Michael Leiva
Lilburn,GA
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
10
10
years of professional experience
Work History
Account Closures Representative
Iron Mountain
09.2023 - Current
- Assist customers and their businesses via casework on terminating their relationship with Iron Mountain with 40+ cases at a time
- Handle inventory reports and termination invoices to facilitate account closures
- Provide assistance through email and phone communication channels.
Mattress Firm
06.2021 - 08.2023
- Consulted guests on the importance of sleep hygiene
- Utilized tools and technology, such as Google and Sleep Score Labs, to match guests with suitable sleep solutions
- Assisted in sales and store management, including inventory management and planograms
- Trained new employees on utilizing tools and knowledge of sleep solutions to meet guests' needs.
Tier Customer Service Representative
AT&T
01.2020 - 07.2020
- Verified customer information at the start of every call
- Identified customers' needs, clarified information, and researched and provided solutions to resolve issues.
Receptionist/Vet Tech
Flamingo Road Animal Hospital
08.2019 - 01.2020
- Assisted with order placement, refunds, and exchanges
- Maintained a clean and professional customer area by assisting in product layouts and floor plans
- Performed daily store tasks, including stocking, re-merchandising, and processing transactions
- Responded to telephone calls and provided Spanish to English translations.
Customer Service Representative/Email
Chewy
03.2019 - 11.2019
- Verified customer information at the start of every call
- Recommended products based on customers' past purchases
- Greeted customers warmly and addressed their inquiries and concerns.
Customer Service Representative/Email
Office Depot
03.2016 - 02.2019
- Managed resources effectively to meet production, quality, and cost goals
- Resolved critical issues in a time-sensitive environment using analytical skills
- Assisted team members in verifying confidential customer information
- Provided training, orientation, and guidance to all team members
- Cross-trained in multiple departments, including Tech, Copy and Print, and cash register
- Identified customer needs and upsold higher-value products
- Demonstrated use and operation of merchandise.
Customer Service Representative
Bath & Body Works
10.2015 - 03.2016
- Provided excellent customer service and assistance with purchases
- Increased sales by recommending products based on customer preferences
- Maintained knowledge of sales promotions, payment policies, and exchange procedures
- Restocked and replenished the selling floor.
Sales Associate
Tilly’s
06.2013 - 10.2015
- Created attractive displays showcasing seasonal inventory
- Assisted in store display setup and ensured merchandise quality
- Stocked and replenished the selling floor
- Supervised fitting rooms.
Education
Associate of Arts - Psychology
Broward College
Fort Lauderdale, FL05.2014
Skills
- Fluent in English and Spanish
- Decision-making in high-pressure situations
- Computer proficient (Microsoft Office, cloud-based POS systems, Google-based programs)
- Time management
- Conflict resolution
- Medical terminology and bedside manners
- Ability to collaborate as a team to reach a common goal
- Quick learner
- Data Analysis
- Client Representation
- Customer Satisfaction
- Quality Assurance Understanding
- Quote and Proposal Management
Timeline
Account Closures Representative
Iron Mountain
09.2023 - Current
Mattress Firm
06.2021 - 08.2023
Tier Customer Service Representative
AT&T
01.2020 - 07.2020
Receptionist/Vet Tech
Flamingo Road Animal Hospital
08.2019 - 01.2020
Customer Service Representative/Email
Chewy
03.2019 - 11.2019
Customer Service Representative/Email
Office Depot
03.2016 - 02.2019
Customer Service Representative
Bath & Body Works
10.2015 - 03.2016
Sales Associate
Tilly’s
06.2013 - 10.2015
Associate of Arts - Psychology
Broward College