Michael A. Parker
Pelham,Al
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Contact Representative
Social Security Administration
07.2023 - Current
- Provided detailed information to customers regarding products and services offered by the agency.
- Answered customer inquiries in a timely manner, both over the phone and via email.
- Responded to customer complaints and escalated issues when necessary.
- Verified customer information and updated records accordingly.
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Handled incoming calls from customers seeking technical support on various products or services offered by the agency.
Franchise Owner
Jani-King
08.2019 - Current
- Reviewed customer feedback surveys to determine areas where improvements could be made.
- Implemented effective strategies for resolving disputes between franchise owners or customers quickly.
- Researched potential markets for expansion into other locations.
- Built partnerships with organizations in the community to promote the brand's visibility.
- Handled day-to-day business issues expertly to maintain efficient, successful operations.
- Interviewed, trained and supervised employees.
- Kept records for production, inventory, income and expenses.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
Relationship Banker
Trustmark Bank
08.2022 - 07.2023
- Greet and interact with customers in a friendly and courteous manner
- Assist customers with banking needs
- Accept and process payments for various accounts ex: personal loans, mortgages, and credit lines
- Recommend products that fit customers current financial needs
- Handle and process various cash transactions.
- Assisted customers in opening new checking and savings accounts, as well as other banking services such as wire transfers, direct deposits.
- Researched customer inquiries regarding account balances, transactions, fees, interest rates.
- Processed customer requests for withdrawals or transfers from existing accounts.
- Maintained records of all customer interactions in a secure database system.
- Collaborated with team members to develop innovative solutions for meeting customer needs while maintaining profitability goals set by the bank's senior management.
Technical Recruiter
Seneca Resources
11.2021 - 06.2022
- Partnered with internal stakeholders including HR Managers, Hiring Managers and Executives on recruitment initiatives.
- Sourced potential candidates for various IT roles.
- Created job postings that accurately described the roles and responsibilities of each position being filled.
- Coordinated interviews between the hiring manager and prospective candidates.
- Meet daily KPI’s to help improve company metrics.
- Log candidate information in our ATS.
- Reviewed job applications received from external sources such as Indeed.com or LinkedIn Recruiter.
- Collaborated with HR team members to improve existing recruitment procedures and processes.
- Analyzed market trends and identified areas where improvements could be made in the hiring process.
- Followed up with both applicants and hiring managers throughout the recruitment process until a successful hire is achieved.
- Screened resumes for essential job qualifications and interviewed candidates via telephone or video calls.
Customer Success Specialist
Wells Fargo
06.2021 - 11.2021
- Identified areas for improvement in existing products and services based on customer feedback.
- Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
- Ensured customers were informed of any changes or updates related to their accounts or products.
- Educated customers on best practices for using company's products and services.
- Developed innovative ways to increase customer satisfaction levels by implementing new processes.
Barista
Starbucks
03.2019 - 05.2021
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
- Operated cash registers to process customer payments.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Stocked shelves with ingredients needed to make coffee drinks.
- Provided excellent customer service by responding to inquiries quickly and professionally.
Education
Bachelor's Degree - Marketing, Marketing Management
University of Alabama at Birmingham
05.2021
Skills
- Customer Service
- Communication
- Attention to Detail
- Adaptability
- Call Control
- Payment Processing
- Data Entry
- Call Center Operations
- Database Research
- Teamwork
- Microsoft Office
- Troubleshooting
- Client Relations
- Technical Support
- Customer Relationship Management
- Critical Thinking
- CRM Software
- Typing Proficiency
Timeline
Contact Representative
Social Security Administration
07.2023 - Current
Relationship Banker
Trustmark Bank
08.2022 - 07.2023
Technical Recruiter
Seneca Resources
11.2021 - 06.2022
Customer Success Specialist
Wells Fargo
06.2021 - 11.2021
Franchise Owner
Jani-King
08.2019 - Current
Barista
Starbucks
03.2019 - 05.2021
Bachelor's Degree - Marketing, Marketing Management
University of Alabama at Birmingham