Mycheal Robertson
Virginia Beach,VA
Summary
Detail-oriented Department Manager keeps employees and work area on-target with proactive management of day-to-day demands and unique customer and employee situations. Motivational employee leader and respectful conflict mediator skilled at promoting satisfaction and loyalty. Great interpersonal communication and multitasking abilities. Versatile Department Manager recognized for providing exceptional leadership and guidance to employees. Responsible and dependable professional with 5 years of comprehensive experience overseeing staff, conducting training and implementing strategies. Familiar with successful training methodologies and industry developments.
Overview
12
12
years of professional experience
Work History
Technical Service Manager
Adp- Automated Data Processing
Norfolk, VA
12.2022 - Current
- Maintained relationships with customers, vendors, and staff to ensure delivery of quality services.
- Conducted regular training sessions for technical support staff on new products and services offerings.
- Assessed task completion to meet tight project deadlines.
- Provided guidance on best practices for troubleshooting complex technical problems.
- Encouraged team collaboration and motivated individual employees through positive reinforcement and technical recognition.
- Established performance metrics and monitored team performance against those metrics.
- Created reports detailing monthly service activities, trends, and outcomes.
- Analyzed customer feedback data to identify areas for improvement in service delivery.
- Collaborated with technical support team to develop strategies for resolving customer issues quickly and efficiently.
- Coordinated with other departments to ensure timely completion of tasks related to projects involving multiple teams.
Specialty Department Supervisor
GEICO, Government Employees Insurance
Virginia Beach, VA
04.2022 - 08.2022
- Supervised and trained staff on service techniques, boosting overall customer satisfaction.
- Articulated growth objectives and operating plans.
- Set and reinforced consistent and compliant control and operational policies for accounts tracking, reconciliation and reporting.
- Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Verified patients had proper insurance coverage prior to procedures or appointment scheduling.
- Composed business correspondences for supervisors, managers and other professionals.
- Corresponded with insurance customers and agents to obtain or relay information on account status changes.
Service Supervisor
GEICO, Government Employees Insurance
Virginia Beach, VA
09.2021 - 04.2022
- Supervised team of 10 employees and delegated duties and responsibilities to each member.
- Addressed areas that needed improvement and observed team's performance.
- Aided onboarding team members with one-on-one training sessions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Complied with confidentiality regulations in handling customer information.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
Sales Supervisor
GEICO, Government Employees Insurance
Virginia Beach, VA
01.2017 - 09.2021
- Supported team members by assisting in upselling products and services and closing sales with customers.
- Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Managed sales team of 10, setting performance goals and strategies for attaining objectives.
- Organized and coordinated schedules, enabling consistent and adequate staffing for shifts.
- Checked for quality assurance by monitoring teams' calls.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
MOAT Sales Agent
GEICO, Government Employees Insurance
Virginia Beach, VA
01.2016 - 01.2017
- Wrote policies, finalized documents and filed paperwork.
- Increased revenue by applying in-depth policy knowledge and persuasive communication skills to complete sales.
- Engaged customers in friendly, professional dialogue to determine needs.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Upsold products to policyholders and potential new clients.
- Pursued continued professional development through insurance workshops, course and webinars.
- Exceeded company sales goals for new policies.
- Engaged customers and provided high level of service by carefully explaining details about documents.
Sales Associate
Nordstrom
McLean, VA
01.2013 - 11.2015
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Used product knowledge to suggest items to match client needs.
- Cross-sold products to boost overall sales purchases.
- Built customer loyalty by engaging with and identifying product needs of customers.
- Maintained and organized store displays to enhance product visibility and expedite product location activities.
Sales Manager's Assistant
Champs Sporting Goods
Mclean, VAS, VA
02.2012 - 01.2014
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Managed cash register operations using POS system and processed sales and returns.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
Education
High School Diploma -
Westfield High School
Chantilly, VA01.2011
Some College (No Degree) - Business Administration
Tidewater Community College
Norfolk, VASkills
- Quantitative Skills
- Experience in Leadership
- Content Management Expertise
- Organizational Skills
- Team Management
- Friendly, Positive Attitude
- Critical Thinking
- Problem Resolution
- Customer Service
- Training & Development
- Computer Skills
- Team Building
- Supervision & Leadership
Timeline
Technical Service Manager
Adp- Automated Data Processing
12.2022 - Current
Specialty Department Supervisor
GEICO, Government Employees Insurance
04.2022 - 08.2022
Service Supervisor
GEICO, Government Employees Insurance
09.2021 - 04.2022
Sales Supervisor
GEICO, Government Employees Insurance
01.2017 - 09.2021
MOAT Sales Agent
GEICO, Government Employees Insurance
01.2016 - 01.2017
Sales Associate
Nordstrom
01.2013 - 11.2015
Sales Manager's Assistant
Champs Sporting Goods
02.2012 - 01.2014
High School Diploma -
Westfield High School
Some College (No Degree) - Business Administration
Tidewater Community College
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