MICHAEL VICARI
Tucson,AZ
Summary
Dedicated and experienced customer serviceprofessional with a proven track record of exceedingcustomer expectations. Skilled in resolving complexissues and building positive relationships. Strongcommunication and problem-solving abilities.
Overview
16
16
years of professional experience
Work History
EMBROIDERY ASSOCIATE
Caps and More
01.2010 - 03.2024
- Provided exceptional customer service, ensuring satisfaction and repeat business
- Utilized commercial embroidery machines to create intricate designs on various apparel items
- Completed customer orders promptly and accurately, exceeding daily production goals.
- Took orders, wrote invoices, accepted payments, and filed paperwork for future reference.
- Used computer programs such as MS Office to aid customers with design and placement of embroidery.
- Operated POS system to itemize and complete customer purchases.
- Prepared finished goods for inspection and delivery by trimming, steaming, folding and packing.
SALES AND SERVICE REPRESENTATIVE
TCIM
01.2009 - 12.2009
- Inbound customer service and sales calls for Qwest, Verizon Wireless, Direct TV, and VOIP Broadband Phone service.
- Set up, maintained, and sold various Bundle packages of Qwest Home Phone and High Speed Internet service, Verizon Wireless cellular devices and service, Direct TV, and VOIP Broadband Phone packages suiting each customer needs.
- Performed wide range of services including document preparation, account servicing/maintenance, account reconciliation, address change, payments, account closings, transfers, processing, orders and problem resolution.
- Resolved customer issues and de-escalated customer related issues involving their satellite tv, internet, and home, mobile, and VOIP phone services.
- Conducted needs-based selling by using non-scripted probing techniques to determine customer needs and to offer most appropriate product or service to address their needs.
CUSTOMER SERVICE REPRESENTATIVE
Convergys
12.2007 - 12.2008
- Answered constant flow of customer service and support calls for American Express with minimal wait times.
- Maintained 97% Customer Satisfaction rating for over six months based on card member surveys of overall performance.
- Assisted card members with activating, canceling, reinstating, processing adjustments and making corrections to accounts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer needs.
- Educated customers about billing, finance charges, APR percentages, payment processing, Member Benefit, and card holder policies and procedures.
Education
High School Diploma -
Sunnyside High School
Tucson, AZ05.2006
Skills
- Strong Communication and Interpersonal Skills
- Adaptable and Flexible
- Positive Customer Engagement
- Inventory and Stocking
- Building Customer Loyalty
- Computer Proficiency and Microsoft Office
- Cash Drawer Management
- Product and Service Sales
- Upselling strategies
- Friendly and Helpful
Timeline
EMBROIDERY ASSOCIATE
Caps and More
01.2010 - 03.2024
SALES AND SERVICE REPRESENTATIVE
TCIM
01.2009 - 12.2009
CUSTOMER SERVICE REPRESENTATIVE
Convergys
12.2007 - 12.2008
High School Diploma -
Sunnyside High School