Michael Rogers
Akron,OH
Summary
Experienced Call Center Team Lead well-versed in managing customer calls in fast-paced settings by utilizing strong listening, communication, and prioritization skills. Superior trainer and mentor with several years of experience.
Overview
11
11
years of professional experience
Work History
Call Center Team Lead
Magnolia Bank
Tempe, Arizona
04.2024 - Current
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Assisted with the development of call scripts and other operational documents.
- Facilitated communication between team members and management personnel.
Customer Service Representatives/Appointment Setter
Express Flooring
Phoenix , AZ
09.2017 - 02.2024
- Utilized existing software applications to manage schedules, track progress, and maintain records of client interactions.
- Answered customer inquiries regarding appointment setting procedures.
- Maintained a positive attitude while dealing with difficult situations involving customers.
- Tracked call metrics such as number of calls made, duration of calls.
- Developed and maintained relationships with potential customers through phone conversations.
- Scheduled appointments for customers based on their availability.
- Provided detailed information about products and services to clients.
Call Center Manager
Skyzone Riverside
Riverside, California
04.2015 - 09.2017
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Developed and maintained a team of call center representatives to meet performance standards.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Participated in recruitment activities such as interviewing prospective candidates.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Resolved escalated customer complaints promptly and professionally.
Education
GED -
Tustin High School
Tustin, CA06-1999
Skills
- Communication
- Active Listening
- Empathy
- Patience
- Problem Solving
- Product Knowledge
- Team Management
- Adaptability
- Integrity
- Honesty
Timeline
Call Center Team Lead
Magnolia Bank
04.2024 - Current
Customer Service Representatives/Appointment Setter
Express Flooring
09.2017 - 02.2024
Call Center Manager
Skyzone Riverside
04.2015 - 09.2017
GED -
Tustin High School