Micheal Jackson

Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Streamlined call center processes for improved efficiency and reduced wait times such as Maintain under 5 min AHT with 2 min AVG hold times on calls.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business and always kept a 120% OCR will customers

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Had built a list of Strong Sentiment statements and power phrases to build Customer Rapport and Provide an excellent Client Experience

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Properly notated all account with important and crucial follow up details for next rep or for special cases when it came to escalations or complaints

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team. Examples would include keeping high CS satisfaction rate above 85% and keeping callbacks to a minimum
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues. Kept notes of all interactions and changes to personal and business information
• Contributed to sales growth by upselling products and services based on individual customer requirements. Had done upselling with health insurance plans when customers had expressed frustration with current product or was looking into new plans
• Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.

• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
• Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
• Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
• Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge. Would make about 40K-50K average on products alone not including additional services and amenities.
• Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed. Would work with Co-workers to plan sales pitch and manage large orders if split between us.
• Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
• Increased sales revenue through effective product recommendations tailored to individual customers by asking probing questions and specific recommendations from the Customer
• Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate. Sales goals would be about 30K Min but would always reach above goals every month.
• Answered questions about store policies and addressed customer concerns.
• Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
• Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Managed returns, exchanges and refunds in accordance with store policy.
• Educated clients on current promotional offerings and products using persuasive selling tactics.

• Streamlined call response times for improved customer experience through effective communication techniques. Would keep AHT around 5-6 Minutes to ensure proper call flow and expectations
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Utilized CRM systems to accurately track customer interactions and update account information.
• Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
• Contributed to team success, consistently achieving call center performance metrics.
• Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
• Managed high call volume with exceptional professionalism and efficiency.
• Logged call information and solutions provided into internal database.
• Assisted call-in customers with questions and orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Collaborated with team members to meet sales goals, sharing product knowledge, and assisting in promotional efforts.
• Aided marketing initiatives such as creating eye-catching displays and distributing promotional materials to boost brand awareness and sales.
• Facilitated smooth checkout experiences for customers by quickly scanning items, bagging purchases, and processing payments appropriately.
• Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
• Helped maintain optimal stock levels through consistent communication with management about inventory needs and discrepancies leading to fewer out-of-stock situations.
• Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
• Handled cash register operations accurately, balancing drawers at the end of each shift.
• Increased customer satisfaction by providing efficient and friendly service while handling transactions.
• Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
• Contributed to loss prevention efforts by monitoring store activity closely during shifts.
• Enhanced overall store appearance through diligent maintenance of fixtures, lighting systems and floor spaces leading to a more inviting atmosphere for customers.

• Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
• Improved communication between management and staff by organizing regular town hall meetings and feedback sessions.
• Streamlined recruitment processes, expediting the hiring of qualified candidates.
• Implemented employee recognition programs, fostering a positive work environment and increased retention rates.
• Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
• Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
• Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
• Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
• Provided support during organizational restructuring efforts, minimizing disruptions to daily operations while ensuring fair treatment of affected employees.
• Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
• Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
• Oversaw and managed hiring process and assisted human resources.
• Partnered with senior leadership to establish and develop corporate and HR policies and procedures.