Michael Solomon
Customer and Administrative Assistance / Office skills and management
Helena,MT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service and treatment industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Independent Contractor/Call Center Specialist
ShyftOff Inc
Tampa, FL
01.2022 - Current
- Handled customer inquiries, answered questions, and resolved problems in a timely manner for multiple companies and campaigns with a broad range from Taxes to Healthcare and Technical Support
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Residential Treatment Assistant/Case Management Specialist
Rocky Mountain Treatment Center
Great Falls, MT
04.2021 - 02.2022
- Helped clients with their daily schedule, and assisted counseling staff with the direction of the treatment plan for each client and the general operations of the center.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Supported clients by representing needs and advocating for patient rights in healthcare, legal and community-based settings.
- Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
- Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
Customer Service Quality Analyst
FCR
Great Falls, MT
02.2020 - 04.2021
- Worked as a customer service representative on the Peddle account in the auctions department for FCR and was promoted to a Quality Assurance specialist.
- Worked well in a team setting, providing support and guidance.
- Recommended modified scripts and operational improvements based on tracking and analysis of customer survey data.
- Resolved problems, improved operations and provided exceptional service.
Rehabilitation Assistant
Rocky Mountain Treatment Center
Great Falls, MT
05.2018 - 02.2020
- Helped clients with their daily schedule, and assisted counseling staff with the direction of treatment plan for everyone
- Coordinated with other healthcare professionals to provide patients with comprehensive care.
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Supported office operations by expertly handling administrative needs.
- Monitored patient progress and reported changes to healthcare professionals.
Wireless Consultant
GoWireless
Helena, MT
09.2015 - 12.2017
- Customer service, and advanced technical support of all devices supported by Verizon
- Researched customer database to determine current plan and offer service options.
- Managed inventory by monitoring product stock, receiving orders and restocking shelves.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Assisted and supported training of new sales associates.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
Pet Hotel Lead
PetSmart
Atlanta, GA
01.2006 - 11.2014
- I received many awards for excellence including the highest award for exemplary customer service
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the pets to maintain a healthy environment
- Promoted to Senior PetsHotel Lead in the PetsHotel division of PetSmart
- Monitored animals for behavioral problems and signs of health issues.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Prepared and administered medications and treatments as prescribed by veterinarian.
Education
Associates - Psychology
08.1993 - 05.1995
High School Diploma -
08.1988 - 06.1992
Skills
Call center operations
Professional telephone demeanor
Multi-line phone talent
Complaint resolution
Administrative support
Technical Support
Active Listening
Cultural Awareness
Dependable and Responsible
Multitasking Abilities
Teamwork and Collaboration
Training and Development
Flexible and Adaptable
Organization and Time Management
Interpersonal Communication
Additional Information
I am a forward thinker with an old school work ethic. I'm passionate about everything I do and will be a strong and reliable part of your team
Timeline
Independent Contractor/Call Center Specialist - ShyftOff Inc
01.2022 - Current
Residential Treatment Assistant/Case Management Specialist - Rocky Mountain Treatment Center
04.2021 - 02.2022
Customer Service Quality Analyst - FCR
02.2020 - 04.2021
Rehabilitation Assistant - Rocky Mountain Treatment Center
05.2018 - 02.2020
Wireless Consultant - GoWireless
09.2015 - 12.2017
Pet Hotel Lead - PetSmart
01.2006 - 11.2014
Broward Community College - Associates, Psychology
08.1993 - 05.1995
Miami Killian Senior High School - High School Diploma,
08.1988 - 06.1992