Michael Scott
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Resourceful Banking Customer Service Representative known for being highly productive and efficiently completing tasks. Possess strong skills in problem-solving, account management, and financial product knowledge which enable effective handling of customer inquiries and concerns. Excel in communication, empathy, and adaptability, ensuring customer satisfaction and loyalty.
Overview
11
11
years of professional experience
Work History
Banking Customer Service Representative
USAA Federal Savings Bank
San Antonio, TX
10.2023 - Current
- Explained banking procedures and regulations to customers accurately.
- Updated databases with new and modified customer data.
- Provided account information and answered customer inquiries in a timely manner.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Improved product knowledge on continuous basis to provide optimal service.
- Provided excellent customer service by responding promptly to requests or inquiries.
Loss Prevention Supervisor
La Cantera Resort & Spa
San Antonio, TX
04.2022 - 09.2023
- Trained staff on loss prevention tactics and company procedures.
- Monitored paperwork procedures to prevent error-related losses.
- Collaborated with law enforcement to report crime and suspicious activity.
- Completed incident reports and activity logs for accurate, current records.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
- Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Responded quickly to emergency alarms and calls for assistance for improved issue prevention.
- Liaised with law enforcement and security personnel in issue investigation.
- Interviewed suspects, customers and witnesses to obtain helpful information and statements.
- Observed video surveillance systems for prompt emergency response.
- Trained personnel on security best practices, protocols and procedures.
Loss Prevention Officer
La Cantera Resort & Spa
San Antonio, TX
04.2021 - 09.2023
- Conducted daily store walk-throughs to identify potential security risks.
- Observed video surveillance systems for prompt emergency response.
- Patrolled store premises to detect and prevent shoplifting and security breaches.
- Completed incident reports and activity logs for accurate, current records.
- Responded quickly to emergency alarms and calls for assistance for improved issue prevention.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Liaised with law enforcement and security personnel in issue investigation.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
- Interviewed suspects, customers and witnesses to obtain helpful information and statements.
- Monitored surveillance cameras and alarm systems to detect suspicious activity.
Customer Service Representative
IBEX Global
San Antonio, TX
10.2020 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Service Coordinator
Discount Tire
San Antonio, TX
12.2018 - 09.2020
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Coordinated and monitored service activities to confirm work met all requirements.
- Assessed customer needs and developed solutions to meet needs.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Utilized proper tools and materials to adhere to safety guidelines.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Supervised team of installers and mechanics to complete work on time and to company standards.
Server
Melting Pot
San Antonio, TX
08.2018 - 12.2018
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Processed orders and sent to kitchen employees for preparation.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Checked guests' identification before serving alcoholic beverages.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
Kennel Technician
Lucy’s Doggy Daycare
San Antonio, TX
06.2018 - 08.2018
- Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
- Trained new staff on kennel maintenance, animal care and feeding protocols.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Mixed and administered special food formulas to individual animals based on unique dietary needs.
- Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Followed pet care instructions for dietary needs and medication regimens.
- Monitored animals for behavioral problems and signs of health issues.
Tire Technician
Discount Tire
San Antonio, TX
11.2016 - 06.2018
- Dismounted, mounted, and repaired tires according to manufacturer specifications.
- Rotated, mounted and balanced tires on cars, trucks, and vans.
- Replaced and repaired tires using best practices for safe vehicle maintenance.
- Operated machines safely and correctly, including tire changers and wheel balancers.
- Serviced customer vehicles quickly and accurately to meet daily appointment schedules.
- Repaired tires to avoid costly replacements by patching, plugging and replacing valves.
- Disposed of old tires correctly, meeting safety and environmental requirements.
- Inflated tires to prescribed PSI per load requirements to optimize tire safety.
- Utilized specialized tools and equipment to safely remove and install tires.
- Used shop machinery to balance tires and align vehicles for optimal performance.
- Educated customers about tire maintenance, repair and replacement.
- Repaired punctures by locating leaks, removing embedded objects, and patching holes.
- Inflated tires to recommended pressure levels for tire and vehicle size.
Cashier
Gas Station
Boerne, TX
03.2016 - 10.2016
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Tallied cash drawer at beginning and end of each work shift.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Processed refunds and exchanges in accordance with company policy.
- Checked personal identifications during alcohol and tobacco sales.
Food Runner/Table Busser
TopGolf
San Antonio, TX
04.2015 - 03.2016
- Reset and cleaned tables quickly to prepare for new customers.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
- Organized and cleaned assigned sections by sanitizing and cleaning table, counter, and kitchen surfaces.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Worked well in diverse team settings by partnering with others to complete tasks.
- Delivered smooth and timely service to customers by offering additional silverware, extra napkins, and cleaning spills.
- Trained new staff in bussing and cleaning procedures.
- Coordinated with kitchen staff to determine timely delivery and accuracy of food orders.
- Assisted with bussing tables and cleaning up spills.
Guest Service Representative
Main Event
San Antonio, TX
05.2014 - 03.2015
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Created welcoming and comfortable environment for guests.
Education
High School Diploma -
Taft High School
San Antonio, TX06.2013
Skills
- Critical Thinking
- Active Listening
- Microsoft Excel
- Microsoft Word
- Staff Training
- Professional Telephone Demeanor
- Call Center Operations
Education
San Antonio, TX
Contact
San Antonio, TX 78253
Timeline
Banking Customer Service Representative
USAA Federal Savings Bank
10.2023 - Current
Loss Prevention Supervisor
La Cantera Resort & Spa
04.2022 - 09.2023
Loss Prevention Officer
La Cantera Resort & Spa
04.2021 - 09.2023
Customer Service Representative
IBEX Global
10.2020 - 03.2021
Service Coordinator
Discount Tire
12.2018 - 09.2020
Server
Melting Pot
08.2018 - 12.2018
Kennel Technician
Lucy’s Doggy Daycare
06.2018 - 08.2018
Tire Technician
Discount Tire
11.2016 - 06.2018
Cashier
Gas Station
03.2016 - 10.2016
Food Runner/Table Busser
TopGolf
04.2015 - 03.2016
Guest Service Representative
Main Event
05.2014 - 03.2015
High School Diploma -
Taft High School