees by explaining company procedures, job duties and performance expectations.
- Adhered to safety protocols to minimize equipment damage and avoid injuries.
- Inspected and repaired products to meet project expectations.
Customer Service Representative
The Uptown Greenery
11.2010 - 01.2015
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming telephone calls to provide store, products, and services information.
- Made outbound calls to obtain account information.
Customer Service Associate
Sears
07.2005 - 01.2010
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Sales Associate
Finish Line
03.2000 - 08.2004
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative
Winn Dixie Supermarket
06.1999 - 08.2001
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
Special Events Coordinator
Tropicana Casino & Resort Atlantic City
06.1998 - 07.1999
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Explained benefits, features and recommendations to maximize client retention.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
Criminal Justice
Georgia Southern University
Statesboro, GABachelor of Arts - Political Science
Georgia State University
Atlanta, GA08.2025
Skills
- Employee Benefits Practices
- ACA Standards Knowledge
- Special Projects
- Benefits Interpretation
- Organizational Skills
- People Skills
- Verbal and Written Communication
- Training & Development
- Friendly, Positive Attitude
- Critical Thinking
- Conflict Resolution
- Contract Management
- Quality Assurance
- Operational Efficiency
- Contract Analysis
- Customer Accounts Management
Timeline
Senior Contract Analyst
Cigna
08.2021 - Current
Benefits Specialist
Family First Life
01.2018 - 08.2021
Quality Control Inspector
Fabric.com Inc.
01.2015 - 01.2018
Customer Service Representative
The Uptown Greenery
11.2010 - 01.2015
Customer Service Associate
Sears
07.2005 - 01.2010
Sales Associate
Finish Line
03.2000 - 08.2004
Customer Service Representative
Winn Dixie Supermarket
06.1999 - 08.2001
Special Events Coordinator
Tropicana Casino & Resort Atlantic City
06.1998 - 07.1999
Criminal Justice
Georgia Southern University
Bachelor of Arts - Political Science
Georgia State University