MICHAEL J. LANKFORD
243 East Forest Avenue, Teaneck,NJ
Summary
Results-oriented individual with a robust skill set ready to tackle complex tasks across multiple domains. Demonstrated capacity for growth through embracing new challenges and contributing effectively in collaborative settings. Aiming to enhance capabilities in leadership and innovation within a progressive organization.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Century Service Affiliates d/b/a My Case Builder
06.2024 - 06.2025
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted available products and services to customers during service, account management and order calls.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
ACCOUNT MANAGEMENT SPECIALIST (CSR)
Cubitac Cabinetry
03.2022 - 01.2024
- Assist assigned customers with order placement and general inquiries via email and phone.
- Revise or cancel quotes / orders per customer request.
- Confirm delivery and pickup dates on a daily basis.
- Add and update account information in our database (QB Portal).
- Collaborate with other company departments to ensure orders are accurate, delivered in a timely fashion, and to the customer's satisfaction.
OPERATIONS COORDINATOR
Genpro, Inc
03.2018 - 03.2022
- Track loads from point of pick-up to delivery
- Contact drivers, dispatchers, and customers for daily updates regarding locations, ETA's, and arrival / departure times
- Dispatch carriers for shipment pick-up's once required information has been confirmed
- Issue Com-checks to carriers for fuel advances and lumper fees
- Assist customer and carrier sales teams as needed.
CUSTOMER CARE ASSOCIATE
David Yurman
11.2017 - 01.2018
- Hired as a seasonal employee via Office Temp
- Responsible for assisting clients with order placement, general inquiries, revisions, returns/refunds and repair requests via phone, email as well as chat
- Instructed on proficient use of Salesforce and Hybrid.
CONCIERGE / SECURITY GUARD
Planned Companies
08.2013 - 10.2017
- Provide assistance to all tenants of luxury residential and office buildings.
- Act as a liaison between residents, leasing office personnel, and building management.
- Man front desk area; Receive, issue and return packages for residents.
- Patrol interior / exterior of site and all parking garages to ensure safety of tenants and staff.
- Report any unusual findings; Monitor fire alarms; Complete all required reports.
GUEST SERVICES MANAGER / FRONT DESK SERVICE REP
La Quinta Inn & Suites Secaucus Meadowlands
06.2009 - 09.2013
- Served as Guest Services Manager from Feb. 2011 to Sept. 2013.
- Expected to answer incoming calls, place reservations, and provide concierge services to guests of the hotel as well as assisting in all other facets of their stay during all shifts
- Responsible for training and supervising all front desk employees (including breakfast staff); Also in charge of scheduling, submitting payroll, and resolving guest-related issues.
NIGHT SUPERVISOR / NIGHT AUDITOR
Hilton Short Hills
12.2007 - 10.2009
- Assist guests in all areas of front office operations
- Compile all accounting paperwork and balance figures for corresponding business day including room, restaurant / /bar, and amenity charges
- Served as acting night manager when current manager was scheduled off or unable to attend
- Responsible for all night staff including bellman, front desk associates, security, and restaurant/bar.
SENIOR FRAUD ANALYST / CUSTOMER SERVICE REP
IDT Corporation
10.2002 - 09.2008
- Served as a Senior Fraud Analyst from 2004 to 2008
- Review customers' accounts on a daily basis to ensure that identity and credit card theft or other types of fraudulent practices are not present
- Place outbound calls to customers to verify credit card info and confirm purchases
- Initially hired as a CS rep for inbound call center handling a bevy of customer concerns including billing inquires, new service installs, and any existing customer issues.
CASH LETTERS ASSOCIATE/ TAPE LIBRARIAN/ FILE CLERK
Fleet Financial / Summit Bancorp
09.1996 - 10.2002
- Prep out-bound checks to be returned back to issuing banks. (Feb 2002 - Oct 2002)
- Load and file tape cartridges containing various types of information pertinent to daily banking operations. (Sept 1998 - Aug 2001)
- Quality control account numbers and file checks to be returned via customer bank statements. (Sept 1996 - Oct 2002)
Education
Bachelor of Science - Mechanical Engineering
North Carolina Agricultural And Technical State University
Greensboro, NC12.1995
Skills
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Sharp problem solver
- Energetic work attitude
- Adaptive team player
- Management & supervisory experience
- Salesforce
- Microsoft Office
- Account updating
- Call center experience
- CRM system proficiency
- Credit card payment processing
- Time management
- Verbal and written communication
Timeline
Customer Service Representative
Century Service Affiliates d/b/a My Case Builder
06.2024 - 06.2025
ACCOUNT MANAGEMENT SPECIALIST (CSR)
Cubitac Cabinetry
03.2022 - 01.2024
OPERATIONS COORDINATOR
Genpro, Inc
03.2018 - 03.2022
CUSTOMER CARE ASSOCIATE
David Yurman
11.2017 - 01.2018
CONCIERGE / SECURITY GUARD
Planned Companies
08.2013 - 10.2017
GUEST SERVICES MANAGER / FRONT DESK SERVICE REP
La Quinta Inn & Suites Secaucus Meadowlands
06.2009 - 09.2013
NIGHT SUPERVISOR / NIGHT AUDITOR
Hilton Short Hills
12.2007 - 10.2009
SENIOR FRAUD ANALYST / CUSTOMER SERVICE REP
IDT Corporation
10.2002 - 09.2008
CASH LETTERS ASSOCIATE/ TAPE LIBRARIAN/ FILE CLERK
Fleet Financial / Summit Bancorp
09.1996 - 10.2002
Bachelor of Science - Mechanical Engineering
North Carolina Agricultural And Technical State University