Microsoft 365
Mike Pheiffer
Contact Center Customer Solutions
Peoria,IL
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Summary
Organized Team Leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Detail-oriented team player with strong organizational and multi-tasking skills.
Overview
22
22
years of professional experience
6
6
years of post-secondary education
Work History
Team Leader, Operations
HGS
Peoria, IL
01.2009 - 09.2023
- Participated in cross-functional team-building activities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached 10-20 CSR's in customer service techniques and provided feedback and encouragement toward reaching performance goals.
- Cross-trained and provided backup support for organizational leadership.
- Identified procedure or process changes and tracking systems needed to improve performance and productivity.
- Initiated timely response to emails, voicemails and written correspondence.
- Assisted with new hire processing, payroll and training.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Customer Service Representative
HGS
Peoria, IL
02.2002 - 01.2009
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Managed 30-50 customer calls each day at average handle time of "meets" or better.
- Achieved average monitoring score of 90%+ on average per evaluation.
- Communicated professionally with colleagues, freelancers and clients.
- Recorded actions taken, issues resolved and various other information to effectively manage customer accounts.
- Provided excellent customer care with empathy by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor of Science - Social Studies Education, (Minor Public Speaking)
09.1986 - 05.1992
- Elected Public Liaison, Secretary, Vice President and President of Zeta Alpha Pi Literary Society
- Joined Bob Jones University Classic Players
- Achieved Annual Fine Arts Contest, Public Speaking, Honorable Mention
- Joined Zeta Alpha Pi Literary Society
- Completed professional development in Teacher's License, state of South Carolina, 1992
- Recognized in 1992's "Who's Who" in American Colleges and Universities
Skills
Risk analysis and management
Cross-functional communications
Superb time management skills
Technical Support
Employee / Performance Evaluation
Advanced training in MS Office
Knowledgeable in Salesforce
Management information systems
Employee relations and conflict resolution
Client Service
Cash Handling
Daily workflow improvement
Staff education and training
Performance improvement
Complaint resolution
Employee Evaluation
Knowledgeable in [Salesforce]
Attention to Detail
Key performance indicators
Knowledgeable in [System]
[Office 365] Software Proficiency
[O] Software Proficiency
[Type] Software Proficiency
Dependable and Responsible
Multitasking Abilities
Software
Mac OS
IOS
Windows
Zoom, Teams, Google Meet
Parallels
Quicken (personal)
Smart Home (Ring, Kasa, Google Nest)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Leader, Operations - HGS
01.2009 - 09.2023
Customer Service Representative - HGS
02.2002 - 01.2009
Bob Jones University - Bachelor of Science, Social Studies Education, (Minor Public Speaking)
09.1986 - 05.1992