Michael Roach
Macon,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TSI. (Transworld Systems Inc)
07.2019 - Current
- Customer Service Representative for Customer Assistance Program Back Office
- Processing Applications in timely manner for Philadelphia Electric Company
- Ensuring that all requirements are met and enrolling customers in program
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Consultant and Sales Representative
Sutherland Global Services (Account: AT&T)
10.2016 - 07.2018
- Consultant and sales representative where I provided exceptional customer service and efficiently and effectively dealt with customer complaints and questions regarding billing and services
Cashier
Island Grill Restaurant
11.2015 - 10.2016
- Worked as cashier and along with my team provided outstanding customer service and maintained high quality and efficiency in the restaurant.
Intern
Jamaica Customs
10.2012 - 03.2013
- Organized flight information via data entry, called in arrival and departure of flights to customs duty office and inspected shipped containers in the warehouse.
Education
Associates Degree in General Studies -
Caribbean Maritime University
04.2013
High School Diploma -
Manchester High School Sixth Form
07.2010
Skills
- Order and Refund Processing
- Estimating
- Customer Data Confidentiality
- Documentation
- Data Evaluation
- CRM Software
- Regulatory Compliance
- Dispute Resolution
- Scheduling
- Call center experience
- Quality Assurance Controls
- Calm and Professional Under Pressure
Communication Skills
Recognized as cashier of the month while working at Island Grill Restaurant. Graduated high school with honors and displayed strong leadership as an executive in the student council for 3 years.
References
- Cherrie Brooks, PECO Supervisor, cjbrooks@convergentUSA.com
- Chris Nelson, PECO Supervisor, Chnelson@convegentUSA.com
- Damion Newell, Human Resource Department, Damion.newell@sutherlandglobal.com
Volunteering to Teach (Non-Profit Organization)
I commit at least 10 hours a month to teaching people how to live a better life. I am able to help them develop life skills that will help them suceed.
Timeline
Customer Service Representative
TSI. (Transworld Systems Inc)
07.2019 - Current
Consultant and Sales Representative
Sutherland Global Services (Account: AT&T)
10.2016 - 07.2018
Cashier
Island Grill Restaurant
11.2015 - 10.2016
Intern
Jamaica Customs
10.2012 - 03.2013
Associates Degree in General Studies -
Caribbean Maritime University
High School Diploma -
Manchester High School Sixth Form
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