Michael M. McKinney
Lewisville,TX
Summary
Professional customer service leader with significant experience in managing and improving customer relations. Skilled in conflict resolution, team collaboration, and process optimization. Focused on achieving results and adapting to changing needs. Strong communication, problem-solving, and leadership abilities.
Overview
9
9
years of professional experience
Work History
ISR/Lead CSR
Infinite Electronics
08.2023 - Current
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Managed and responded to 100+ daily inbound interactions, including calls, emails, and faxes, ensuring prompt and efficient customer support across multiple communication channels.
Senior Pharmaceutical Technician
Select Quote
03.2021 - 08.2023
- Ensure customer database is maintained and updated in a timely and accurate manner in compliance with all applicable company policies and procedures
- Analyzing and reporting data integrity and accuracy as necessary
- Process prescription requests by inputting patient prescription and demographic data in applicable system as required
- Primary point of contact for patients and/or healthcare providers to ensure and maintain facilitation of diverse customer requests
- Subject matter expert (SME) by providing support to additional staff, cross-divisional teams and customers in the resolution of outstanding disputes
- Focus on additional departments and 20+ locations in collaboration with cross-divisional teams while maintaining coordination of customer service orders in a timely and accurate manner
Account Executive
Choptank Transport
04.2019 - 03.2021
- Built sustainable relationships between prospects and clients by searching, developing, and building sales pipelines with sales department representatives through customer calls, follow-ups, customer support and relationship building
- Contributed to company's strategic objective by successfully maximizing revenue via appropriate problem-solving circumstances
- Provided clients with top industry technology and customer service, resulting in streamlined logistic services
- Trained and mentored new and existing sales representatives to help grow company revenue while developing a standard of excellence in each member
- Conducted 150+ outbound interactions daily, including follow-up calls, emails, and outreach communications, to engage customers, resolve issues, and support sales or service initiatives.
Account Executive
CPI One Point
01.2018 - 04.2019
- Plan, execute and close leads, contribute to the company's strategic objectives, and successfully increased cliental to 250+
- Provide continuous and frequent after-sales support to 100+ clients to enhance customer's success
- Collaborate with customer success department to ensure sustainable account growth throughout customer journey
- Build long-term strategic relationships with clients and expand business reach
Account Manager
Monitronics International Inc.
03.2016 - 01.2018
- Built sustainable relationships prospects and clients
- Owned the sales process from prospecting, discovery call, product demonstrations, business presentation, proposal delivery, to contract negotiation and deal closure
- Maintained account project plans to ensure timeliness of client deliverables
- Proactively anticipated client needs and identified strategies to solve potential issues and complaints should they arise
- Managed and responded to 150+ daily inbound interactions, including calls, emails, and faxes, ensuring prompt and efficient customer support across multiple communication channels.
Education
High School Diploma -
Lewisville High School
Lewisville, TX01.2011
Business & Marketing -
Colby Community College
Colby, KS01.2012
Skills
- Analyzing data
- Business acumen
- Value-based selling
- Salesforce software
- Inbound sales
- Market research
- Budget management
- Contract negotiations
- Customer Relationship Management (CRM)
- Account management
- Team building
- Proactive Efficiency & organization
- Leadership advancements
Websites
Timeline
ISR/Lead CSR
Infinite Electronics
08.2023 - Current
Senior Pharmaceutical Technician
Select Quote
03.2021 - 08.2023
Account Executive
Choptank Transport
04.2019 - 03.2021
Account Executive
CPI One Point
01.2018 - 04.2019
Account Manager
Monitronics International Inc.
03.2016 - 01.2018
High School Diploma -
Lewisville High School
Business & Marketing -
Colby Community College
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