Michael Silkworth
Syracuse,NY
Summary
Results-oriented Member Service Representative with a proven track record in enhancing customer satisfaction through effective issue resolution and relationship building. Skilled in managing financial transactions and providing comprehensive client education to optimize service delivery. Dedicated professional with strong customer service skills in member relations. Expertise in dispute resolution, transaction processing, and client education. Committed to enhancing member satisfaction and streamlining operational processes.
Overview
14
14
years of professional experience
Work History
Member Service Representative
Young Men's Christian Association, YMCA
Syracuse, NY
01.2025 - Current
- Assisted members with inquiries and resolved issues to enhance customer satisfaction.
- Provided information on programs, services, and membership options to prospective members.
- Processed membership applications and renewals efficiently while maintaining accurate records.
- Facilitated onboarding process for new members, ensuring seamless integration into YMCA community.
- Conducted follow-up communications to gauge member satisfaction and address concerns promptly.
- Trained new staff on operational procedures and customer service protocols to ensure consistency in service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Warehouse Assistant
Amazon
Liverpool, NY
10.2020 - 01.2025
- Operated material handling equipment to efficiently transport goods within warehouse environment.
- Conducted inventory audits, ensuring accurate stock levels and minimizing discrepancies.
- Collaborated with team members to streamline order fulfillment processes, enhancing overall productivity.
- Trained new staff on safety protocols and operational procedures to ensure compliance and efficiency.
- Implemented process improvements that reduced handling time and increased accuracy in order processing.
- Monitored quality control standards, identifying areas for improvement and facilitating corrective actions.
- Loaded and unloaded delivery trucks promptly for further distribution.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Packaged and shipped orders accurately to promote safe and quick delivery to customers.
Telesales Specialist
Spectrum
East Syracuse, NY
05.2020 - 09.2020
- Developed and implemented effective sales strategies to enhance customer engagement.
- Conducted thorough needs assessments to tailor product solutions for clients.
- Trained and mentored new team members on sales techniques and product knowledge.
- Utilized CRM systems to track customer interactions and manage sales pipelines efficiently.
- Collaborated with marketing teams to align promotional campaigns with sales objectives.
- Provided exceptional customer service, resolving issues promptly to maintain client satisfaction.
- Led initiatives to streamline communication processes between sales and support teams.
Warehouse Worker
FEDEX Ground
East Syracuse, NY
02.2020 - 05.2020
- Operated material handling equipment to efficiently transport packages within warehouse.
- Maintained accurate inventory counts through systematic organization and regular audits.
- Collaborated with team members to optimize workflow and meet daily shipping targets.
- Trained new employees on safety protocols and operational procedures for warehouse tasks.
- Implemented process improvements that reduced package handling time by streamlining operations.
- Oversaw quality control measures to ensure compliance with safety standards and accuracy in shipments.
- Managed sorting processes, ensuring timely processing of incoming and outgoing freight loads.
- Assisted in maintaining cleanliness and organization of workspace, promoting a safe working environment.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 3800 pounds.
Logistics/Material Handler Manager
Advanced Motors & Drives
East Syracuse, NY
01.2019 - 01.2020
- Operated forklifts and pallet jacks to transport materials efficiently within warehouse.
- Managed inventory levels through accurate tracking and documentation of incoming and outgoing shipments.
- Collaborated with team members to streamline material handling processes, reducing delays in production flow.
- Implemented safety protocols to ensure compliance with regulations and promote a hazard-free work environment.
- Conducted regular inspections of equipment to maintain operational readiness and minimize downtime.
- Coordinated with suppliers for timely delivery of materials, enhancing supply chain efficiency.
- Enhanced overall productivity with the introduction of an effective team collaboration strategy.
- Assisted in training new hires on proper material handling techniques and safety measures.
- Strengthened team cohesion by fostering open communication channels among colleagues for better problem-solving capabilities.
- Developed strategies for optimizing storage space, improving accessibility of frequently used items.
Injection Molding Technician/Bulk Material Handler
Berry Plastics
Solvay, NY
10.2011 - 09.2018
- Operated and maintained injection molding machines to ensure optimal performance.
- Monitored production processes for quality and efficiency, identifying areas for improvement.
- Trained new technicians on safe operation of machinery and adherence to safety protocols.
- Implemented process modifications that enhanced production speed and reduced waste.
- Conducted regular inspections of molds and equipment to prevent operational downtime.
- Collaborated with engineering teams to troubleshoot technical issues and optimize workflows.
- Led cross-functional teams in root cause analysis to resolve production challenges effectively.
- Troubleshot issues with molds, pipes, belts, chains and Crane equipment.
- Maintained safety while using ultrasonic welding tools, heavyweight scales and forklifts
- Improved overall production efficiency by streamlining injection molding processes and implementing best practices.
- Reduced machine downtime by performing regular maintenance checks and troubleshooting issues promptly.
- Maintained accurate documentation of machine settings, process parameters, and equipment maintenance records for quality control purposes.
- Consistently met or exceeded production targets by efficiently managing resources, prioritizing tasks, and monitoring equipment performance.
- Ensured workplace safety by strictly adhering to company protocols and industry regulations during all operations.
Education
High School Diploma -
George W. Fowler High School
Syracuse, NY06.1998
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Account management
- Dispute resolution
- Issue resolution
- Escalation handling
- Product recommendations
- Complaint handling
- Client education
- Product sales
- Banking
- Account reconciliation
- Document processing
- Payment processing
- Workflow optimization
- Member correspondence
Timeline
Member Service Representative
Young Men's Christian Association, YMCA
01.2025 - Current
Warehouse Assistant
Amazon
10.2020 - 01.2025
Telesales Specialist
Spectrum
05.2020 - 09.2020
Warehouse Worker
FEDEX Ground
02.2020 - 05.2020
Logistics/Material Handler Manager
Advanced Motors & Drives
01.2019 - 01.2020
Injection Molding Technician/Bulk Material Handler
Berry Plastics
10.2011 - 09.2018
High School Diploma -
George W. Fowler High School