MICHAEL LOUIS
Fort Lauderdale
Summary
Experienced customer service representative with over 5 years of experience in providing excellent customer service. Skilled in software, resolving customer complaints, and providing a positive and friendly customer experience. Seeking to use extensive knowledge and experience to secure a customer service role with top-notch skills in oral and written communication, active listening, and analytical problem solving, aiming to add tremendous value to the organization and enhance customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty
Overview
7
7
years of professional experience
Work History
Seasonal Sales Associate
Colony Brands, Inc.
09.2024 - 12.2024
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Demonstrated product features and benefits for customers' needs.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Developed promotional strategies to increase sales volume.
- Provided accurate information about products, prices, and services.
- Upsold additional items based on customer interests and needs.
- Managed returns, exchanges and refunds in accordance with company's policy.
Information and Customer Service Specialist
NIKE (Liveops)
04.2023 - 06.2024
- Memorized store organization system, as well as special products and discounts, and directed customers to desired products
- Conducted returns and informed customers of return policy
- Fielded customer complaints and issues, with +90% of issues resolved to customer satisfaction
- Maintained friendly and positive attitude at all times, even with unhappy and unruly customers
- Mastered in-house customer service and sales computers, powered by Zendesk
- Provided exceptional services and pleasant shopping experiences to retail customers
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Used customer insights to develop innovative sales strategies to increase sales
- Retained excellent client satisfaction ratings through outstanding service delivery
Customer Service Representative
Dockside Inn & Suites
06.2022 - 03.2023
- Processed customer service reservations promptly
- Take payment information and other pertinent information such as addresses and phone numbers to make reservations
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Provided primary customer support to internal and external customers
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Developed customer service improvement initiatives to decrease customer wait times
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Service Specialist
Comcast, Xfinity
01.2018 - 07.2021
- Received 90% average customer satisfaction rating (to date), winning 'Employee of Month' of May 2020
- Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management
- Closed sales at almost 60% rating, 10% higher than company average
- Resolved concerns with products or services to help with retention and drive sales
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Associate of Business Administration - Business Administration
UNIVERSITY OF FLORIDA
MIAMI, FLORIDASkills
- Excellent communication skills
- Customer service
- Windows Word
- Excel
- Zendesk
- Five9
- Avaya
- Vmware
- Salesforce
- Secure Remote Worker
- Good communication skills
- Warehousing practices and procedures
- Excellent written and oral communication
- Telephone etiquette
- Sales strategy
- Product knowledge
Languages
French
Native or Bilingual
Spanish
Professional Working
Timeline
Seasonal Sales Associate
Colony Brands, Inc.
09.2024 - 12.2024
Information and Customer Service Specialist
NIKE (Liveops)
04.2023 - 06.2024
Customer Service Representative
Dockside Inn & Suites
06.2022 - 03.2023
Customer Service Specialist
Comcast, Xfinity
01.2018 - 07.2021
Associate of Business Administration - Business Administration
UNIVERSITY OF FLORIDA
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