Customer Service Representative

Michelle Mikos

**** *. ******** **. ***. ***-*** Phoenix, AZ. 85041

*************.*******@*****.***

Professional Summary

Analytical and results oriented professional with experience in private, public, and startup companies. Proven track record in providing excellent customer service, project management, leadership, collections, and fraud prevention. I am seeking to obtain a position where I can utilize my analytical, leadership, communication, negotiation, and customer service skills. Professional Experience

Roto Rooter Tempe, AZ 06/2024-Present

Dispatcher and Customer Service

• Dispatch Service Technicians to various types of service calls utilizing information supplied by the customer. Oftentimes calling the customer back to ask more detailed questions to ensure the correct tech is sent.

• Cover my co-workers’ regions for breaks and lunch.

• Handle overflow customer service calls for the whole country scheduling, rescheduling, and cancelling calls as needed. ANCO Sanitation Systems, Inc. Phoenix, AZ 02/2023-09/2023 Administrative Assistant for Service, Installation, and Shop Fabrication

• Dispatched Service Technician using Service Fusion to jobs utilizing information supplied by the customer.

• Processed invoices for prompt payment using Service Fusion. Worked with the Shop Manager to ensure we charged the customer for the correct parts used on the job.

• Completed and closed out over 300 old service calls so they could be invoiced. Collected on invoices that were past due by over six months.

• Scheduled Installations for new equipment, working with Installation Manager to ensure the site was ready and the equipment was delivered on time. Worked with third party for delivery.

• Checked equipment in for servicing in the shop and out when servicing was finished. Magnus Title Agency Phoenix, AZ 02/2022-09/2022

Assistant Title Officer for Magnus and multiple Joint Venture Title Agencies

• Trained to be a Title Examiner by opening New Orders, reviewed Property Chains, General Index names, attached all necessary legal documents for Title Officer to review, fulfilled Amendments to Commitment Reports, reviewed and completed Recordings with the appropriate County, completed and sent final Title Insurance Policies to both buyer and lender, and compiled and sent Monthly Underwriter Reports.

• Tracked all New Orders for Magnus ensuring they were completed within a specific time frame by the Title Officers.

• Trained new hires in office processes and computer programs. Fiserv Phoenix, AZ 09/2017–02/2022

Bank of America Bill Pay, WEB Bill Pay, Claims/Email, Social Payments, and Co-ASP Customer Care

• Provided outstanding service to Bill Pay customers with online assistance and payment investigations.

• Assisted callers with their Zelle or PopMoney profiles in order to receive/send electronic payments.

• Worked payment research claims via phone calls and emails from customers.

• Assisted bank and credit union members with Online Banking access, and password reset.

• Developed new hires and peers, for Bank of America, WEB, and SP via real-time coaching. JP Morgan Chase & Co. Tempe, AZ 04/2015-03/2016

Telephone Banking Customer Care

• Provided excellent service to Banking Customers through online assistance, utilized LexisNexis to verify callers.

• Develop new hires and peers via NICE call listening, assessments, and sit-a-longs.

• Handled peers’ customer escalated calls.

• Assisted Team Manager with coaching of peers through NICE call listening and assessments. American Express Phoenix, AZ 08/2010-09/2014

Merchant Services Customer Care Professional 09/2013-09/2014

• Assist internal Merchants through in-bound calls; utilized LexisNexis to verify callers and enroll new merchants.

• Consistently shared best practices with peers increasing their knowledge and driving performance.

• Assisted Team Managers with coaching peers through NICE call listening and call assessments.

• Handled escalated customer calls.

OPEN SC ITL (Small Business Card Interim Teal Leader) 04/2011-09/2013

• Managed up to 17 employees (per team) focusing on customer service, sales, and following proper policies and procedures.

• Created in-house contests to drive employees to greater metrics in customer satisfaction surveys, sales offers / sales, providing Legal Disclosures, and following Call-Flow.

• Raised survey responses from customers to teams of in-bound representatives by 80%.

• Was ranked in the top three of Team Leaders, for metrics, for the whole of my tenure. OPEN TSC CCP (Small Business Card Telephone Service Center Professional) 08/2010-04/2013

• Developed peers via coaching, NICE call listening, and assessments.

• Chosen for ITL Program (Internal Team Lead training) by upper management due to recommendations of all the current Team Leads.

• Created and distributed an IT troubleshooting document to lower calls to IT. This caused fewer representatives to be out of adherence and unavailable for incoming calls by over 60%.

• Created in-house contests to drive employees to greater metrics in customer satisfaction surveys, sales offers / sales, providing Legal Disclosures, and following Call-Flow.

• Raised survey responses from customers to teams of in-bound representatives by 80%. Verizon Wireless Chandler, AZ 06/2000-01/2009

Sales Operations Consultant 04/2004-01/2009

• Successfully managed 19 high level accounts totaling over $3 million dollars annually and all sponsorships totaling over $10 million dollars annually.

• Developed, implemented and managed marketing budget and projects.

• Coordinated, staffed, and implemented area wide events promoting a positive branding of the company.

• Partnered with company attorneys to negotiate contracts and approval of legal documents ensuring compliance with State and Federal laws.

• Assisted retail stores in coaching their employees of the launching of new price plans or equipment by developing and providing employees competitive comparisons and informational one-sheets. Sales Operations Coordinator 05/2003-04/2004

• Created and coordinated tracking of escalated issues and their resolutions for “Local Number Portability Launch”. The document was given to the FCC for enforcement of the then new, Federal law.

• Updated and managed retail personnel changes in internal systems, tracking new hires, transfers and attrition; ensuring all sales representatives up to Regional Managers received proper payouts.

• Administrated expense reports, meeting agendas and support documents, travel arrangements and Outlook bridge lines.

• Developed and administered management seminars and meetings for the region (four states). Sr. Representative Collections Schaumburg, IL 06/2000-05/2003

• Lowered bad debt for the region’s equipment sales by collecting over $5 million dollars that was considered uncollectable, increasing revenue.

• Discovered and investigated internal fraud within the region which resulted in over 50 arrests. Over 4,000 accounts that totaled over $28 million dollars in fraudulent sales, service and equipment.

• Partnered with high-level management and programmers to develop and implement new company policies and procedures preventing future financial loss and increasing accountability.

• Chosen to have recordings of collections / customer service phone calls used to train new and current in-bound representatives in proper call handling with an emphasis on customer service and collecting, while following proper procedures and policies.

• Handled escalated customer calls.

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