Michael Graham
Charleston,SC
Summary
Highly skilled and dedicated Customer Service Representative with 20 years of experience in delivering exceptional customer service. Proven track record of building strong relationships with customers and providing timely and effective solutions to their inquiries and concerns. Strong communication, problem-solving, and multitasking abilities combined with a genuine passion for assisting customers. Committed to exceeding customer expectations and ensuring a positive experience. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
27
27
years of professional experience
Work History
Customer Support Specialist
ACD Direct
02.2021 - 03.2024
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Monitor customer complaints on social media and reach out to provide assistance
- Assess and or escalate customer issues when ne
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
Cashier
Burger King
07.2019 - 01.2021
- Managed cash register and processed transactions with accuracy, resulting in a decrease in cash discrepancies and improved customer satisfaction
- Demonstrated exceptional customer service skills by promptly addressing customer inquiries, resolving complaints, and ensuring a positive dining experience
- Collaborated with team members to maintain a clean and organized dining area, exceeding cleanliness standards and promoting a welcoming environment for customers
- Trained new cashiers on cash handling procedures, menu items, and customer service protocols, contributing to the efficient onboarding process and ensuring consistent service quality.
- Lifted up to 30 pounds at once and used forklift to move heavier loads.
Contract Specialist
MG Enterprise LLC
09.2015 - 07.2019
- Negotiated and managed contracts with vendors, resulting in a total cost reduction of 10% annually
- Developed and implemented standardized contract templates, improving efficiency and reducing contract drafting time by 20%
- Conducted thorough contract reviews, identifying potential risks and implementing mitigation strategies, resulting in a 15% decrease in contract disputes
- Collaborated with cross-functional teams to ensure compliance with contract terms and conditions, resulting in a 100% successful audit record
- Make deposits and manage the banking inquiries to include checking, internet banking, debit cards and mobile banking after providing customer service to the client.
- Ensured timely fulfillment of contractual requirements by closely monitoring progress and addressing potential issues proactively.
- Reviewed subcontractor agreements to ensure compliance with all relevant regulations, minimizing risk exposure.
Community Special Events Coodinator
MWR
10.2008 - 09.2015
- Successfully planned and executed a wide range of community special events, including fundraisers, festivals, and charity auctions, attracting an average attendance of 500+ participants per event
- Coordinated with local businesses, sponsors, and community organizations to secure event sponsorships, resulting in a 20% increase in funding for special events and a more extensive network of community partnerships
- Developed and implemented comprehensive event marketing strategies, utilizing social media platforms, email campaigns, and print advertising, resulting in a 30% increase in event awareness and participant engagement
- Managed a team of volunteers and event staff, coordinating their roles and responsibilities, ensuring efficient event operations, and fostering a positive team environment.
Health Food Inspector
United States Army
04.2004 - 07.2008
- Conducted thorough inspections of health food establishments to ensure compliance with safety and sanitation regulations, resulting in a significant decrease in foodborne illnesses within the inspected areas
- Collaborated with local health departments to develop and implement educational programs and training sessions on proper food handling and hygiene practices, leading to increased awareness and adherence to safety standards among food establishment staff
- Successfully identified and investigated potential health hazards and violations in health food establishments, resulting in the issuance of corrective actions and improvement plans to ensure the highest level of food safety
- Maintained detailed records and documentation of inspections, violations, and enforcement actions, ensuring accurate and up-to-date information for regulatory compliance and facilitating efficient and effective follow-up procedures.
Agent in Customer Service
JW Jeans
05.1997 - 11.2004
- Utilized exceptional communication skills to handle a high volume of customer inquiries, resulting in a 20% increase in customer satisfaction ratings
- Resolved complex customer issues by analyzing problems and implementing effective solutions, resulting in a 15% reduction in escalated complaints
- Demonstrated strong attention to detail in accurately documenting customer interactions and maintaining a comprehensive database, ensuring accurate and up-to-date customer records
- Collaborated with cross-functional teams to develop and implement new customer service strategies, resulting in a 10% decrease in average handling time and improved overall efficiency.
Education
Skills
- Cash handling
- Professional
- Customer service
- Order accuracy
- Point of sale (POS) system proficiency
- Call center experience
- Technical Troubleshooting
- Customer Service
- Data Entry
Hobbies and Interests
- Exploring distant lands
- Getting lost in a good book
- Capturing moments
- Feeling the music
- Every kind of sport
Timeline
Customer Support Specialist
ACD Direct
02.2021 - 03.2024
Cashier
Burger King
07.2019 - 01.2021
Contract Specialist
MG Enterprise LLC
09.2015 - 07.2019
Community Special Events Coodinator
MWR
10.2008 - 09.2015
Health Food Inspector
United States Army
04.2004 - 07.2008
Agent in Customer Service
JW Jeans
05.1997 - 11.2004
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