Michael Skibinski
Crawfordville
Summary
Dynamic Customer Service Technician with a proven track record at Lumen Technologies, excelling in troubleshooting and enhancing customer satisfaction. Skilled in hardware troubleshooting and fostering teamwork, I consistently improved service processes, achieving a notable reduction in resolution times. My strong communication and problem-solving abilities drive exceptional client relationships and operational efficiency.
Knowledgeable Technician with solid background in troubleshooting technical issues and providing effective customer solutions. Successfully resolved complex customer inquiries, ensuring high satisfaction and loyalty. Demonstrated strong communication and problem-solving skills in dynamic environments.
Professional customer service expert with strong skills in technical troubleshooting, communication, and problem-solving. Proven ability to support team collaboration and adapt to changing environments, ensuring reliability and results. Skilled in resolving issues efficiently while maintaining high standards in customer satisfaction. Known for excellent interpersonal skills and proactive approach to meeting customer needs.
With the skills I have acquired through my career, I have become one of the lead technicians well versed in any and every technology and equipment in my field
Overview
17
17
years of professional experience
Work History
Customer Service Technician
Lumen Technologies
Crawfordville, FL
07.2017 - Current
- Diagnosed and resolved customer issues with telecommunications services, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to streamline service processes and enhance operational efficiency.
- Trained new technicians on company systems and customer service protocols, fostering team knowledge sharing.
- Monitored service performance metrics to identify trends and implement corrective actions proactively.
- Led initiatives to improve troubleshooting procedures, reducing resolution times for complex technical issues.
- Developed training materials for staff, enhancing understanding of advanced customer support tools and techniques.
- Maintained up-to-date knowledge of industry trends and technologies to inform customer interactions effectively.
- Facilitated regular team meetings to discuss challenges, share best practices, and align on service goals.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Technician
ITC Service Group Inc.
Cape Coral, FL
05.2012 - 07.2017
- Enhanced customer experience with personalized assistance and product recommendations.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
Food Service Worker
Papa John's Pizza
Lehigh Acres, FL
04.2009 - 06.2012
- Prepared and assembled food items in accordance with safety and quality standards.
- Operated kitchen equipment, ensuring cleanliness and proper functioning to maintain efficiency.
- Assisted in training new staff on food preparation techniques and safety protocols.
- Maintained inventory levels, restocking supplies as needed to support daily operations.
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
Floor Associate
Target
Fort Myers, FL
11.2011 - 05.2012
- Maintained organized sales floor to enhance customer experience and product visibility.
- Assisted customers with inquiries, ensuring timely resolution and satisfaction.
- Collaborated with team members to restock shelves and maintain inventory accuracy.
- Implemented efficient product placement strategies for improved accessibility and sales.
- Assisted coworkers when needed to ensure all tasks were completed efficiently, fostering teamwork within the store environment.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Diagnosed and repaired various bicycle systems including brakes, gears, and tires.
- Conducted regular maintenance on bicycles to ensure optimal performance and safety standards.
- Assisted customers in selecting electronics, providing product knowledge and recommendations.
- Demonstrated new technology features to enhance customer understanding and engagement.
- Maintained organized displays, ensuring products were visually appealing and accessible.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times.
Stocker
Publix
Fort Myers, FL
07.2011 - 11.2011
- Stocked shelves efficiently to ensure product availability and enhance customer shopping experience.
- Organized inventory using FIFO method to minimize spoilage and maintain product quality.
- Assisted in receiving shipments, verifying accuracy of orders, and managing stock levels.
- Maintained cleanliness and safety standards throughout store environment to promote customer satisfaction.
- Collaborated with team members to streamline restocking processes and reduce downtime.
- Monitored shelf life of products, ensuring timely removal of expired items from displays.
- Implemented best practices for inventory management, contributing to overall operational effectiveness.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Performed inventory control, such as counting, and stocking merchandise.
- Maintained effective team member communication.
- Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
Education
Emergency Management
University of Arizona Global Campus
Phoenix, AZ06-2028
State Certification - Law Enforcement
Southwest Florida Public Service Academy
Fort Myers, FL07-2011
High School Diploma -
Gateway Charter High School
Fort Myers, FL05-2010
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Customer empathy
- Service quality standards
- Service calls
- Troubleshooting and diagnosis
- Software troubleshooting
- Emergency service management
- Teamwork and collaboration
- Problem-solving
- Problem-solving skills
- Customer service
- Network systems
- [Software] proficiency
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Teamwork skills
- Relationship building
- Stress tolerance
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Customer relationship management (CRM)
- Emotional intelligence
- Professional demeanor
- Cultural sensitivity
Timeline
Customer Service Technician
Lumen Technologies
07.2017 - Current
Customer Service Technician
ITC Service Group Inc.
05.2012 - 07.2017
Floor Associate
Target
11.2011 - 05.2012
Stocker
Publix
07.2011 - 11.2011
Food Service Worker
Papa John's Pizza
04.2009 - 06.2012
Emergency Management
University of Arizona Global Campus
State Certification - Law Enforcement
Southwest Florida Public Service Academy
High School Diploma -
Gateway Charter High School