Michael Ford Jr.

***** ***** ****** **

Corona, CA 92883

951-***-****

ad0nz4@r.postjobfree.com

Objective: CUSTOMER SERVICE REPRESENTATIVE

Qualifications:

United States Marine Corps Veteran- (Primary Specialist/Field Artillery/Armor Tech)- Honorable Discharge

Excellent Customer Service and Communication Skills

Ability to utilize company resources to provide information and offer solutions

Possess excellent analytical and problem-solving skills, ability to constructively resolve conflict

Able to respond to external and internal customers, greeting and assisting customers

Professional, energetic, and positive attitude

Experience:

01/18 to 09/23. ARS Rescue Rooter Corona, CA

Customer Service Specialist

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Responding promptly to customer inquiries.

Communicating with customers through various channels.

Acknowledging and resolving customer complaints.

Knowing our products inside and out so that you can answer questions.

Processing orders, forms, applications, and requests.

Keeping records of customer interactions, transactions, comments, and complaints.

Communicating and coordinating with colleagues as necessary.

Providing feedback on the efficiency of the customer service process.

Ensure customer satisfaction and provide professional customer support.

08/22 to 11/22 Williams Sonoma Fontana, CA Customer Service Tier 2 Support

Provided excellent customer service by greeting and assisting customers in a professional manner

Completed returns, contacted clients regarding delivery service, documented calls into database system

Researched customer complaints regarding delivery issues, and prioritizing quality control for products

06/19 to 07/20 Veteran Resource Center Norco College Norco, CA

Customer Service Specialist

Maintained customer satisfaction with forward-thinking strategies focused on customer needs and resolving concerns

Provided customer support to internal and external customers

Maintained and managed customer files and database, answered phone calls promptly to ensure low wait times

02/15 to 05/18 Brillian Minds Academy Bakersfield, CA

Owner/Operator

Managed day-to-day business operations, performed statistical analyses gathered data for operational team needs

Trained and developed team members to build human capital

Used market trends to create value-added solutions resulting in significant increase in revenues

Evaluated suppliers to maintain cost control and to improve operations

12/10 to 09/14 Symantec Corporation Culver City, CA

Help Desk Support Specialist

Evaluated user problems by utilizing test scripts, personal expertise, and probing questions

Patched software and installed new versions to eliminate security problems and protect data

Removed malware, ransomware and other threats from laptops and desktop systems

Configured hardware, devices, and software to set up workstations for employees

Received outstanding ratings on yearly performance reviews, with top marks-on teamwork, customer service, excellent communication, and technical problem solving

02/06 to 03/10 New Century Mortgage Irvine, CA

End User Support Technician

Evaluated user problems by utilizing test scripts, personal expertise, and probing questions

Patched software and installed new versions to eliminate security problems and protect data

Answered incoming calls, resolved problems, and elevated issues with appropriate support and tech teams

Provided technical support to over 7000 internal users, and troubleshooting personal computer

Education:

Norco College- Associate of Communication, Media, and Languages Norco, CA

Norco College- Associate of Science Degree in Behavioral Sciences Norco, CA

United Education Institute- Computer Networking Certificate Santa Ana, CA

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