Michael Russell
Nashua,NH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
28
28
years of professional experience
Work History
Registered Retirement Representative
Empower Retirement
05.2016 - 06.2023
- Answered 40 to 60 phone calls per day processing fund transfers within retirement plans, withdrawals, rollovers, loans, contribution changes and performed other account maintenance.
- Educated clients on financial topics and best practices.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments
Customer Support Analyst
Blackbaud
07.2015 - 03.2016
- Communicated with nonprofit customers by phone, email and chat to answer questions and offer resolutions for educational K-12 school management software.
- Performed troubleshooting, research and tested complex scenarios within software when necessary.
- Created solutions for clients, matching their level of expertise.
- Prioritized appropriately and owned ongoing customer action plans working towards ultimate and timely resolutions.
Client Support Specialist
RISI, Inc. (now Fastmarkets)
03.2010 - 11.2014
- Order processing and management, maintained solid relationship with sales team for efficient, accurate and timely execution of contract fulfillment.
- Generated Business Unit and AVAC reports, analyzing trends and reporting on such to CEO and Executive Management with detailed facts and resolution suggestions.
- Escalating issues to management or entering software bugs into Jira tracking system as necessary
- Order status and order updates
- Product Distribution
- Directing callers to appropriate contacts as necessary
- Problem resolution including browser and web-based troubleshooting and technical guidance
- Accepting and applying payments
Sr. Technical Support Specialist
Harman Specialty Group
08.2007 - 07.2008
- Provided customer and technical support for Mark Levinson,
Lexicon and Revel audio/video products. Researched and identified parts needed, set up RMA's for repair and defective product exchanges and provided assistance to end-users,
domestic and international dealers and distributors. - Responded to customer inquiries and provided technical assistance over phone and online
- Generated reports to track performance and analyze trends
Personal Program Planner
Elderhostel (now Road Scholar)
09.2006 - 08.2007
- Handle all aspects of customer service for educational travel organization.
- Answer specific program related inquiries and provide prompt resolution of all customer-related issues.
- Managed incoming calls from clients, responded to phone-related inquiries and processed registration transactions in computer database.
Product & Technical Support Specialist II
Bose Corporation
08.1995 - 10.2005
- Responded to customer inquiries regarding Bose products including technical support, system set-up, repair, parts order entry and setting up RMAs for returns.
- Other duties included responding to customer letters and
servicing authorized warranty facilities including processing warranty
claims, parts fulfillment and order tracking. - Resolved issues quickly to maintain productivity goals.
- Won quarterly PTS Value Award for exceptional customer service, May 2002, October 2004.
Inbound Telephone Sales Representative
Bose Corporation
08.1995 - 10.1996
- Answered phone calls from customers inquiring about Bose products.
- Sold Bose Wave Radios, Acoustic Waves, Lifestyle Systems and Active Noise Cancelling Headsets.
- Won monthly DMG Teamwork Award, January 1996.
Education
Some College (No Degree) - Journalism/Mass Communications
University of Wisconsin-Madison
Madison, WISkills
- Self-Motivated
- Complaint resolution
- CRM
- Recordkeeping strengths
- Professional telephone demeanor
- Problem-Solving
- Interpersonal and written communication
- Support inquiry assistance
Timeline
Registered Retirement Representative
Empower Retirement
05.2016 - 06.2023
Customer Support Analyst
Blackbaud
07.2015 - 03.2016
Client Support Specialist
RISI, Inc. (now Fastmarkets)
03.2010 - 11.2014
Sr. Technical Support Specialist
Harman Specialty Group
08.2007 - 07.2008
Personal Program Planner
Elderhostel (now Road Scholar)
09.2006 - 08.2007
Product & Technical Support Specialist II
Bose Corporation
08.1995 - 10.2005
Inbound Telephone Sales Representative
Bose Corporation
08.1995 - 10.1996
Some College (No Degree) - Journalism/Mass Communications
University of Wisconsin-Madison