MICHAEL J. NELSON
Eagle Mountain,UT
Summary
Compassionate Case Manager experienced in production environments and adept at resolving and monitoring caseloads without sacrificing quality of care. Hardworking and dedicated to achieving desired case outcomes while providing assistance to the team. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
19
19
years of professional experience
Work History
Case Manager
Wayfair
09.2019 - 03.2024
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and self sufficiency.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
Service Consultant
Wayfair.com
09.2014 - 09.2019
- Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
- Streamlined service processes for increased efficiency and improved customer experience.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Manage incoming service calls, e-mails, and chats about customers' questions and complaints
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with special groups to evaluate calls to improve our NPS scores with customers.
Associate Business Analyst
The Occasions Group
03.2014 - 08.2014
- Enhanced business processes by analyzing data and creating detailed reports for management review.
- Streamlined operational efficiency by identifying areas of improvement and implementing effective solutions.
- Conducted meetings for project plans.
- Acted as a liaison to communicate between the business units, support, and technology employees.
- Documented changes for functional and business specifications.
- Transcribed detailed universally understood procedures for permanent records and training.
Resource Specialist
ArtCo
06.2010 - 12.2013
- Provided expert guidance in the selection and allocation of resources, ensuring optimal use across various projects.
- Streamlined communication channels between departments to improve collaboration on shared projects and resource planning initiatives with assistance in Photo Lab, IT Department, and the Design Department.
- Established clear performance expectations for team members regarding their role in managing resources efficiently.
- Monitored and prioritized call volumes and allocated available representatives to take incoming calls.
- Trained and coached other employees to improve their development and reach company goals/standards while monitoring them on servers and offering support with decisions on escalated questions about customers or orders..
Customer Service Representative
ArtCo
03.2005 - 05.2010
- Conducted credits and returns from customers
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Art
Brigham Young University-Idaho
Rexburg, ID12.2009
Skills
- Microsoft Office Suite
- Adobe Creative Suite (PS, ID, AI, LR, Acrobat)
- Corel Painter
- Kodak Preps 5 and 6
- Wacom Tablet
- Time Management
- Conflict Resolution
- Computer Proficiency
- Customer Account Management
Accomplishments
- Eagle Scout: 1999
- 2 Year Church Service Mission: 04/2001 - 04/2003
- ArtCo Employee of the Month finalist: August 2008
- ArtCo Perfect Attendance
Timeline
Case Manager
Wayfair
09.2019 - 03.2024
Service Consultant
Wayfair.com
09.2014 - 09.2019
Associate Business Analyst
The Occasions Group
03.2014 - 08.2014
Resource Specialist
ArtCo
06.2010 - 12.2013
Customer Service Representative
ArtCo
03.2005 - 05.2010
Bachelor of Science - Art
Brigham Young University-Idaho