Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Michael Steele

Lake Worth,FL

Summary

Experienced professional with a strong background in customer service and technology-related roles. Effective customer service management providing quality customer interactions (intenal and external) and manging office operations. Profficient in the use of point of sale software, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

33
33
years of professional experience

Work History

Customer Service Supervisor

Palm Beach County Parks and Recreation
Lake Worth, FLorida
03.2016 - Current
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Implemented policies and procedures for handling incoming calls, emails, complaints, returns, and refunds.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Assisted customers with rental or service inquiries, and resolved complaints promptly and professionally.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Ensured all customer inquiries were handled in accordance with company standards and policies.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Implemented structured policies for the collection of fees from park users.
  • Program fees, requirements, and agreements into the department's point of sale software (Rectrac).
  • Assist other department divisions and sections with setup and resolving POS problems.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Maintained knowledge of company products and services to promptly answer inquiries and resolve complaints or concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Trained staff on new systems or updates to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Researched and prepared reports required by management or governmental agencies.
  • Analyzed financial activities share budgetary input with managers.

Recreation Specilaist II

Palm Beach County Parks and Recreation
Lake Worth, Florida
12.2004 - 03.2016
  • Developed, implemented and evaluated recreation programs for youth and adults.
  • Assisted in the development of budgets for recreation programs.
  • Organized, coordinated and supervised special events and activities.
  • Ensured compliance with safety policies and procedures.
  • Conducted assessments to determine community recreational needs.
  • Prepared reports on program performance, attendance, participation levels and other relevant data
  • Created promotional materials such as newsletters, brochures and flyers.
  • Facilitated communication between staff members, participants and volunteers.
  • Collaborated with other divisions and sections to ensure successful programming outcomes.
  • Managed registration processes for programs including online registration systems.
  • Assisted with the maintenance of facilities used by recreation programs.
  • Scheduled staff shifts for each activity or facility monitoring, ensuring adequate coverage.
  • Conferred with management to discuss and resolve sport provider and participant complaints.
  • Supervised and coordinated work activities of personnel.
  • Completed and maintained time and attendance forms and inventory lists.
  • Explained principles, techniques and safety procedures and demonstrated use of materials and equipment.
  • Administered first aid and notified emergency medical personnel.
  • Evaluated recreation areas, facilities and services for results.

Recreation Program Supervior

Devos Blum YMCA
Boynton Beach, Florida
02.2002 - 12.2004
  • Developed, implemented and supervised recreational activities for participants of all ages.
  • Organized special events such as trips, picnics and parties to provide entertainment for participants.
  • Planned and coordinated programs to meet the needs of a variety of age groups in the community.
  • Monitored safety regulations during program activities to ensure participant safety.
  • Assisted with budgeting, purchasing, marketing, and staffing decisions related to recreational needs of the facility membership.
  • Set up fees, registration requirements, waivers in the point of sale software for all gym rentals and activities.
  • Supervised staff members responsible for leading recreational activities.
  • Provided guidance and support to staff members regarding job duties and responsibilities.
  • Maintained records of program attendance, participation levels and other pertinent data.
  • Managed facility operations including maintenance of equipment, supplies and facilities.
  • Created promotional materials such as flyers, brochures and posters advertising upcoming programs.
  • Scheduled use of facilities for various programs according to availability.
  • Established partnerships with local businesses or organizations that could benefit from recreation programming.
  • Assessed program effectiveness through surveys or interviews with participants.
  • Provided customer service assistance through phone calls or emails responding promptly to inquiries.
  • Built and strengthened relationships with children, families, and team members.
  • Established long-lasting relationships with both staff members and students to support program success.
  • Mentored staff and students in safety procedures and protocols to prevent accidents and injuries.
  • Communicated clearly with coworkers using radio, phone and text to stay on top of operations needs.
  • Planned, organized or led exercise routines, athletic events or arts and crafts.
  • Assigned tasks and work hours to staff.
  • Administered first aid in emergency situations.
  • Calculated and recorded department expenses and revenue.
  • Interviewed and hired associates to fill staff vacancies.
  • Talked to coworkers using computers, radios and other electronic devices.
  • Cleaned equipment and areas of amusement parks, cruise ships or other recreational facilities.
  • Inspected rides, games and vehicles to detect wear and damage.

Special Projects Coordinator (TOP)

Motorola Mobility
Boynton Beach, Florida
11.1991 - 02.2001
  • Responsible for the collection, evaluation, and assessment of performance data for current surface mount technologies (SMT) equipment used in the factory for prototype and production assembly lines.
  • Responsible for the training of technicians for the maintenance and operation of SMT equipment.
  • Assist engineering team with the evaluation of new SMT equipment prior to purchase.
  • Assist engineering team with the set up and configuration of SMT equipment and production lines. Establishing component data libraries, component feeder and tray placement, etc.
  • Monitored progress of special projects and reported progress to senior management team.
  • Provided support in the planning and implementation of special projects initiatives.
  • Drafted communications related to special projects including emails, memos, reports and presentations.
  • Prepared detailed status reports on ongoing special projects.
  • Coordinated activities between different departments involved in executing special projects.
  • Analyzed data related to performance metrics associated with each project.
  • Managed multiple tasks simultaneously while meeting tight deadlines for various assigned tasks.
  • Conferred with project personnel to identify and resolve problems.
  • Produced thorough, accurate and timely reports of project activities.

Education

Bachelor of Science - Exercise Science And Physiology

Florida Atlantic University
Boca Raton, FL
06-2003

Associate of Arts - Computer Engineering

Palm Beach State College
Lake Worth, FL
06-1991

Some College (No Degree) - Mechanical Engineering

University of Florida
Gainesville, FL

Skills

  • Service Delivery
  • Decision-Making
  • Handling Escalations
  • Performance Evaluation
  • Team Building and leadership
  • Delegating Work
  • Issue Resolution
  • Performance Evaluations
  • Report Generation
  • Research ability
  • Cross-Functional Collaboration
  • Customer Relations
  • Inter-department collaboration
  • Staff assignments and supervision
  • Customer Relationship Management (CRM)
  • Proficient in software (RecTrac, MS Word, MS Excel, MS Access, MS Outlook, Adobe Pro, Foxit Pro)

Affiliations

  • Avid outdoors enthusiast. Hiking, Camping, snow shoeing, snow boarding, fishing, paddle boarding and so on.
  • Read up on current technology trends and cycles
  • Participate in various races like the Spartan, Ragnar, Lake to shore.
  • Exercise regularlly witth weight training and cardio.

Timeline

Customer Service Supervisor

Palm Beach County Parks and Recreation
03.2016 - Current

Recreation Specilaist II

Palm Beach County Parks and Recreation
12.2004 - 03.2016

Recreation Program Supervior

Devos Blum YMCA
02.2002 - 12.2004

Special Projects Coordinator (TOP)

Motorola Mobility
11.1991 - 02.2001

Bachelor of Science - Exercise Science And Physiology

Florida Atlantic University

Associate of Arts - Computer Engineering

Palm Beach State College

Some College (No Degree) - Mechanical Engineering

University of Florida

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Michael Steele