Summary
Overview
Work History
Education
Skills
Timeline
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Michael Houghton

Conway

Summary

Accomplished Product Support Analyst at Bullhorn, adept in CRM software and incident management. Excelled in cross-functional collaboration. Proven mentor and subject matter expert, recognized for delivering exceptional support and innovative solutions. Skilled in escalation management and user acceptance testing, driving operational excellence and client success.

Overview

14
14
years of professional experience

Work History

Product Support Analyst

Bullhorn
09.2022 - Current
  • First point of contact for customers providing quality technical support
  • Delivered an incredible customer experience resolving customer questions or concerns in a timely manner
  • Used product knowledge to troubleshoot more complex issues to determine scope and impact
  • Thoroughly documented tickets in Salesforce CRM, escalating when necessary
  • Responsible for managing client expectations on follow up adhering to service level agreements
  • Responsible for managing ticket queues, prioritizing which tickets to resolve first
  • Mentor fellow Analysts with questions on best practices or suggestions on next steps
  • Subject Matter Expert for multiple product lines
  • Was a member of multiple User Acceptance Trainings for phone/chat systems
  • Served on the companies charitable committee, volunteering and helping find organizations to donate to

Team Lead

Health Care Partners of South Carolina
02.2022 - 07.2022
  • Keeping accurate records of new/existing patients and ensuring their registration packets are sent out
  • Training new employees in call center policies and how to use the patient appointment scheduling system
  • Maintaining communication between the call center and other departments to make sure we have the most up to date scheduling requirements
  • Providing patients with information on assistance programs the organization has knowledge of
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and scheduling appointments
  • Maintained accurate patient records in electronic database, ensuring confidentiality and compliance with HIPAA regulations
  • Scheduled and confirmed patient appointments for multiple physicians, optimizing daily schedules for maximum efficiency
  • Managed office inventory by monitoring supplies levels and placing orders as needed to ensure smooth operations
  • Demonstrated strong attention to detail when verifying patient information for accuracy during check-in process

Customer Service Associate

FirstEnergy
12.2013 - 10.2021
  • Handled on average 75-120 calls per day in a call center environment.
  • Answered customer questions and solved problems according to First Energy standardized procedures
  • Used problem solving and compassion to de-escalate difficult situations
  • Recorded details of customer interactions such as inquiries, complaints, comments, or actions taken
  • Referred unresolved customer grievances to designated departments for further investigation
  • Determined charges for services requested, collected payments, and arranged for billing
  • Referred low income customers to local human service programs that could assist them
  • Answered calls from emergency services and made sure that pertinent information was obtained to help determine severity of situation and ensure proper response

Data Entry Clerk

Aegis
12.2011 - 12.2013
  • Processed Toll Free and Long Distance service requests for large business customers
  • Compiled, sorted and verified the accuracy of data before it was entered
  • Located and corrected data entry errors
  • Maintained logs of activities of completed work through use of spreadsheets
  • Worked on the Large Project Team
  • Assisted supervisor with organizing team, projects, and supporting agents with issues they came across
  • Assisted in training of new hire classes

Education

Associate of Arts -

Pierpont Technical And Community College
Fairmont
05-2018

Skills

  • Incident management
  • Cross-functional coordination
  • User acceptance testing
  • Escalation management
  • Device failure investigation
  • Cross-functional collaboration
  • CRM software
  • Telephone support
  • Remote support
  • Schedule coordination
  • Records review
  • Issue reporting
  • Ticketing systems

Timeline

Product Support Analyst

Bullhorn
09.2022 - Current

Team Lead

Health Care Partners of South Carolina
02.2022 - 07.2022

Customer Service Associate

FirstEnergy
12.2013 - 10.2021

Data Entry Clerk

Aegis
12.2011 - 12.2013

Associate of Arts -

Pierpont Technical And Community College

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Michael Houghton