M ichael Metcalf

**** ********* ****.

Stow, Ohio 44224

330-***-****

abgm77@r.postjobfree.com

ED UCAT ION

Fortis College C uyahoga Falls,

OH

Graduation: October 13, 2012

• HVAC-R, (Installation and servicing of furnaces-gas, propane, electric, oil, air

conditioning systems, commercial refrigeration, heat pumps; brazing, ductwork).

• Obtained 608-Universal Certification

• OSHA 10 Hour Training Certification

EXPER I ENCE

Custom Mover Services Stow OH

04/2012-10/2012 Dispatcher

• Dispatch third party services for moving companies, who have requested the work

for clients.

• Locate and negotiate rates with non-managed technicians to perform services.

T he Ber ry Company (Contractor through Randstad) Hudson, OH

2011-2012 Collections Representative

• Work with Outside Collection Agencies to supply documentation for accounts.

• Maintain account status based reports.

• Answer inbound calls from customers with questions regarding accounts sent to

collections, and, if applicable, set up payment plans, as well as providing invoice,

payment, and billing info.

• Respond to queries from sales department to advise of balance due and agency

w here account was placed.

Homesite I nsurance Group Akron, OH

2009-2011 Sales Advisor

• Received inbound calls from customers regarding insurance sales.

• Advised customers of the appropriate coverage available.

• Followed up with customers after quote has been completed.

• Worked with mortgage and t i t le companies to coordinate billing for escrow accounts.

F i rstEnergy Corp. Akron, OH

2002-2009 Coordinator, Customer Care

• Directly supervised approximately 15-20 call center representatives, including starting

and ending service, new service applications, billing, credit and collections, and power

outage reports.

• Ensured customer satisfaction, improved call efficiency, lowered call abandonment,

i ncreased quality and p roductivity. Gave regular performance evaluations, and executed

d isciplinary action.

• Reviewed attendance, punctuality, time off, approved timecards, and schedule

adherence.

• Participated in call center capacity planning and daily adjustments.

• Handled escalated calls to find a satisfactory resolution for both the customer and the

company.

• On call rotation to handle emergency situations due to power outages and storms.

Monitored weather patterns (in storm related outages) in service territory and scheduled

reps to work non scheduled hours until emergency had been cleared. Conference calls

w ith other departments to help determine staffing needs.

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