Customer Service Representative

MICHAEL DAVIS

Cellular: 678-***-**** Email: ************@*****.***

CAREER PROFILE:

Delegated detail oriented ethical professional with over 15 years of professional experience in Administrative Support, Customer Service, UPS Supply Chain Logistic Services, and Data Base Management with a strong commitment to maintaining high service standards, workforce effectiveness, timely problem resolution, proven ability to work effectively in a fast paced environment, and consistently providing sound leadership.

CORE STRENGTHS & SKILLS

* Time Management * Case Management

* Management of Personnel Resources * Complex Problem Solving/Team Building

* Organization & Planning * Employee Training and Development

* Critical Thinking * Experience in MS Office, Word & Outlook

PROFESSIONAL EXPERIENCE

Fulton County Department of Senior Services – Atlanta, GA 02/2017 - Present

Community Information & Representative

Provides information and assistance services, guidance, education and address needs of all customers contacting the Fulton County Office of Aging STARline.

Provides APS (Adult Protective Services) referrals as needed. Code and document incoming APS (Adult Protective Services) referrals in Harmony and completes follow-ups on these referrals 100% of the time.

Sends and documents in Harmony emails to providers with referrals and clients information.

Provides resource information to help clients understand their problems and make informed decisions and possible solutions.

Completes comprehensive intakes of the clients being placed on the calendar for screenings using the established documentation templates as guideline to acquire the information needed.

Maintains an ethical and professional working environment at all times.

Keeps current on performance expectations and procedures as mandated in information and assistance by attending regularly scheduled training, workshops, and seminars. Have the ability to demonstrate the implementation of any changes or new directives immediately.

AARP Foundation-SCSEP Program - Atlanta, GA 05/2014 - 2017

Intake Enrollment Employment Specialist - Project Site Office

Title Five Federal Funded Grant Program

Assist the Project Director with screening of new recruits for program enrollment.

Evaluate candidates and process enrollee applications for the Senior Community Service Employment Program. Maintain appropriate client records in electronic database and hard files.

Coordinate the selection of applicants and complete documentation for enrollment; Manage enrollees Individual Employment Plans (IEP).

Conduct AARP-SCSEP Work Search Assessment System for all applicants.

Provides guidance, research, and issue resolution regarding AARP-SCSEP program offerings, enrollment criterial, participation policies and regulations, accessibility, demographics.

Enters and maintains concise intake enrollment/screening information in related databases.

Update AARP-SCSEP participant’s database on Enrollee Tracking System (ETS) and SPARQ program.

Enters all screening and intake enrollment activities into case management data base and responsible for securing all confidential documentations.

Represent AARP-SCSEP program in job fairs by contact and interaction with employers.

Analyzes trends intake, screening and enrollment data by identifies unusual events and/or consistent problem areas that may require attention. Develop and maintain effective Host Agency relationship.

Georgia Department of Labor/Cobb County – Atlanta, GA 05/2013 – 05/2014

Customer Service Representative, Part-Time/AARP Foundation - SCSEP

Assist customers with processing their unemployment applications and certification for weekly unemployment benefits. Filing and preparing information for orientation classes for new clients.

Greet and respond to customer’s inquiries and directed effectively to appropriate department. Communicate to customers concerning claims and provide additional information necessary according to their claim status.

Resolve customer complaints by identifying problems and refer information to appropriate claims examiner. Provide support to irate customers in resolving their issues to ensure customer satisfaction.

Randstad Staffing Agency – Atlanta, GA 01/2004 – 05/2013

Administrative Support/Customer Service

Process client’s payroll, taxes, and invoices

Handle daily heavy flow of paperwork and cooperated with accounting departments on invoicing and shipping problems.

Develop reputation as an efficient service provider with high levels of accuracy. Investigated and resolved customer inquiries and complaints in a timely manner.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spo.t

Dunbar Armored Services – Norcross, GA/ Driver Guard 03/2005 – 10/2007

Deliver valuables to customers such as banks, retail stores, restaurants, Federal Reserve Bureau of Engraving.

Conducted security audits per month to identify potential problems related to physical security, staff safety and asset protection.

Process and manage internal and external case sheets.

Operated armored trucks in a safe manner, abiding by all state and local driving regulations.

Elite Toners & Printers, Inc. – Atlanta, GA 08/2003 – 03/2005

Sales & Maintenance Specialist

Process all customer inquiries and comments thoroughly and professionally.

Answered customer questions about product availability and shipment times accurately.

Process and logged all daily shipping and receiving orders.

Process monthly allocations and chargeback reports.

Pitney Bowes Management Services – Atlanta, GA 06/1992 – 07/2003

Customer Service Representative/Team Leader, UPS Supply Chain Solution/Corporate

Investigate and resolved customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up customer service managers.

Adhered to all confidentiality requirements at all times.

Met and exceeded customer call guidelines including service levels, handle time and productivity.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Provide analysis and research support vital to implement procedures for cost savings and improve company profitability.

Manage a profit and loss inclusive of monitoring expenses, complying with administrative functions and ensuring billing accuracy.

EDUCATION

Business Administration/Marketing Durham Business College – A.A.S. Degree Durham, NC

ACCOMPLISHMENTS:

Oversaw all aspects of customer service, security, project management, and access control which resulted in more cost-effective services

Consistent performance despite facing odd situations

Garnered valuable knowledge at every stages of professional life

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