MICHAEL NELSON
Blaine,TN
Summary
- Successful Customer Service Representative and Manager with over five years of experience resolving complex customer inquiries and managing teams in various settings while consistently achieving company metrics and goals. Recognized for exemplary work ethic, dependability, ability to achieve goals, resourcefulness, and adaptability to any work environment. Proven strength in coaching for performance and reputation as an effective communicator able to engage customer satisfaction.
Overview
5
5
years of professional experience
Work History
Member Service Representative
Foundever
Knoxville, TN
05.2024 - Current
- Ensured compliance with applicable laws and regulations related to banking operations.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Handled customer complaints in an efficient and courteous manner.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Monitored compliance with organizational security protocols when interacting with members.
Team Captain
IGT Solutions
Knoxville, TN
04.2023 - 11.2023
- Provided feedback and coaching to help develop skillsets among individual members of the team.
- Monitored progress of team objectives, identified potential issues and addressed them in a timely manner.
- Maintained open lines of communication between the team and management.
- Encouraged creative thinking among the team to generate innovative ideas for problem solving.
RCA (Rural Carrier Associate)
USPS
Rutledge, TN
09.2022 - 03.2023
- Ensured timely and secure delivery of mail and parcels while prioritizing safety measures
- Implemented regular maintenance checks on personal vehicle to ensure its suitability for delivering products safely
- Demonstrated consistent ability to uphold exceptional customer satisfaction levels, even during demanding peak seasons.
- Effectively communicated with supervisors regarding any issues that arose while on rural routes
- Managed inventory by tracking items loaded and unloaded during each trip.
- Communicated effectively with customers regarding product delivery schedules.
- Utilized GPS navigation systems to plan efficient routes for delivery trips.
Innovative Technical Specialist I
SIMPLISAFE
Boston, MA
09.2019 - 11.2021
- Investigated and troubleshot home security systems for customers
- This consisted of walking the consumers through step-by-step instructions, and on occasion de-escalating agitated customers
- Worked from home diligently while maintaining high customer satisfaction
- When issues could not be resolved in one call, called back with a solution within 24-48 hours
- Maintained high metrics on first call resolutions, such as adherence for being "On-Queue."
- Communicated with supervisors when a pattern of calls appeared, and documented issues
Customer Support Representative
SIMPLISAFE
Boston, MA
09.2019 - 03.2021
- Investigated and troubleshot home security systems for customers
- This consisted of walking the consumers through step-by-step instructions, and on occasion de-escalating agitated customers
- Worked from home diligently while maintaining high customer satisfaction
- When issues could not be resolved in one call, called back with a solution within 24-48 hours
- Maintained high metrics on first call resolutions, such as adherence for being "On-Queue."
- Communicated with supervisors when a pattern of calls appeared, and documented issues
Education
Bachelor of Science - Information Technology
University of Phoenix, Online Campus
06-2025
Diploma -
Millard South High School
01.2007
Skills
- Call center experience
- Aware of seven behavior engagement models
- Customer care oriented
- Computer literate (Microsoft Word, Windows OS environment, mobile devices)
- Team management skills
- Critical thinking skills
- Problem solving skills
- Ability to prioritize tasks based on importance
- Enthusiastic for learning and growth
- Professional communication skills between customers and colleagues
- Experience in sales
- Self-directed to work autonomously
- Team player
Recognition
The National Society of Collegiate Scholars (2021)
Timeline
Member Service Representative
Foundever
05.2024 - Current
Team Captain
IGT Solutions
04.2023 - 11.2023
RCA (Rural Carrier Associate)
USPS
09.2022 - 03.2023
Innovative Technical Specialist I
SIMPLISAFE
09.2019 - 11.2021
Customer Support Representative
SIMPLISAFE
09.2019 - 03.2021
Bachelor of Science - Information Technology
University of Phoenix, Online Campus
Diploma -
Millard South High School