Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Certification
Love sports, binge watching great historical documentaries, cooking.
Work Preference
Software
Timeline
CustomerServiceRepresentative
MICHAEL ROUNDTREE

MICHAEL ROUNDTREE

Service Center Representative
Chicago Heights,IL

Summary

Highly experienced Customer Service professional. Able to handle a high volume of customer calls (Inbound and Outbound) in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. CHARACTER STRENGTHS Committed To Achieving Goals Demonstrated Multi-Tasking Skills Focused with Sound Judgment Conflict Resolution Research & Investigation Analyze & Problem Solving Policies & Procedures Data Gathering & Tracking Adaptable to the Changing Environment.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Customer Service Representative

UCare Of Minnesota
Minneapolis, MN
05.2018 - 04.2021
  • Uses product information, multiple client tools, advanced technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.

Customer Service Representative

SELECT COMFORT CORPORATION
PLYMOUTH, MN
08.2016 - Current
  • Responsibilities cover many different skills ranging from taking inbound calls to answering customer inquiries about deliveries, product information, troubleshooting, taking orders.
  • Walking customers thru installs of parts.
  • Following call guides on share point, intranet system that assist us with vital information for all areas required to be efficient and knowledgeable representative for our customer base.
  • Also to learn how to work in different areas, which you to move around in a constantly growing environment that offers so much more than just customer service.
  • It enables opportunity to utilize many skills that I have acquired over many different areas of expertise.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Cultivated customer loyalty, promoted repeat customers and improved sales

Technical Advance Customer Service

Stanley Convergent Security Solutions, TACS
Plymouth, MN
01.2014 - 02.2016
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Developed strong rapport with customers and created positive impression of business.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Analyzed Technical Support issues to identify troubleshooting methods needed for quick remediation.
  • Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
  • Served at internal helpdesk, accepting and resolving calls or delegating more severe issues to TACS Support .
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Onboarded new users to internal systems, including network credentialing, desktop and laptop usage and BYOD programs.
  • Processed hundreds of support requests weekly for technical assistance on wide range of issues related to technical systems and support.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Sonitrol Customer Service Rep/Alarm

01.2014 - 09.2015
  • Solely responsible for all facets of service for commercial and Residential alarms systems.
  • Alarm monitoring, troubleshooting/resolving technical issues, making schedule changes.
  • Accessing needs for service.
  • Assisting customer with questions regarding panel knowledge, panel issues as well following customer actions plans in case of emergency.
  • Regularly handling from 100 to 160 inbound and outbound calls per 8 hour shift.

MAIL/FILE ROOM CLERK

02.2013 - 10.2013
  • Completed invoice filing and established/maintained File Room organization.
  • Scanned, Copied and faxed invoices.
  • Assisted receptionist by handling inbound and outbound calls, as well as greeted visitors.
  • Received, sorted and distributed incoming FedEx and UPS deliveries.
  • Arise (AT&T Mobility ~ Billing & Technical Support – Third Party Independent Contractor.

CLIENT SUPPORT

10.2012 - 04.2013
  • Handled customer questions, complaints, and billing inquiries, resolved customer issues with one call resolution.
  • Offered alternative solutions when appropriate with the objective of retaining customer's business.
  • Handled business transactions in connection with activation of new customer accounts.
  • Communicated with customers using web-based tools.
  • Made financial decisions to protect/collect revenues and adjusted customer accounts Billing.
  • Payments /payment arrangements/misapplied payments.
  • Reviewed customer accounts and updated information.
  • Enterprise discount inquiries and changed rate plans/offers.
  • Processed cancellations and retained customers.
  • Resolved billing disputes and issues.
  • Technical.
  • Device troubleshooting and ordered (provisioned) new devices.
  • Provided troubleshooting steps for validating connectivity during installation Sales.
  • Sold and provision wireless services, products, features, equipment and accessories.

BENEFITS SPECIALIST, CONTRACTOR

American Family Life Assurance Company of Columbus, Aflac
Lisle, IL
01.2012 - 07.2012
  • Customize insurance programs to suit individual customers, often covering a variety of risks.
  • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.
  • Calculate premiums and establish payment methods.
  • Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person to be insured, and to discuss any existing coverage.
  • Sell various types of insurance policies to businesses and individuals on behalf of insurance company, including life, medical and dental coverage.
  • Seek out new clients and develop clientele by networking to find new customers and generate list of prospective clients (leads).
  • Perform administrative tasks, such as maintaining records and handling policy renewals.
  • Confer with clients to obtain and provide information when claims are made on a policy.
  • Develop marketing strategies to compete with other individuals or companies who sell insurance.

CUSTOMER SERVICE REPRESENTATIVE

ShopNBC/Value Vision Media Inc
Eden Prairie, MN
06.2008 - 11.2008
  • Answer high volume of incoming calls (call center environment); respond to customer inquiries and concerns regarding their television and internet orders.
  • Research inquiries via intranet, provide timely and accurate response and enter notes in system.

