Michael Ward
Jacksonville,North Carolina
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
35
35
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
Jacksonville, NC
08.2019 - Current
- I assisted members with their BCBSNC policies with concerns over coverage, billing, claims and pharmacy.
- I assisted with enrollment and cancelations.
- I showed empathy and deescalated as needed.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CUSTOMER SERVICE REPRESENTATIVE
Alorica
Jacksonville, NC
11.2011 - 07.2019
- Assisted credit card holders with their rewards and redemption there of.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CUSTOMER SERVICE REPRESENTATIVE
Convergys
Jacksonville, NC
10.2010 - 04.2011
- Assisted Inbound callers with all their USPS concerns regarding tracking shipments, cost clearly and concisely.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CUSTOMER SERVICE REPRESENTATIVE
AOL
Oklahoma City, OK
03.2002 - 04.2003
- Handled member concerns regarding Online issues promoting product to retain members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
INTERNATIONAL CUSTOMER SERVICE REPRESENTATIVE
Hertz
Oklahoma City, OK
05.1993 - 05.2000
- Handled inbound calls regarding international car rentals.
- Assisted with billing, rental concerns and restrictions for given country of travel.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
ASSISTANT MANAGER
Mazzio's Pizza
Oklahoma City, OK
04.1990 - 04.1993
- Developed strong working relationships with staff, fostering a positive work environment.
- Opened and closed business making sure to address sanitation of kitchen, office, bathrooms and dining area personally as often due to profit margin sent home crew early.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
Broadcasting -
American Broadcasting Institution
01.2001
High School Diploma - Computer Science
Heritage Hall
Oklahoma City, OK05-1983
Some College (No Degree) - Some Coursework
University of Oklahoma
Norman, OKSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center operations
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
08.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
Alorica
11.2011 - 07.2019
CUSTOMER SERVICE REPRESENTATIVE
Convergys
10.2010 - 04.2011
CUSTOMER SERVICE REPRESENTATIVE
AOL
03.2002 - 04.2003
INTERNATIONAL CUSTOMER SERVICE REPRESENTATIVE
Hertz
05.1993 - 05.2000
ASSISTANT MANAGER
Mazzio's Pizza
04.1990 - 04.1993
Broadcasting -
American Broadcasting Institution
High School Diploma - Computer Science
Heritage Hall
Some College (No Degree) - Some Coursework
University of Oklahoma