Customer Service Social Media

Michael Caprio

862-***-**** https://www.linkedin.com/in/michael-caprio/ https://www.mikecaprioauthor.com/

Objective:

Experienced professional with a background in journalism, publishing, editorial work, marketing, social media, web design, customer service, account management, volunteer work, and published writing. Seeking a position in publishing, editorial work or customer service where I can utilize my strong communication skills, passion for storytelling and proven track record in customer service and account management.

Work Experience:

Account Executive, Critical Pay Solutions, May 2023- Current.

●Account Management: Managing relationships with existing clients to ensure satisfaction, retention, and upsell opportunities.

●Needs Assessment: Conducting thorough needs assessments to understand clients payroll and HR needs and recommending appropriate solutions.

●Product Knowledge: Maintaining a deep understanding of the company’s payroll and HR solutions and how they can benefit clients.

●Collaboration: Collaborating with internal teams, such as sales support, implementation, and customer service, to ensure client needs are met.

●Client Acquisition: Identifying and acquiring new clients through prospecting, networking, and relationship building.

Customer Service Representative, iSolved, March 2022-May 2023.

●Assisting Clients: Providing assistance to clients regarding payroll-related inquiries, such as paycheck issues, tax withholding, and direct deposit setup.

●Resolving Issues: Resolving client issues and complaints in a timely and professional manner, ensuring client satisfaction.

●Compliance: Ensuring compliance with state and federal payroll laws and regulations, such as tax requirements and wage and hour laws.

●Documentation: Maintaining accurate records and documentation of client interactions and transactions.

●Quality assurance: Conducting quality assurance checks to ensure payroll data accuracy.

●Team Collaboration: Collaborating with other team members to ensure smooth operations and excellent customer service.

Education:

Bachelor of Arts in Communication and Journalism

Ramapo College of New Jersey, 2021

●Lambda Pi Eta Honor Society Secretary

Published Work:

“A Bump in the Road: My Medical Journey over Potholes, Detours and the Bridge to Gratitude.”

●Memoir detailing me and my family's personal medical journey with a rare genetic disease that has been in our family for four generations, showcasing storytelling abilities.

Volunteer Work:

Fight Colorectal Cancer (FightCRC) Volunteer

●Help contribute to the Resource Champions, Gratitude Team and Advocacy groups for FightCRC.

●Donating my book to members as a resource.

● Have signed bills to help pass legislation in my state to help people with colorectal cancers.

● Encouraged screening for early detection via social media campaigns.

●Communicate with other survivors of colorectal cancer and help them with their struggles.

Skills:

Payroll processing, Knowledge of Payroll Software (Evolution, iSolved, Apex/CompassOne), Understanding of Payroll Law, Attention to Detail, Time Management, Communication Skills, Problem Solving Skills, Customer Service, Organizational Skills, Teamwork, Client Confidentiality, Conflict Resolution, Active Listening, Empathy and Patience, Positive Attitude, Writing Skills, Creativity, Research Skills, Editing and Proofreading, Marketing and Promotion, Persistence, Networking and Self Motivation.

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