Summary
Overview
Work History
Education
Skills
Reading, camping, and spending time with my family. I also enjoy traveling.
Timeline
Generic

Mikel Conway

Fort Collins,CO

Summary

Proactive Customer Service Representative, Organizer, Time Keeper, and Surgical Dental Assistant with proven success managing high-stress situations and resolving conflicts. Skilled in customer relations, event planning, and dental surgery support. Known for exceptional problem-solving abilities and strong communication skills, enhancing both operational efficiency and customer satisfaction. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Knowledgeable and dedicated customer service professional with extensive experience in Construction and Petrolium industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

34
34
years of professional experience

Work History

Customer Service Representative

Wyatts Towing
02.2022 - 06.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.

Organizer

NROC
11.2017 - 11.2021
  • Demonstrated exceptional time management skills while working on multiple projects simultaneously without compromising quality or deadlines.
  • Leveraged social media tools effectively to create buzz around events, driving increased registrations and engagement.
  • Maintained clear communication channels between all parties involved in the event planning process, ensuring timely updates and issue resolution.
  • Adapted swiftly to unforeseen circumstances during events, implementing contingency plans that minimized disruptions to attendees'' experience.
  • Scheduled and organized catering, transportation and staffing to manage event logistics.
  • Collaborated with cross-functional teams to ensure smooth execution of large-scale events, resulting in positive feedback from stakeholders.
  • Prepared and presented comprehensive event summaries to stakeholders to provide highlights and developments.
  • Increased participant engagement with interactive sessions and workshops.
  • Streamlined registration process, significantly reducing wait times for attendees.
  • Designed promotional materials that captured essence of each event, attracting wider audience.
  • Utilized social media platforms to promote events, significantly increasing online engagement.

Time Keeper

Western Refractory
10.2010 - 09.2018
  • Developed an effective communication system between employees and supervisors for prompt resolution of any scheduling conflicts or discrepancies.
  • Trained staff on proper usage of timekeeping tools, promoting consistency across departments and teams.
  • Implemented regular reviews of timekeeping processes to identify opportunities for further optimization and increased accuracy in reporting employee work hours.
  • Improved time tracking accuracy by implementing a digital system for recording employee hours.
  • Maintained strict confidentiality regarding sensitive employee information, upholding organizational privacy standards and fostering a trusting work environment.
  • Provided support during audits by supplying comprehensive records and documentation of all timekeeping activities.
  • Maintained up-to-date records of employee attendance, leave balances, and overtime accruals for accurate reporting purposes.
  • Enhanced payroll efficiency with meticulous record-keeping and accurate timesheet submissions.
  • Acted as a point-of-contact for employees experiencing difficulties or discrepancies related to their recorded work hours or schedules.
  • Ensured compliance with labor laws by monitoring employee work hours, breaks, and adherence to company policies regarding overtime pay.
  • Assisted human resources department with accurate calculation of accrued vacation days, sick leave balances, and other benefits based on recorded work hours.
  • Managed complex scheduling requirements to maximize productivity and minimize overtime costs.
  • Verified timekeeping records and handled any discrepancies with employees.
  • Updated employee files with new details such as changes in address or salary levels.

Surgical Dental Assistant

Dr. Lynn Washburn, D.D.S.
03.1990 - 09.2009
  • Assisted in complex surgical procedures, showcasing strong dexterity and knowledge of dental anatomy.
  • Maintained detailed records regarding treatment plans, progress notes, and consent forms to ensure continuity of care across visits.
  • Ensured optimal patient safety through vigilant monitoring during surgeries and timely assistance to the surgeon.
  • Demonstrated proficiency in utilizing advanced dental technology during surgical procedures for increased accuracy and effectiveness.
  • Upheld strict compliance with infection control protocols, ensuring a clean and safe environment for patients and staff alike.
  • Aided in precise diagnosis by efficiently performing diagnostic imaging tasks such as x-rays and impressions.
  • Promoted a positive clinic environment with exceptional customer service skills when interacting with patients and families.
  • Delivered compassionate post-operative care, addressing concerns promptly and offering support throughout the healing process.
  • Demonstrated a commitment to patient-centered care by consistently seeking feedback on personal performance and making necessary improvements.
  • Improved surgical efficiency with timely sterilization and organization of dental instruments.
  • Reduced surgery downtime by maintaining a well-organized inventory of supplies and materials required for procedures.
  • Enhanced patient comfort by providing attentive pre-operative care and preparation.
  • Facilitated effective communication between patients, dentists, and other team members to ensure seamless coordination of care.
  • Actively contributed to a positive and productive work environment by fostering strong relationships with colleagues and promoting teamwork.

Education

Associate of Science - Surgical Assisting

Front Range Community College, Fort Collins
Fort Collins, CO
05.1989

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Professional telephone demeanor
  • Customer satisfaction measurement

Reading, camping, and spending time with my family. I also enjoy traveling.

I am a widow with 3 adult children and 17 Grandchildren. I thoroughly enjoy showing the world to my family and watching knowledge grow within them. We spend vast amounts of time camping and fishing. 


I also enjoy getting lost in a book, to broaden my horizons.

Timeline

Customer Service Representative

Wyatts Towing
02.2022 - 06.2024

Organizer

NROC
11.2017 - 11.2021

Time Keeper

Western Refractory
10.2010 - 09.2018

Surgical Dental Assistant

Dr. Lynn Washburn, D.D.S.
03.1990 - 09.2009

Associate of Science - Surgical Assisting

Front Range Community College, Fort Collins

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