Customer Service Case Management

*** ****** **** • AUBURN GA *****

PHONE 678-***-**** • E-MAIL ad5n2j@r.postjobfree.com

MICHAEL K. JONES

CORE STRENGTHS

Dependable, Caring, Trustworthy, Customer Service Oriented, Focused on Therapeutic Care,

Passionate.

EDUCATION

05/10-07/12 Gwinnett College Lilburn, GA

Massage Therapy Diploma (750 hour program)

While enrolled received awards for perfect attendance and Deans list.

Currently hold Ga. Massage License #MT008635

SKILLS &

TRAINING

Excellent communication skills and thirteen years of experience in customer service, interpersonal interaction, problem-solving, customer dispute resolution, and management.

I am proficient in all of the following massage modalities and skill sets. Neuromuscular Therapy, Reflexology, Chair Massage, Swedish/Deep Tissue Massage, Myofascial Release,

Hydrotherapy, Rehabilitation Protocols, Medical Terminology/Documentation Case Management, Case Management, Musculoskeletal Anatomy, Anatomy/Physiology, Clinical Pathology.

CURRENT CERTIFICATES & TRAINING

CERTS.

Neuromuscular Therapy CMT (AMTA) – 7/12

CPR/First Aid – 04/12

Chair Massage with Carl Christie

Zollinger Method of Reflexology

EMPLOYMENT

11/04 – 09/09 Lodgenet Inc. Atlanta, GA

Tier 2 Network Analyst Salary 62,000/yr

Responsible for end user support of all networking equipment.

Installed, maintained, supported and configured enterprise networking servers provided by Lodgenet, including free BSD-based proprietary servers and third-party servers.

Proficient in support, configuration and installation of a broad range of wired and wireless networking hardware including Cisco, Paradyne, Netopia, Vivato, HP, & Renasis.

Provided end user connection support for all major computing platforms including UNIX, Linux, Macintosh and all Windows versions.

Effective communication with hotel staff while maintaining pace in a busy, detail orientated work environment.

Answered questions of fellow colleagues to ensure customer service to all our customers.

09/99-02/03 World Financial Group/World Marketing Alliance Duluth, GA

Utilities Specialist / Customer Service Representative Salary 48,000/yr

Supervise customer service representatives.

Handle escalated calls.

Review commissions and licensing inquires.

Research agent commission and licensing issues by contacting regulatory agencies and provider companies.

Process audits of Variable Annuity/Variable Life and Mutual Fund accounts.

Monitor inbound calls taken by customer service representatives for quality purposes.

Identify areas in which customer service representatives have training issues and assist in re-training on a one-on-one basis.

Gained knowledge of state and federal regulatory and licensing requirements in the financial services division.

11/98-08/99 Convergys / SunCom Jacksonville, FL Customer Service Representative Salary 32,500/yr

Assist wireless customers with new account activation.

Provided technical and account resolutions arising from outages and software upgrades.

Assist in providing resolution to billing disputes.

06/94-08/98 American Express Jacksonville, FL

Platinum Card Customer Service Representative Salary 42,000/yr

Assist prospective customers with credit card applications and review manual credit decisions.

Enroll existing customers in appropriate awards programs to utilize each program to its fullest extent.

Cross-train for personal gold and platinum card customer care.

Assist card members with account statement reconciliation and credit approvals.

EDUCATION

8/90-5/94 Edward H. White High School Jacksonville, FL

Diploma, Pre-College Curriculum

Voted most likely to succeed.

Achieved a combined SAT Verbal and Math score of 1360.

SKILLS

Excellent communication skills and nine years experience in customer service, interpersonal interaction, problem-solving, customer dispute resolution, and management.

Ability to multi-task and work in high volume, fast-paced environments, outstanding self-motivator with a history in helping fellow associates and providing top-notch customer support, great leadership skills with strong organizational ability, employee understanding.

Call center and telephone support background, ability to assist existing customers and market products to new ones, clear and friendly speaking voice.

IT training and experience includes Microsoft Office programs Word, Excel, PowerPoint, and Access (versions 95 to Vista); Windows 9x; Windows NT/2000/XP, MS-DOS.

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