Michael Quinones
Windsor Locks,CT
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
15
15
years of professional experience
Work History
Corporate Services Specialist, Broker
Waste Management
10.2021 - Current
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent customer support.
- Coordinates and manages a high volume of service requests and transactions from multiple segments of the business, utilizing strong communication and organizational skills.
- Communicates information with accuracy and brevity, ensuring that messages are easily understood and actionable.
- Prepared contracts and related documentation according to strict standards.
- Records and documents each service request with accuracy and attention to detail, ensuring that all required information, including pricing and service details, is entered into the Acorn system.
- Resolves customer escalated issues quickly and efficiently.
- Provides standard information and education regarding service options, charges, billing, and contracts.
Vendor Procurement Analyst
Waste Management
01.2017 - 10.2021
- Creating, testing and implementing of vendor training program and internal processes
- Monthly validation of vendor billing obligations through reports designating areas of concern
- Managed projects that support corporate procurement initiatives and ensured that suppliers follow special client requirements
- Gathering and refreshing data for internal tools related to vendor performance
- Contract Management, managed and issued service agreements, auto-renewal and service cancellations
- Procured rates, validated and awarded waste and recycling services for hauling bids
- Responsible for SharePoint site management, daily tracking, and maintenance
- Worked with IT on multiple Ad Hoc requests, reporting as well as handled UAT testing for new applications
- Supplier bidding support; provide online bidding vendor tutorials, user management, troubleshooting
- Assisting teammates with daily functions when needed
Project Services Supervisor
Waste Managment
09.2015 - 03.2017
- Led the implementation of a newly formed team within SBS
- Created and streamlined processes for the Project Services Team
- Produced training material for new and existing processes and workflows
- Managed, trained and mentored a direct team of 18 individuals
- Assisted and coached individuals to ensure all questions and concerns were addressed, resulting in a changed mindset of the team to a more positive atmosphere
- Provided feedback and discussing developmental opportunities with individuals which resulted in the promotion of three team members
- Led team meetings that flowed senior leadership announcements, changed the culture of the team by building a culture of respect and empathy that allowing the team to openly discuss concerns
- Collaborated with Project Managers to ensure timely implementation of new clients and services
- Generated and provided daily reports of team volume and queue management to senior leadership
Customer Service Team Lead
Waste Management
10.2014 - 09.2015
- Managed large national construction projects/manufacturing and industrial segments with the day to day account management tasks
- Oversaw a team of 24 individuals while working closely with management to ensure quality and call volume standards were met
- Created, managed and reported success, growth opportunities and requested volumes to upper management on a daily basis
- Addressed report findings by conducting a root cause analysis of issues found and implementing a solution
- Worked closely with the project management team to improve customer experience and ensure customer satisfaction
- Coached agents to improve quality and assist with any concerns they may have
- Mentored several agents to get them inline for any promotional opportunities
Client Setup & Maintenance Rep I
Waste Management
09.2013 - 10.2014
- Worked closely with customer service and account managers to coordinate deliveries for clients
- Collaborated with haulers to obtain contract and pricing information
- Worked with local divisions and third-party partners to ensure deliveries were completed in a timely fashion
- Created excel spreadsheets and workflows for daily work functions
- Processed prepayments for client services and accounts
- Built a close relationship with partnered vendors, increased knowledge based on the implementation of services within ACORN
- Assisted team by working closely with peers to answer questions, share sharing knowledge and experience
- Managed projects and special processes improvement efforts within the team
C&D Customer Service Rep II
Waste Management
04.2012 - 09.2013
- Assisted customers with the full life cycle of services, issues and delivery request
- Completed client request utilizing internal client request system
- Partnered with account managers to resolve large client concerns and requests
- Handled the team inbox and work assigned to peers while ensuring all requests were completed in a timely fashion
- Ensured ACORN was updated correctly, pricing accuracy and worked with vendors to ensure work orders were received and on schedule
- Hand Selected to be one of a few individuals on the team to setup new client requests
- Trained, led and mentored newer staff, new hires on inbound service calls, resolution and queue management
Customer Service Representative - AARP Division
Hartford Life Insurance
10.2011 - 03.2012
- Worked closely with clients to assist with automotive insurance policies while following strict insurance guidelines
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customer of policy information, changes and explained features and benefits of plan
- Filed and processed documents to specific department outlets
- Assisted with client billing disputes and questions
- Ensured policies met individual state guidelines for processing
Customer Service Representative II
Otis Elevator
01.2008 - 09.2011
- Worked in a nationwide call center that dispatched mechanics to locations for service or emergency entrapments
- Kept detailed records of customer interactions, recorded details of inquiries/complaints as well as any actions taken
- Worked with customers and local representatives to ensure resolutions to all issues reported by customers
- Participated in department “Pilot Programs” to provide better services and increase customer satisfaction
- Supported the UTC Quality Initiative (Achieving Competitive Excellence - ACE) while maintaining standard work processes to ensure our services are best in class
- Created department weekly tasks schedules ensuring every team member had equal opportunities in work assigned, Worked in a nationwide call center that dispatched mechanics to locations for service or emergency entrapments
- Kept detailed records of customer interactions, recorded details of inquiries/complaints as well as any actions taken
- Worked with customers and local representatives to ensure resolutions to all issues reported by customers
- Participated in department “Pilot Programs” to provide better services and increase customer satisfaction
- Supported the UTC Quality Initiative (Achieving Competitive Excellence - ACE) while maintaining standard work processes to ensure our services are best in class
- Created department weekly tasks schedules ensuring every team member had equal opportunities in work assigned
Education
Bachelor of Arts -
Tunxis Community College
Farmington, CT09.2025
High School Diploma -
Charles W. Flanagan High School
Pembroke Pines, FL08.2000
Skills
- Team Leadership
- Training
- Inventory
- Workflow Management
- Adobe Photoshop
- Adobe Illustrator
- Adobe Lightroom
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Adobe Acrobat
- Active Listening
- Dynamic Communication
- Organizational Systems
- Stakeholder Relationship Management
- Critical Thinking
Accomplishments
- Otis Presidents Award - September 2010
Timeline
Corporate Services Specialist, Broker
Waste Management
10.2021 - Current
Vendor Procurement Analyst
Waste Management
01.2017 - 10.2021
Project Services Supervisor
Waste Managment
09.2015 - 03.2017
Customer Service Team Lead
Waste Management
10.2014 - 09.2015
Client Setup & Maintenance Rep I
Waste Management
09.2013 - 10.2014
C&D Customer Service Rep II
Waste Management
04.2012 - 09.2013
Customer Service Representative - AARP Division
Hartford Life Insurance
10.2011 - 03.2012
Customer Service Representative II
Otis Elevator
01.2008 - 09.2011
Bachelor of Arts -
Tunxis Community College
High School Diploma -
Charles W. Flanagan High School
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