Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Michael Waskom

Summary

Organized and proactive Customer Service Specialist thrives on meeting challenging goals and exceeding customer expectations. Knowledge of service delivery and proven multitasking abilities motivated, team player with excellent problem-solving and analytical skills.

Overview

16
16
year of professional experience
1
1
Certification

Work History

Call Center Associate

Solera/Lynx
03.2022 - Current
  • Answer incoming calls/some outbound
  • One call resolution
  • Maintain 95% Call Quality Score
  • 98/99
  • Percent adherence
  • Excel
  • Microsoft
  • Professional call flow
  • Maintain State Farm professionalstandards

Warehouse Associate

Amazon Sortation Center
  • Receive and sort inventory
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Collaborated with various departments to manage timely delivery of orders and avoid delays.
  • Container unloading
  • Prepared orders for shipment by picking, packing, and labeling merchandise.
  • Worked safely around moving machinery.
  • Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
  • Checked packages and merchandise for damage and notified vendors.

Store Manager

GNC Live Well
  • Hire/Train associates for Cashier, and Sales floor
  • Process payroll and weekly company reports
  • Assist in local store remodels and new store openings
  • Inventory control.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Independent Contract Driver

Uber And Lyft
  • Coordinated efficient routes for optimal delivery scheduling and maximum daily performance.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.

Licensed Insurance Sales Agent

Optum
  • Sell a variety of insurance plans to individuals & families, achieving a conversion rate average of above 35% each month
  • Upsold additional products and services after identifying customer needs and requirements.
  • Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Generated quotes and proposals for clients to match individual needs.
  • Followed up promptly with interested clients to close sales.
  • Developed strong referral network in community to raise awareness and increase sales opportunities.
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Developed sales strategies to increase sales of insurance policies.
  • Explained features of policies and advantages & disadvantages based on individual/family needs
  • Worked Sales and Retention departments
  • Achieved above 85% retention rating
  • Successfully executed quality customer service through fast responsiveness, reliability, assurance, and professionalism.

Front Desk Office Manager

Marriott


  • Garnered 4.8 stars out of 5 in customer satisfaction scores on Expedia, Priceline, Travelocity.
  • Maintained a guest satisfaction rating of greater than 93%; Associate of the Month (3 separate occasions) & Quarter; 100% on Quality Audit on 3 separate occasions
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established team priorities, maintained schedules and monitored performance.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Front Office Supervisor

Marriott
  • Processed guest payments for room charges, food and beverage charges and phone charges
  • Greeted and registered guests and issued room keys
  • Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability
  • Recommended top dining and entertainment options for guests in the Dallas/Addison area
  • Balanced all rebates and other miscellaneous charges
  • Execute shift reports; ensure cash accuracy
  • Maximized occupancy rates by implementing front office sales incentives
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Train front office agents in front office procedures to meet and exceed Marriott standards.

Front Office Lead

Marriott
  • Ensure guest issues regarding comfort, safety, and personal needs are resolved to guest and company satisfaction
  • Welcomed patrons and immediately offered assistance by asking open-ended questions.
  • Monitored office supplies by checking inventory and placing orders.
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Train front office agents in front office procedures to meet and exceed Marriott standards
  • Supervise front office agents phone operations (At Your Service)
  • Up sell rooms and Marriott rewards program
  • Execute shift reports; ensure cash accuracy
  • Supervisory assistance for night audit shifts
  • Rewards/Recognition in Customer Service., Ensure guest issues regarding comfort, safety, and personal needs are resolved to guest and company satisfaction
  • Train front office agents in front office procedures to meet and exceed Marriott standards
  • Supervise front office agents phone operations (At Your Service)
  • Up sell rooms and Marriott rewards program
  • Execute shift reports; ensure cash accuracy
  • Supervisory assistance for night audit shifts
  • Rewards/Recognition in Customer Service.

Asst. Store Manager

Lowes Grocery Store
  • Ensure guest issues resolved to guest and company satisfaction
  • Rotated merchandise and displays to feature new products and promotions.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Created and maintained safe and secure work environments for employees.
  • Train associates for Cashier, Front
  • Office, and Sales floor
  • Ensure all departments are meeting/exceeding company standards and procedures
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Process payroll and weekly company reports
  • Assist in local store remodels and new store openings
  • Assist in inventory control.

Front Office Agent

Springhill Suites Marriott
  • Ensure guest issues regarding comfort, safety, and personal needs are resolved to guest and companysatisfaction
  • Train front office agents in front office procedures to meet and exceed Marriott standards
  • Up sell rooms and Marriott rewards program
  • Execute shift reports; ensure cash accuracy
  • Supervisory assistance for night audit shifts
  • Supervise housekeeping
  • Shuttle/transportation driver
  • Group sales.

Store Manager

Blockbuster Video Store
  • Ensure guest issues resolved to guest and company satisfaction
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Ensure store is meeting/exceeding company standards and procedures
  • Ensure up sell of all company promotions
  • Assist in local store remodels and new store openings

Education

Associate of Applied Science -

Tyler Junior College
Tyler, TX

Skills

  • Multi-line Switchboards
  • Sales
  • Budgeting & Cost Control
  • Administrative Support
  • Financial Management
  • Special Projects
  • Team Leader; Management; Trainer; Merchandiser
  • Microsoft Office
  • Receiving Shipments
  • Customer Service Management
  • Inventory Control Processes
  • Handling Complaints

Accomplishments

  • Exceeded monthly store sales goals 10 months in a row.
  • Managed a store that exceeded company expectations in sales, retention, & revenue management.
  • Achieved the #1 store ranking within the district on all sales goals.

Certification

  • Licensed Life and Health Insurance agent 2016- 2018

Timeline

Call Center Associate

Solera/Lynx
03.2022 - Current

Warehouse Associate

Amazon Sortation Center

Store Manager

GNC Live Well

Independent Contract Driver

Uber And Lyft

Licensed Insurance Sales Agent

Optum

Front Desk Office Manager

Marriott

Front Office Supervisor

Marriott

Front Office Lead

Marriott

Asst. Store Manager

Lowes Grocery Store

Front Office Agent

Springhill Suites Marriott

Store Manager

Blockbuster Video Store

Associate of Applied Science -

Tyler Junior College

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Michael Waskom