Michael Zach
Las Vegas,NV
Summary
Customer service professional with deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.
Experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
19
19
years of professional experience
Work History
Operations Coordinator Customer Service
Allworx
03.2020 - Current
- Enhanced customer satisfaction through effective communication and support strategies. Entered customer orders and quotes with accuracy.
- Streamlined feedback collection processes to identify areas for improvement.
- Developed and implemented initiatives to improve service delivery efficiency, along with shipping, generating BOL's.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner. Processing RMA requests and creating RMA orders.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented customer interactions in internal database, NetSuite, SalesForce and MS Office to maintain customer service history details
Team Leader, Logistics
FedEx:Ground
11.2006 - 02.2020
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed system support functions to set priorities and service levels expectations.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Liaised between warehouse personnel and customer to facilitate account and operational needs.
- Implemented new working processes to deliver multiple improvements.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
Skills
- Customer service
- Data entry
- Complaint handling
- Problem resolution
- Relationship building
- Payment processing
- Customer relations
- Order processing
- Documentation and reporting
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Phone etiquette
- Task prioritization
- Quality assurance
Contact
Las Vegas, NV 89143
Timeline
Operations Coordinator Customer Service
Allworx
03.2020 - Current
Team Leader, Logistics
FedEx:Ground
11.2006 - 02.2020