MICHAEL POISSON

*** */* ******** *** *, Providence, RI 02903

401-***-**** ad1k5b@r.postjobfree.com

Experience

POINT 32 HEALTH 08-23 - 10-23

Senior Products Analyst (Fully Remote)

Medical Transportation Management (MTM) 03-19-23 - 6-21-23

875 Centerville Rd

Unit 11

Warwick, RI 02886

Customer Service Representative – Remote

Thoroughly trained in extensive areas of customer service, computer applications, policy and procedures.

Managed incoming calls via automated call distribution (ACD) system to verify eligibility and coordinate non-emergent medical transportation for clients.

Listened and obtained information from clients in a professional, systematic, and organized manner.

Maintained flexibility in efforts to provide quality service to members and help MTM achieve business and operational goals.

Maintained acceptable abandoned call rates, average handle time, productivity percentage and attendance; as outlined by MTM standards.

Maintained confidential information standards within a fast paced environment.

Related to a diversity of customers and requests as well as identify with customer needs and circumstances.

Tactfully questioned and obtained necessary information to recognize, handle and refer situations of an emergent nature.

AAA Northeast - Remote 2016 - To 02/2023

110 Royal Little Drive

Providence, RI 02903

401-***-****

Customer Service/Call Center Representative

Takes road service calls while being mindful of members’ emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem. Utilizes department software, such as D3, MemberzPlus, Navigator, to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time.

Provides information to members on road service policies and procedures. Explains the benefits of AAA membership and sells memberships. Ensures that members are aware of costs associated with all services provided. When appropriate, advises the member of other AAA products and services, such as mobile battery replacement, windshield repair, Premier and PLUS Memberships, car rentals, and hotel reservations.

Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAANE Club members to appropriate Club for service.

Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls; acts as interface between Dispatch and members to enhance customer service.

Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction.

Other duties may be assigned.

P.F. Chang’s China Bistro, Boston, MA & Providence, RI 2011-2016

Restaurant Manager, Boston, MA

Provide leadership and assistance to the General Manager to ensure that all team members are guest-focused, team-focused, and community-connected. Exercise knowledge of restaurant operations, manage staff resources, provide counsel, develop and coach team members and help to build sales and profits while maintaining operating standards.

Responsibilities included:

•Manages the human resource function in the restaurant ensuring recruitment, selection, orientation, training, scheduling and performance management functions meet or exceed company specified criteria.

•Ensures the daily execution of the Mission Statement and Core Values.

•Complies with company policies, practices and procedures and communicates all changes to team members.

•Involved in local store marketing efforts.

•Understands the Profit and Loss Statement and helps create action plans for opportunity areas.

•Ensures overall food quality and handling, safety, security, service and cleanliness standards are met.

Created fun team building activities to engage staff in up-selling to meet revenue targets.

Restaurant Supervisor, Providence, RI 2012-2014

Ensures the daily execution of the Mission Statement and Core Values.

Supervised and trained employees

Responsible for opening and closing shifts.

Responsible for sales and answering customer questions related to food and preparation

Ensure excellent sanitation of all equipment

Responsible of all cash handling

Manages the human resource function in the restaurant ensuring recruitment, selection, orientation, training, scheduling and performance management functions meet or exceed company specified criteria.

Ensures the daily execution of the Mission Statement and Core Values.

Complies with company policies, practices and procedures and communicates all changes to team members.

Involved in local store marketing efforts.

Understands the Profit and Loss Statement and helps create action plans for opportunity areas.

Ensures overall food quality and handling, safety, security, service and cleanliness standards are met.

Bartender Server 2007-2011

Performed as a Bartender and Server for several restaurant concepts.

Education: Community College of Rhode Island 1980-1981

Rhode Island College, Providence RI 1981-1983

Business Management

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