Salesforce CRM
Michael Searles
Mesa,AZ
Work Preference
Summary
10+ years of experience in customer support and client services. Demonstrated expertise in high-volume call centers, technical troubleshooting, and CRM systems. Known for strong communication, problem-solving, and conflict resolution. Skilled in Genesys Cloud, and multichannel communication.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Advisor II, Technical Support
Concentrix
Remote
08.2025 - Current
- Delivered technical support for Intuit QuickBooks, resolving software, account, and integration issues.
- Guided customers with clear, solution-focused communication to ensure a positive support experience.
- Logged cases, escalations, and resolutions in CRM to improve service efficiency and accuracy.
Customer Support Agent
Signpost
Remote
04.2024 - 02.2025
- Handled 50-70 customer interactions daily via phone, email, and chat.
- Resolved service and technical issues using Genesys Cloud.
- Maintained 95% KPI scores and accurate CRM documentation.
Trivia Host / Co-Owner
UpDog Trivia
Spirit Lake, IA
09.2018 - 04.2024
- Hosted virtual trivia events and managed customer engagement.
- Provided live tech support and brand experiences.
Staffing Specialist
GrapeTree Medical Staffing
Milford, IA
07.2019 - 10.2020
- Coordinated staffing assignments and ensured credential compliance.
- Tracked KPIs and supported recruitment campaigns.
Customer Service Representative
CC Transport
Temecula, CA
07.2017 - 07.2019
- Scheduled transportation and ensured HIPAA compliance.
- Managed dispatch coordination and vehicle logs.
Seasonal Customer Service Rep
National Tax Experts
Oceanside, CA
09.2016 - 01.2017
- Answered tax inquiries, updated CRM records, resolved complaints.
Customer Service Manager
Teamwork Athletic Apparel
San Marcos, CA
04.2013 - 08.2016
- Led team of 8+ reps, resolved escalations, and improved customer retention.
- Used Adobe Photoshop for artwork approvals; supported trade shows.
Education
No Degree - Computer Programming
Iowa Lakes Community College
Spirit Lake, IA 01.2022 - 01.2023
High School Diploma -
Escondido Charter High School
Escondido, CA 09.2001 - 06.2005
Skills
- Inbound/Outbound Call Handling
- Salesforce (CRM)
- Support & Troubleshooting
- Genesys Cloud, CCP
- Multichannel Communication
- Team Leadership
- Scheduling Coordination
Personal Information
Title: Customer Service & Tech Support Specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Genesys Cloud
Slack
Microsoft TEAMS
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Languages
English
Native or Bilingual
Timeline
Advisor II, Technical Support
Concentrix
08.2025 - Current
Customer Support Agent
Signpost
04.2024 - 02.2025
No Degree - Computer Programming
Iowa Lakes Community College
01.2022 - 01.2023
Staffing Specialist
GrapeTree Medical Staffing
07.2019 - 10.2020
Trivia Host / Co-Owner
UpDog Trivia
09.2018 - 04.2024
Customer Service Representative
CC Transport
07.2017 - 07.2019
Seasonal Customer Service Rep
National Tax Experts
09.2016 - 01.2017
Customer Service Manager
Teamwork Athletic Apparel
04.2013 - 08.2016
High School Diploma -
Escondido Charter High School
09.2001 - 06.2005