Michael L.

Beaver

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

Redding, CA 96003

ac3owq@r.postjobfree.com

937-***-****

Skills Summary:

Ten years of customer service experience.

Six years of call center experience.

Desire to follow customer issues through to resolution. Adept with Windows based computer systems (as technician and user). Adept with Microsoft Office Suite including Excel and Access. Adapts to new systems.

Possesses excellent diagnostic logic and problem solving skills. Possesses clearance - Position of Trust for TRICARE program. Develops contact network across the organization.

Ed ucatio n :

Sinclair Community College A.A. Liberal A rts and Sciences, F all 2 007

I ncluded Coursework:

American Sign Language

Small Group Communication

Wright State University International Studies, Coursework towards B.A

Honors: D ean’s list 3 consecutive quarters

Included Coursework:

Spanish up to intermediate level

Advanced Mathematics through Calculus III

Michael L. Beaver

Selected Wo r k E x perience:

9/2013-Present Customer Advocate, Customer Solutions Center, M etLife

• Responds to inbound customer website feedback for multiple business websites, and record responses in a database.

• Performs requested updates and changes while conforming to security requirements.

• Coordinates completion of fixes/changes with other departments as necessary.

• Handles complaints per compliance requirements.

• Developed a template system for consistent response processing

• Compiles data and process reports as necessary from compiled data.

• Develops semi-automated processes for increased efficiency.

• Obtained and retains TRICARE certification – Security Clearance: Position of Trust.

12/2012-9/2013 CSR II eSupport, Customer Service Sales Group, M etLife

• Responded to inbound customer website feedback for multiple business websites, and record responses in a database.

• Performed requested updates and changes while conforming to security requirements.

• Coordinated completion of fixes/changes with other departments as necessary.

• Developed a template system for consistent response processing

• Compiled data and process reports as necessary from compiled data.

• Developed semi-automated processes for increased efficiency.

Michael L. Beaver

937-***-**** – ac3owq@r.postjobfree.com

Michael L. Beaver

11/2010-12/2012 Customer Service Consultant, M etLife Auto & Home Insurance

• Guided policyholders through coverage questions and policy benefits.

• Completed changes to policies on behalf of customers, lien holders and agents.

• Identified and resolved ongoing issues with customer accounts.

• Ensured proper forms are sent, received and processed.

• Utilized complex software to access procedural, policy and accounting information.

• Exercised sound decision making abilities and research skills in an environment where oversight can be very limited.

• Referred customers to appropriate internal and external departments as needed. Offered cross product promotion and a friendly demeanor on every call.

5/2006-5/2007 E ntrepreneur, Onika Security

Solutions

● Worked closely with business owner to pioneer technical end of a small business.

5/2006-5/2007 I ndependent Sales Agent, West

Telemarketing LP

● Processed i nbound sales phone i nquiries o n v arious products u sing individually customized i nterfaces a nd s cripts through a r emote terminal interface.

7/2001-9/2002 Communication Assistant, USA Relay

Telecommunications

Michael L. Beaver

937-***-**** – ac3owq@r.postjobfree.com

Michael L. Beaver

● Provided confidential, transparent line of communication between deaf/hard of hearing and hearing clients through the use of teletype

(TTY) and other specialized computerized interfaces. References:

Elmer Querubin, P ersonal Development Coach and Police Officer

937-***-**** – ac3owq@r.postjobfree.com

Shawn Tackett, P ersonal Reference

937-***-**** – ac3owq@r.postjobfree.com

Ashley Davis, C ontract Specialist, WPAFB

937-***-**** – ac3owq@r.postjobfree.com

g

Christopher Burns, F ormer Supervisor – MetLife

555-***-**** – ac3owq@r.postjobfree.com

Christopher Burns, F ormer Supervisor – MetLife

937-***-**** – ac3owq@r.postjobfree.com

Firstname Lastname, J ob title

555-***-**** – ac3owq@r.postjobfree.com

Michael L. Beaver

937-***-**** – ac3owq@r.postjobfree.com

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