Customer Service Representative
Resume:
Kevin C. Misfeldt
Pinellas Park, Florida 33781
***************@*****.***
Objective
Reliable, detail oriented Business Manager, is seeking a position with a firm that will fully utilize my management, sales, customer service, and personnel experience. A blend of strong technical and interpersonal skills form the basis for strong management leadership while offering independent work performance, meeting quotas and solid team participation for bottom line results. Demonstrated ability to achieve significant results and meet objectives by developing strategies, setting goals, and finalizing tasks for success.
Summary of Qualifications
Results-Oriented, reliable, goal-driven Business Manager who consistently sees tasks through to successful completion.
High-energy with strong work ethic always ready to meet new challenges.
Excellent problem identification and trouble-shooting skills with quick and proper resolutions.
Outstanding interpersonal and communications skills
Developed programs, policies and procedures regarding the orientation of personnel.
Education
Marycrest College - Davenport, Iowa - B.A. Communications
Experience
Surepayroll Senior Custromer Service Representative 2022 to 2023
Provide an exceptional service experience for SurePayroll customers handling incoming contacts from current clients regarding previously run payroll, payroll tax filing and ancillary services
Handles inbound calls and online chats with SurePayroll clients in a contact center environment, helping clients with items such as: issues with previously run payrolls and questions regarding their account information to ensure accurate payroll processing and payroll tax filing
Handles escalated and complex issues regarding clients' accounts
Troubleshoots payroll issues with clients such as: direct deposit reversals, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions and benefits, assist with account setup for banking, employees and account administrator information to assist clients in running payroll and ensuring the accuracy of past and future payroll and account data
Researches client issues and partners with other Customer Service, Tax, Advances Resolution/Amended Return, Payroll Operations and Finance team members to resolve issues affecting clients' accounts
Completes paperwork for, and ensures processing of, billing issues, amended tax returns, voided payrolls, direct deposit reversals and payroll adjustments
Notate client contact in SalesForce.com system to document issues with their account and ensure that others servicing the client understand the interactions that have preceded the current issue
Continually builds payroll, payroll tax and SurePayroll systems knowledge through a mixture of classroom training, self-guided learning and research (such as on www.irs.gov) to better serve our clients
Treats customers in a friendly and helpful manner, building confidence in our service and ability to help them resolve their issue(s)
Manages call and hold time service levels to increase our ability to service all incoming contacts and provide excellent service for each caller/chat client
Makes efficient use of time out of the call/chat queue to complete necessary paperwork, conduct research into client inquiries and contact clients to provide resolution if necessary
Provides advice, guidance and mentoring to less senior staff members to aid the department's efficiency
Audit Systems Inc. 2014 to 2021
Customer Service Representative
Contact and produce payments from customers with consistently acceptable results
Collect past due and over limit accts utilizing predictive dialing system
Establish effective payment plans with past due customers
Consistently obtain or exceed client's goals, expectations and standards
Accurately assess actions, most appropriate on each call, to help produce desired results
Perform acct maintenance and document collection action
Practice and adhere to client specifications and demonstrate dignity, respect, assertiveness and firmness w/customers regardless of behavior
Mercantile Adjustment Bureau 2010 to 2014
Customer Service Representative
Contact and produce payments from customers with consistently acceptable results
Collect past due and over limit accts utilizing predictive dialing system
Establish effective payment plans with past due customers
Conduct thorough acct research to locate customers
Reverse fees and other acct. maintenance following established procedures
Consistently obtain or exceed client's goals, expectations and standards
Accurately assess actions, most appropriate on each call, to help produce desired results
Perform acct maintenance and document collection action
Skiptrace acct using tools provided
Practice and adhere to client specifications and demonstrate dignity, respect, assertiveness and firmness w/customers regardless of behavior
Plan First a/k/a National Foundation for Debt Management 2004 to 2009
Quality Development Analyst
Develop policies and procedures establishing goals and objectives to enhance and streamline the companies systems resulting in increased revenues.
Implemented monitoring methods to establish quality standards through recruitment and training of associates both individually and through associate conferences.
Initiated new A/R procedures while acting as a liaison between associates and department managers.
Integrated Credit Solutions 2002 to 2004
Customer Service Representative
Manage various performance/productivity objectives through the use of a in-house call system while directing all aspects of production and product support operations.
Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer feedback.
Interpersonal skills and ability to work well in a team environment collaborating effective methods of streamlining operations to generate extensive growth.
Budget Self Storage 2000 to 2002
Property Manager
Overseeing the day to day operations for a 800 unit storage facility with $1 Million annual sales.
Initiated policies and procedures regarding unit sales, collection of fees, leases, evictions, and property maintenance.
Sherwin Williams, Inc. 1990 to 1997
Territory Sales Representative
Interfaced with management and sales representatives to improve productivity through utilization of strong organizational and analytical skills.
Negotiated with external vendors while implementing procedures to monitor merchandise displays increasing sales by 3.5%.
References available upon request.
Kevin C. Misfeldt
82177 E Street
Pinellas Park, Florida 33781
***************@*****.***
Dear Personnel Director:
Finding the right person for a job is often difficult, costly, and at times disappointing.
However, if you are in need of a reliable, competent, and well-organized individual for your management or sales staff, I have the ingenuity and dedication to fill the position.
As a self-motivated Business Manager, my success to date has come from setting and meeting challenging goals. I have the reputation for aggressively expanding the client base, developing and implementing business projection plans that are congruent with the company’s annual goals, and building long-term, mutually beneficial relationships with individual customers and outside corporations.
I have sound knowledge of daily operations and strategies, and have been successful in recruiting new business and negotiating with external lenders. I am highly productive, profit oriented, cost conscious Business Manager who is now seeking an opportunity where my experience and qualifications can be put to use in a company committed to quality of product and profitable growth.
I am confident I can provide leadership and exceed quotas to be mutually beneficial for
both myself and your corporation. I would welcome the opportunity to meet with you and discuss ways in which my capabilities could be directed to suit your needs.
I look forward to talking with you in the near future. Thank you for your time and consideration.
Sincerely,
Kevin C. Misfeldt
Enclosure/2/KCM
Resume
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