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Customer Service Management

Sanford, Florida, United States
September 11, 2018

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David Mikhail

*** ******** *** ******* ** 321-***-****

Summary of Qualifications

Results-oriented professional with over 10 years of experience

Strong interpersonal skills, excellent oral and written communication skills

Typing ability 85 WPM & Proficient in MS Office (Word, Access, Excel, Outlook), CRM, POS Systems

Customer Success: Experience working with global teams, managing small-to large accounts, successfully oversaw the retention of accounts. Being culturally adaptive, understanding the customers’ needs. Maintained a good performance in customer service relations.

Operations: Managed day-to-day activities and operational costs, managing schedules, personnel management, and inventory replenishment. Oversaw budgets, and purchasing for departments.

Management: Over 5 years of managing performance, staff promotions, review of works performed, training, and staffing

Areas of Expertise: Operations, Sales Management, Benefits Administration, Public Outreach, Marketing, Customer Service, Management, Inventory


Ashford University, Orlando Fl

Associates Degree in Business Management

Ashford University, Orlando Fl

Bachelor's Degree in Business Management

Ashford University, Orlando Fl

Master's Degree in Business Management Exp Grad- June 2018

Professional Experience

Collection's Specialist, AT&T; Orlando FL 2016 – Present

Main point of contact for all customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.

Tasked with working in multiple queues/skill sets over various customer contact channels.

Successfully retained over 95% of customers by providing excellent customer service and account resolution services.

Responsible for utilizing mechanized systems to initiate and complete service orders and handle customer requests.

Continually maintain working knowledge of all company products, services and promotions.

Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for wireless bills and accessories.

Admin Assistant, Law Office of Camille R. Martin, P.A., Deland, FL 2016-2017

Promoted twice in a 6-month, excelled in administrative management and received superior performance ratings.

Assisted attorneys with monthly Legal Aid Clinic and drafted legal documents for review by attorney.

Maintained attorneys calendar, scheduled hearings, mediations, and consultations.

Performs legal research or court documents, title records, statutory and case law.

Managed the procurement of goods, services, and oversaw the purchasing budget.

401 K Specialist, AON Hewitt; Orlando FL 2012 - 2016

Conducted team meetings and one on one performance evaluations for a team of 5.

Task with policy and procedures management along with audit and operation compliance.

Onboarding point of contact, Served as a training facilitator for new and transfer hires.

Provided on-site service and education to assigned client base to expand current plan enrollment and participant base and enhance the investment knowledge of plan participants in the assigned cases.

Provided individual counseling to current plan participants and non-participants while proactively increase plan participation and participant savings rates within assigned accounts.

Production Lead, Orbitz; Poinciana FL 2010-2012

Led, trained, and coached manufacturing staff to ensure requirements are met for production, fulfillment, and employee safety.

Task with policy and procedures management along with audit and operation compliance.

Maintained 100% compliance procurement rate, ensured purchasing requirements were in line with corporate standards.

Act as department communicator during status meetings, management updates, and staff shift changes.

Used lean six sigma principles to perform manufacturing processes that helped fulfill production goals.

Other Relevant Experience

Assistant Store Manager, Subway, Wildwood, FL 2009-2010

Crew Trainer, McDonalds, Ocala, FL 2007-2009

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