Michael Briggs

***** ******* ***** *****

Delray Beach, Florida 33484

585-***-**** cell

acdqip@r.postjobfree.com

S UMMARY OF SKILLS :

** ***** ************ ******* ******** service with a strong work ethic

Ability to grasp complex technical issues and translate into understandable language

Resourceful problem-solver with a particular focus on customer satisfaction

PROFESSIONAL EXPERIENCE:

ROCHESTER GAS & ELECTRIC CORP. R ochester, New

York

Sr. Customer Service & Relations Representative 2 006 –

Present

Responsible for providing customer service to residential & commercial customers through routine

c ontact and daily interaction utilizing quality service skills.

Provide customer account and billing information by utilizing the RG&E information systems to respond

t imely and appropriately to inquires.

Demonstrated ability to take ownership of a customer problem and follow through independently to

r esolution.

Proven ability to offer solutions through effective problem-solving techniques utilizing negotiation skills

w hen applicable.

Ability to successfully adapt communication style to interact with customers and leadership.

Actively assist field personnel in managing of notifications and assisting them with any inquiries; these

i nclude but are not limited to, assigning notifications, creating/reversing move-in’s/move outs, assigning

r econnects to the proper reconnect/back up reconnect crew for the week.

Coach/train new representatives and assist junior colleagues with problem solving.

Knowledge of HEFPA Guidelines, PSC Tariffs and Customer Service business processes.

Respond as needed for emergency situations during electrical outages.

Additional Responsibilities :

Operations Control - A ctively assist operations management by overseeing the “Big Picture and

C ommunity” to ensure representatives are operating efficiently; this includes but is not limited to,

r eviewing calendars for department changes, managing reps breaks and ensuring phone status of not

r eady/available are accurate.

Rep Assist - P rovide representatives with guidance in handling difficult or complex problems or in

r esolving escalated complaints; assisting representatives with questions regarding policies and procedures.

I NVENT HELP CORP. R ochester, New

York

Sales Representative J anuary 2006 – December

2 006

• Presentation of products and services to prospective customers and meet monthly sales quotas.

• Developed extensive cold call and closing expertise; Maintained weekly quota of 60 cold calls and 30

f ollow up/maintenance calls.

Negotiated individual contracts including legality forms and confidentiality statements.

EFFECT TECNOLOGIES INC. R ochester, New

York

Test Lab Technician 2 004 –

2006

• Built, tested and analyze various Air, water, structural, fenestration products from a broad range of

m arket sectors.

• Determined instrumentation required to collect and analyze product performance characteristics;

E nsured ETC standards for response time & quality

• Customer interface and sales; Assisted in developing new accoun ts through executive cold calling.

E ffectively increased sales by 30%.

• Creative, hands-on, skilled with all types of tools and materials, producing high quality work on time.

R esulted in 100% compliance with project budget and schedule.

• Consulted with senior staff and clients, to provide insight on design feasibility and create alternate

s olutions by thinking outside the box.

Key advisor to Sr. Engineers in the report writing of findings .

• Shipping and receiving.

•

QBS PROPERTY MANAGEMENT P enfield, New

York

Operations Manager 2 002 –

2005

• Managed the scheduling, supervision, and evaluation of work staff.

• Assisted in developing and monitoring the operations budget.

• Customer interface and negotiation.

• Effective in suggesting ideas for sales strategies and value-added solutions to capture market share

a nd enhance customer value.

Investigated and resolved complaints from customers.

CANTISANTO FOODS, INC R ochester, New York

2 000-

Night Warehouse Supervisor

2002

• Supervised selecting, checking, and loading activities to maximize productivity on assigned shifts and

a reas.

• Worked with Night Warehouse Manager to assign, direct, review and monitor work of hourly

e mployees.

• Prepared management reports; recommended improvements to reduce cost and drive department

p roductivity.

• Trained employees in shipping and warehouse; overseeing instruction, implementation and

e nforcement of policies as they related to employees.

• Operated forklifts and sit down and stand up pallet jacks.

T ECHNICAL

S KILLS : P SC Utility Response System, Sap, CISplus, Passcall, Business Wharehouse

( BW), Kubra, Lotus Notes, Microsoft Office, Excel, Demonstrated emergency

a nd storm response preparedness utilizing the Emergency Information System;

T horough understanding of RG&E policies, procedures and practices.

EDUCATION: Monroe Community College 1992-1993

C lasses taken towards A.S., Liberal Arts

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