HOME DELIVERY TECHNICIAN/CUSTOMER SERVICE REPRESENTATIVE

Kelly Services/Select Comfort Corporation
Plymouth, MN
02.2008 - 06.2008
  • Schedule/Coordinate customer deliveries (call center environment).
  • Schedule/Coordinate maintenance, repairs and warranty services for Sleep Number Owners.
  • Served as point of contact for providing individualized customer care to Sleep Number Owners.
  • Provide Logistical support to Routers from Distribution Center during customer deliveries & service calls.
  • Michael K.
  • Roundtree – page 3.

FEDERAL GOVERNMENT RECEIVABLES REPRESENTATIVE

The New AT&T Wireless Co
Bloomington, MN
05.2006 - 11.2007
  • Act as a liaison between AT&T Wireless Services and Government Agency Monitoring wireless invoices for over 200 Government agencies.
  • Collections using Governmental Agency Database.
  • Gaining an understanding of the laws and regulations governing payment practices.
  • Comprehending Government interpretations and definitions.
  • Understanding Contract Requirements.
  • Ensure that all invoices are billed accurately to guarantee timely payment from the Government.
  • Ensure that all issues are resolved in a timely fashion to prevent wireless service interruptions.

CUSTOMER SERVICE ASSOCIATE

Honeywell Inc./Protectionet
Minneapolis, MN
06.2000 - 10.2005
  • Primary liaison between the customer (Inbound/Outbound calls) and the field workforce: Defining and meeting customer requirements.
  • Ensure that the Service Business Process is adhered to in all transactions.
  • Dispatches the appropriate technician to the customer based upon customer requirements: Technical Expertise, Timeframe, Availability, Special Needs, Etc.
  • Ensures that the field workforce meets scheduling commitments by following through with the individual technicians on completed/open work orders.
  • Includes being aware of the priority of all service calls and contract entitlements to ensuring that all parties are informed of approaching SLA expirations, as per the Service Process.

Education

Associate of Applied Science - Business Data Processing

Phillips College of Chicago
Chicago, IL
08.1991

Skills

  • Building Customer Trust and Loyalty
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Multitasking and Prioritization
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Efficient and Detail-Oriented
  • De-escalation Techniques
  • Excellent Attention to Detail
  • LiveChat Messaging
  • Microsoft Office Suite
  • Computer Proficiency
  • Proficiency in Microsoft Office and G Suite
  • Inbound and Outbound Calling
  • Proactive Self-Starter
  • Cultural Awareness and Sensitivity
  • First-Tier Technical Support
  • Time Management
  • Team-Oriented and Cooperative
  • Call Volume and Quality Metrics
  • Regulatory Compliance
  • Patient and Empathetic
  • Establishing and Maintaining Customer Relationships
  • CRM Software
  • Customer Account Management
  • Data Entry and Maintenance

Affiliations

Associate in Data Processing ~ Phillips College of Chicago ~ 1989 ~ 1991 Expert use in: Microsoft Office Suite (Word-Access-Excel-Outlook), Various Customer Relations Systems

Additional Information

  • Illinois Insurance Agent License: Life, Accident, Health & Dental 2012

Certification

  • Medicare and Medicaid trained and certified as a insurance specialist in both areas by the CMS since 2018 for Medicaid and 2020 for Medicare

Love sports, binge watching great historical documentaries, cooking.

Football is a huge favorite but I actually played basketball in High School, so there is a sentimental effect there. but as far as watching sports it's definitely football.

Learning history from any aspect is always very interesting .

Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Important To Me

Career advancementWork-life balanceFlexible work hoursHealthcare benefitsWork from home option401k matchPaid sick leaveTeam Building / Company Retreats4-day work weekStock Options / Equity / Profit SharingPaid time off

Software

Epic

MS Word

Excel

Outlook

Timeline

Customer Service Representative

UCare Of Minnesota
05.2018 - 04.2021

Customer Service Representative

SELECT COMFORT CORPORATION
08.2016 - Current

Technical Advance Customer Service

Stanley Convergent Security Solutions, TACS
01.2014 - 02.2016

Sonitrol Customer Service Rep/Alarm

01.2014 - 09.2015

MAIL/FILE ROOM CLERK

02.2013 - 10.2013

CLIENT SUPPORT

10.2012 - 04.2013

BENEFITS SPECIALIST, CONTRACTOR

American Family Life Assurance Company of Columbus, Aflac
01.2012 - 07.2012

CUSTOMER SERVICE REPRESENTATIVE

ShopNBC/Value Vision Media Inc
06.2008 - 11.2008

HOME DELIVERY TECHNICIAN/CUSTOMER SERVICE REPRESENTATIVE

Kelly Services/Select Comfort Corporation
02.2008 - 06.2008

FEDERAL GOVERNMENT RECEIVABLES REPRESENTATIVE

The New AT&T Wireless Co
05.2006 - 11.2007

CUSTOMER SERVICE ASSOCIATE

Honeywell Inc./Protectionet
06.2000 - 10.2005

Associate of Applied Science - Business Data Processing

Phillips College of Chicago

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MICHAEL ROUNDTREEService Center Representative