Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

MICHAEL YARBROUGH

Kenosha,WI

Summary

Effective professional with tenacity to monitor service levels and oversee staff for timely response in handling member complaints. Multitasking Member Service Manager leveraging reporting tools to assess strengths and opportunities for growth.

Overview

10
10
years of professional experience

Work History

Assistant Member Service Manager

TruStone Financial
07.2022 - Current
  • Conducted regular performance evaluations for staff, providing constructive feedback and professional development opportunities as needed.
  • Organized staff meetings regularly aimed at discussing challenges encountered and brainstorming solutions together as a team.
  • Generated monthly reports covering areas such as adherence, interaction volume, average handle time, quality to maintain high performance levels.
  • Oversaw day-to-day member service activities, directly supervising up to fourteen member service representatives.
  • Listened in on live calls and provided feedback to service staff, helping to improve team member customer engagement skills.
  • Recruited, hired, scheduled, evaluated and promoted service representatives, building strong relationships with team while promoting open door policy.

HOME LENDING ASSOCIATE

JPMorgan Chase
02.2020 - 07.2022
  • Answers customer calls to discuss streamline mortgage (Purchase, Refinance, and Home Equity Loans)
  • Make sales calls on potential and/or existing customer to develop new business or retain existing business
  • Complete mortgage applications for submission to the loan processing and underwriting departments
  • Maintained a solid pipeline of new and existing business
  • Achieved strong performances and inspired colleagues to achieve their goals
  • Provide training support for new hires when coming to the floor.

ACCOUNT EXECUTIVE

PointOne Recruiting Solutions
07.2019 - 12.2019
  • Perform searches for qualified job candidates, using
    sources such as computer databases, networking, Internet recruiting resources, media advertisements, job fairs, recruiting firms, or employee referrals.
  • Calibrating candidates with hiring managers.
  • Conduct weekly check-ins with active candidates and hiring managers throughout the entire recruiting process for each role.
  • Proactive pipeline development including the designing, building and maintaining a strong and diverse network of potential candidates.
  • Contact job applicants to inform them of the status of their applications.

SMALL BUSINESS SALES

AT&T
11.2015 - 06.2019
  • As a sales specialist develop, qualify, progress new opportunities through the sales cycle forecast and close deals end to end to meet or exceed quota
  • Create new and different ways to engage customers and drive business
  • Develop and maintain personal relationships with customers.
  • Strong critical-thinking and creative problem-solving
    abilities.
  • Successful history of closing business, selling new
    licenses/subscriptions to lines of business owners and
    over-achieving quota.
  • Assist team to develop a coordinated sales effort while
    keeping management informed of market conditions.
  • Serves as Manager on Duty on designated shifts and when other management team members are out.

RETAIL WIRELESS CONSULTANT

U.S. Cellular
03.2015 - 11.2015
  • Delivered information on current store promotions, sales and specials events to customers to help with purchasing decisions.
  • Upsold accessories and warranty programs to customers by carefully explaining benefits.
  • Serviced accounts on regular basis to proposed new
    products or services to maximize revenue.
  • Setup contracts, negotiated rates and thoroughly explained service terms.
  • Maintained extensive knowledge of competitors offerings and presence in assigned territory.

RETENTION & INSIDE SALES

Time Warner Cable, Spectrum
09.2013 - 02.2015
  • Used active listening and apply problems-solving skills to deescalate customer concerns.
  • Use my way with words to engage callers, reinforcing the range and power of Spectrum's unique products and their value to generate sales.
  • Provided exceptional service by promoting our campaigns and saving plans to customers.
  • Added plans by seamlessly transitioning between
    conversations and computer billing and requisition
    programs.
  • Peer coaching to help new hires understand call flow and customer engagement.
  • Assisted with training new hires once they get onto the floor.

Education

Associate of Arts - Human Resources

Gateway Technical College
Kenosha, WI

Skills

  • Call Data Reviews
  • Problem-solving
  • Effective Written and Verbal Communication
  • Team Management
  • Task Prioritization
  • Coaching and Mentoring
  • Attention to detail
  • Staff training
  • Strong leadership
  • Performance evaluation

Accomplishments

  • Used Microsoft Excel to develop more efficient way of tracking monthly bonuses for the whole department.
  • Collaborated and tested with team of ten in the rollout of our new live chat system.
  • Achieved 97% Answer Rate in 2023 through effectively helping with properly scheduling representatives.
  • Supervised team of fourteen staff members.

Timeline

Assistant Member Service Manager

TruStone Financial
07.2022 - Current

HOME LENDING ASSOCIATE

JPMorgan Chase
02.2020 - 07.2022

ACCOUNT EXECUTIVE

PointOne Recruiting Solutions
07.2019 - 12.2019

SMALL BUSINESS SALES

AT&T
11.2015 - 06.2019

RETAIL WIRELESS CONSULTANT

U.S. Cellular
03.2015 - 11.2015

RETENTION & INSIDE SALES

Time Warner Cable, Spectrum
09.2013 - 02.2015

Associate of Arts - Human Resources

Gateway Technical College

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MICHAEL YARBROUGH