Customer Service Business Development
Resume:
MICHAEL ADAMS
****************@*****.***
SUMMARY
Excellent customer service, interpersonal, and communication skills
Strong organizational, decision-making, and problem-solving skills
Microsoft Office proficient. Word, Excel, Outlook, PowerPoint, OneNote, Visio, Flow, Teams, and SharePoint, Zoom, multiple remote access software for tech support
Technology and Mechanical Problem-Solving Skills
Excellent verbal and written communication skills
Ability to read and comprehend instructions and information
Strong focus on team and mission with the ability to work independently as needed.
Resources Allocation
Work Planning and Prioritization
Verbal and Written Communication
Staff Management
Business Planning
Issue Resolution
Relationship Building
Employee Training
New Business Development
Strategic Decision-Making
Administrative Management
Staff Development
Computer systems from DOS, Windows 3.1,
through Windows 11 version 22H2
SKILLS
Sales Tracking
Problem Anticipation and Resolution
Hiring and Onboarding
Records Organization and Management
Goal Setting
Performance Evaluation and Monitoring
Operations Oversight
Customer Service Management
Policy Development and Enforcement
Process Improvements
Quality Assurance
Decision Making
EXPERIENCE
SPECIAL PROJECT
REMOTE
App development 01/2022 to 05/2022
Developed an app from start to finish
Create forms using Jotform Enterprise
Automate workflows using Integromat, (now “Make”)
Set up scenarios where upon completion of a form information would populate a spreadsheet in cloud storage, a second wavier form would then be sent to new customer, with certain triggers within the form an email alerts would be generated and sent automatically, next a new customer would be generated and their information would populate in the business’ QuickBooks Online Account, also new customer information would populate in their CRM. After wavier form is initialed, signed, and date/time stamp a PDF of that signed form would be created and then attached to that customer in QuickBooks
The complete process was set up on, and all customer information stored, on a HIPPA Compliant Server
Source multiple tablets, stirp all unnecessary preinstalled apps and install developed app for this use
PowerPoint created full demonstration start to finish of the progression of the process
SOP manual created for distribution to the over 200 locations SPECIAL PROJECT
BRANDON, TAMPA, CLEARWATER, FL
PCI Compliance Project 03/2018 to 04/2018
Set up three locations to meet new PCI compliance requirements of their credit card merchant services provider
Learn all rules and regulations concerning PCI Compliance
Develop network reconfiguring strategies to incorporate SonicWall hardware firewalls
Create complete Policy and Procedure manual for PCI Compliance
Source equipment, run network cables, set-up firewalls at each of three locations
Train multiple employees on being PCI Compliant
COMPUTER SERVICES OF TAMPA BAY
Tampa, FL
Business Owner/Operator 01/2004 to 12/2009
Developed business from ground up
Generated policy and procedures (PnP) for all position
Prepared and maintained accurate business records
Kept records for production, inventory, income, and expenses.
Created Standard Operating Procedures (SOP)
Managed operations, budgeting, accounts payable and accounts receivable, inventory and payroll.
Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
Interviewed, trained, and supervised employees.
Mentored and trained new hires on sales techniques and customer service procedures.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Improved company's quality and productivity by streamlining systems and processes.
Determined pricing for products or services based on costs and competition.
Reconciled daily sales, prepared bank deposits, and assessed financial transaction reports. LINDEL VOLKSWAGEN HONDA
Tampa, FL
Parts Sales Representative/, Special Order Special 01/2001 to 12/2003
Operated point of sales and parts lookup computer systems.
Answered inquiries, resolved problems, and finalized parts sales at counter and by telephone.
Assisted retail, wholesale, and service customers with selecting optimal parts for different needs.
Boosted sales by capitalizing on cross-selling and upselling opportunities.
Received, examined and reshelved returned parts.
Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model and year.
Kept sales and counter areas organized and clean to give positive first impression to visitors and customers.
Coordinated restocks by working closely with parts manager to fill critical gaps.
Supported service department by expertly pulling parts and updating records.
Coordinated and executed daily parts deliveries to local businesses.
Updated customer and vendor accounts with each purchase to support accurate billing.
Opened crates to replenish stocked items in proper aisles.
Received and stocked incoming merchandise, arranging items in correct locations.
Placed inventory numbers on parts to properly identify items for counter associates.
Performed quality control inspections on parts and packaged parts for delivery or sale.
