Michael Wilson
Mulvane,KS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Retention Manager
ADT Security
01.2023 - Current
- Help customers understand value of their product by giving them financial and educational options to better use their equipment and keep them as customers.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Clarify customer issues and determine root cause of problems to resolve product or service complaints.
- Offer advice and assistance to customers, paying attention to special needs or wants.
Advanced Care Specialist
ADT Security
02.2019 - 01.2023
- Assisted customers with professionally installed alarm systems. Had extensive knowledge of multiple security systems and cameras.
- Helped customer over phone with troubleshooting and guidance with setting up new and existing equipment.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
Customer Service Agent
ADT Security
09.2017 - 02.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Technology Specialist
Office Depot
08.2002 - 02.2017
- Sold and configured desktop and laptop computer so customers could get best use of their investment.
- Offered and sold services to help maintain clients equipment into the future.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Logged updates on support tickets to communicate status to users and managers.
Education
High School Diploma -
Atlantic Community High School
Delray Beach, FL05.1986
Skills
- Conflict Resolution
- CRM Software Proficiency
- Salesforce Experience
- Customer Retention Strategies
- Continuous Improvement
- Time Management
Timeline
Retention Manager
ADT Security
01.2023 - Current
Advanced Care Specialist
ADT Security
02.2019 - 01.2023
Customer Service Agent
ADT Security
09.2017 - 02.2019
Technology Specialist
Office Depot
08.2002 - 02.2017
High School Diploma -
Atlantic Community High School