Michael Ward
Alexandria,US
Summary
Dynamic customer support professional with a proven track record at Concentrix, excelling in technical troubleshooting and enhancing user satisfaction. Adept at data management and team collaboration, I streamline processes to improve efficiency and resolve complex inquiries, demonstrating strong problem-solving skills and a commitment to exceptional service.
Overview
8
8
years of professional experience
Work History
Customer Support
Concentrix
04.2023 - 06.2024
- Assisted customers with TurboTax-related issues, ensuring satisfaction and retention.
- Resolved complex technical inquiries, enhancing user experience and software functionality.
- Collaborated with team members to troubleshoot effectively, improving resolution efficiency.
- Streamlined TurboTax support processes by implementing systematic troubleshooting methods.
- Provided customer service for United Health, handling cases related to explanations of benefits, claims, billing, and dispatch.
- Transitioned to Optum RX sales, gaining knowledge of medical terminology and sales techniques.
Call Center Agent
Dynata
03.2021 - 04.2023
- Handled high-volume inbound and outbound calls, gathering survey data from customers.
- Maintained accurate records and ensured high data integrity.
- Delivered exceptional customer service, maintaining high response rates and customer engagement.
Pit Clerk
MGM National Harbor
02.2020 - 07.2020
- Recording Player Activity – Tracking bets, wins, losses, and player ratings.
- Assisting Pit Bosses – Supporting supervisors with game operations and reports.
- Handling Chips & Transactions – Ensuring accurate documentation of chip movements.
- Verifying Player Comps – Logging rewards and benefits based on player activity.
- Ensuring Compliance – Following gaming regulations and casino policies.
Usher
Xscape Theaters
Brandywine, Maryland
01.2019 - 02.2020
- Guided patrons to their seats efficiently and courteously.
- Assisted in maintaining cleanliness throughout the theater environment.
- Checked tickets and provided information to enhance guest experience.
- Monitored audience behavior to ensure a safe viewing atmosphere.
- Collaborated with staff to facilitate smooth operations during busy showtimes.
- Enforced theater policies regarding food, beverages, and conduct compliance.
Custodian
The courses at Andrews
Clinton, Maryland
01.2016 - 01.2018
- Maintained cleanliness of indoor and outdoor areas across the facility.
- Operated cleaning equipment to ensure thorough sanitation of high-traffic spaces.
- Conducted regular inspections to identify maintenance needs and report issues.
- Restocked supplies in restrooms and common areas to provide a tidy environment.
- Assisted in setting up for events, ensuring spaces are clean and presentable.
Education
General Studies -
Prince George's Community College
LARGO, MD01.2017
High School Diploma -
Anacostia Senior High School
01.2014
Skills
- Active Listening
- Technical troubleshooting
- Customer support
- Data management
- Attention to detail
- Team collaboration
- Time management
- Problem-Solving
- Empathy & Patience
- Adaptability
- Time Management
- Technical Proficiency
Timeline
Customer Support
Concentrix
04.2023 - 06.2024
Call Center Agent
Dynata
03.2021 - 04.2023
Pit Clerk
MGM National Harbor
02.2020 - 07.2020
Usher
Xscape Theaters
01.2019 - 02.2020
Custodian
The courses at Andrews
01.2016 - 01.2018
General Studies -
Prince George's Community College
High School Diploma -
Anacostia Senior High School