MICHAEL SCAGLIONE
Wesley Chapel
Summary
I am highly motivated and goal-oriented with a strong work ethic and a relentless drive for success. Known for a proactive approach, dedication to excellence, and the ability to stay focused under pressure. Colleagues often describe me as dependable, detail-oriented, and a natural problem-solver who thrives in collaborative and fast-paced environments. Passionate about continuous improvement and always seeking innovative solutions to achieve outstanding results. Performing under high-stress environments or confusion is not new. I have experience as a Customer Care Representative with a proven track record at Vector Solutions, excelling in problem resolution and customer service. Demonstrated high levels of product knowledge and time management. I am consistently enhancing customer satisfaction and achieving high NPS scores to meet the goals set by my leaders. I also became product certified in both TargetSolutions and Evaluations +.
Overview
9
9
years of professional experience
Work History
Senior Customer Care Representative
Vector Solutions
Tampa
07.2022 - Current
- Assisted large volume of customers daily, ensuring high levels of satisfaction through positive interactions.
- Managed high call volume with exceptional professionalism and efficiency.
- Addressed customer needs with effective service and timely problem resolution.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Navigated different LMS's used in my sector and handled cases created by email, chat, and phone with the utmost professionalism or knowledge.
- Executed various tasks for Customer Success Managers using Convergence LMS.
- Strived to achieve top NPS score while providing effective resolutions to customer inquiries.
- Maintained up-to-date knowledge of product and service changes.
- Remained alert to problems or health issues of clients and competently responded.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Caretaker
Self-employed
Land O' Lakes
01.2020 - 06.2022
- Assisted with meal preparation and nutrition planning for client.
- Developed personalized care plans based on client needs and preferences.
- Coordinated transportation for clients to appointments and social events.
- Cleaned windows, walls, ceilings, carpets, floors, bathrooms, kitchens. Used appropriate cleaning supplies.
- Organized storage areas in order to maximize space efficiency.
- Kept records of all maintenance activities including costs incurred and materials used.
Valet
ABM Industries
Tampa
02.2017 - 07.2019
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
- Built positive customer rapport for courteous, friendly and professional service.
- Enhanced customer satisfaction by efficiently parking and retrieving vehicles in a timely manner.
- Maintained a professional demeanor while greeting guests and opening car doors, contributing to a positive first impression.
- Located and retrieved vehicles quickly to minimize customer wait times.
- Managed high-volume situations during peak hours by prioritizing tasks and working closely with colleagues to maintain efficiency.
- Trained new team members on company procedures, fostering a collaborative work environment built on shared knowledge and expertise.
- Developed rapport with repeat customers, remembering names and preferences for personalized service experiences.
- Logged and documented parked vehicle details for accurate records.
Education
High School Diploma -
Land O' Lakes High School
Land O' Lakes, FL05.2013
Skills
- Time management
- Product knowledge
- Problem resolution
- Customer service
- Data entry
- Computer skills
- Goal setting
- Professionalism and work ethic
- People skills
- Team collaboration
- Active listening
Timeline
Senior Customer Care Representative
Vector Solutions
07.2022 - Current
Caretaker
Self-employed
01.2020 - 06.2022
Valet
ABM Industries
02.2017 - 07.2019
High School Diploma -
Land O' Lakes High School