Assisted Parts Manager with cycle counting for inventory control.
Coordinated security operations, equipment, and personnel to protect employees and property.
Developed and implemented programs to safeguard assets. FERMAN ON FLORIDA CHRYSLER/JEEP/MAZDA/ACURA
Tampa, FL
Automotive Service Advisor 05/1998 to 11/2001
Welcomed incoming individuals and ascertained needs by asking open-ended questions.
Handled telephone inquiries regarding appointments and work in process.
Answered phone calls and responded to questions and concerns.
Actively listen to customer's issues, arrange appropriate service levels, based on service delivery standards
Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
Explained amount for expected services and provided detailed answers to customer questions.
Review service history with clients and make recommendations based on needs, requests & concerns.
Recommended additional, useful services to customers to increase overall sales.
Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
Examined records and papers to verify warranty and service contract coverage.
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Describe automotive issues and systems to customers to help them understand their vehicle problems.
Performed in liaison role between customer and service technician.
Follow-up with customers via phone or e-mail regarding service experience for customer retention reporting.
Earned highest marks for customer satisfaction by providing exceptional care and service. COMPUTER CITY
Tampa, FL
Small Business Sales Consultant 05/1993 to 12/1998
Developed new sales opportunities through phone calls, e-mail campaigns, networking and other prospecting methods.
Conducted needs analysis to determine customer requirements and expectations to recommend specific products and solutions.
Served as direct point of contact for customers and regularly followed up to update information and resolve issues.
Recorded sales activities, opportunities, and sales in CRM program to optimize marketing strategies, improve upselling efforts and enhance customer relations.
Leveraged software and tools to generate contracts, quotes, and invoices.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Identified customer needs by asking questions and advising on best solutions.
Drove sales of company products and services by meeting with customers using strategic and organized approach.
Produced sales documents, finalized deals, and filed records.
Increased profitability and revenue by generating sales.
Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
UNIVERSITY COMMUNITY HOSPITAL
Tampa, FL
Emergency Room Technician 02/1989 to 12/1992
Worked with doctors and nurses to provide immediate medical care to patients in the emergency room. Their duties include:
Monitoring vital signs: Checking a patient's blood pressure, heart rate, and temperature
Assisting with procedures: Helping doctors and nurses with tasks like removing objects from the skin, stitching wounds, and starting IV lines
Collecting samples: Taking blood, stool, and urine samples from patients
Providing support equipment: Fitting patients for crutches and casts, and teaching them how to use support equipment
Communicating: Talking to patients, families, and visitors to provide information and updates on a patient's condition
Maintaining records: Compiling medical paperwork, including discharge instructions, medical aid documentation, and aftercare guidelines
Providing basic care: Giving patients food and water, and providing minor treatments under the direction of doctors
Be calm, patient, courageous, quick-thinking, and good communicators. Work well in a high-stress environment and multitask.
UNITED STATES AIR FORCE
National Security Agency, MD
Communication Intelligence Analyst 12/1975 to 12/1979
Conducted and supported analysis of information operations (IO) intelligence related to political, economic, social, cultural, physical, geographic, technical, or military issues in specific foreign countries.
Supported operational planning and execution of intelligence operations (IO) and military information support operations (MISO).
Gathered details about enemy forces, troop movements. strengths, tendencies, and activities.
Provided real-time incident reporting to internal members and clients on threats to key sectors.
Contributed to and supported strategic and operational planning teams developing information operations
(IO) and military information support operations (MISO) organizational, personnel, equipment, and fiscal resourcing concepts.
Collected, reviewed, and processed intelligence information for senior personnel.
Prepared briefs and intelligence presentations and disseminated to appropriate stakeholders.
Developed and distributed intelligence products focused on field operations.
Assessed intelligence data to predict future enemy activity.
Identified potential and existing threats and vulnerabilities.
Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to critical intelligence.
EDUCATION AND TRAINING
ASSOCIATE OF SCIENCE: SIGNAL/GEOSPATIAL INTELLIGENCE 06/1976 Goodfellow School of Applied Cytological Sciences, San Angelo, TX PSYCHOLOGY AND COUNSELING
Liberty University, Lynchburg, Virginia
ADDITIONAL INFORMATION
Certified Instructor Trainer for the American Red Cross, Volunteer during the 1990's
Instructor in CPR, BLS, First Aid.
Certified Disaster Shelter Supervisor
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