Customer Service Representative
Resume:
Richard P Michalik
***** ********** *****, ****** **** FL 34609
Home: 352-***-**** - add794@r.postjobfree.com
Summary
Results-oriented customer service specialist with diverse background in management, customer service and operations. Dedicated to providing excellent customer service and making operational and procedural improvements. Highlights
Team management Scheduling
Focused on customer satisfaction Deadline-oriented Management of remote employees Excel and Access
proficiency
Skilled multi-tasker IEX software proficiency
Accomplishments
● Transitioned 12% of manual reports for Provider Back Office to Automated Reports saving the on average 16 hours in payroll on daily basis.
● Successful implemented Workforce Management into startup global insurance call center increasing schedule adherence by 9% overall with 6 months.
● Exceeded corporate target for customer satisfaction for 17 months in a row.
● Successful trained and implemented new international business travel product. Experience
National Accounts Supervisor
October 2018 to Current
United Rentals
● Working with National Account Companies to setup account with United Rentals National Accounts team to ensure smooth transitions into program.
● Supervise and support 12 National Account Coordinators. Assist them to support their incoming business by helping them optimize their rental conversion rates.
● Ensure our customers are getting the equipment they are requesting for the time they are requesting.
● Responsible for performance, human resources and Workforce management of team.
Workforce Reporting Supervisor
August 2016 to October 2018
United Healthcare – Telecommute
● Oversight on the creation of 85 manual reports for provider back office department.
● Supervised 3 Reporting Analyst to build and maintain reports for back office workforce management teams.
● Responsible for performance, human resources and Workforce management of team.
● Developed effective relationships with all workforce Operational departments through clear communication to determine actual need of reporting. Global Insurance Customer Service Supervisor
July 2013 to August 2016
United Healthcare - Tampa, FL
● Supervise 18 Customer Care Representatives and two Team leads. This group covers a 24 hour, 7 days a week international call center.
● Responsible for performance, human resources and Work force management for the Global Insurance Call Center.
● Developed effective relationships with all Operational departments through clear communication.
● Handle all call center reporting and data analysis, including reporting out to upper management.
● Worked hand in hand with Account Services team to provide 24X7 coverage to help resolve escalated issue for Cleints.
● Properly directed inbound calls in phone queues to improve call flow.
● Create and train new standard operating procedures and ensure compliance. Provider Relations Representative
August 2011 to July 2013
United Healthcare - Tampa, FL
● Provide high levels of customer service while staying within company guidelines.
● Provide member benefits to providers, Answer and resolve claims questions.
● Provided accurate and appropriate information in response to customer inquiries.
● Was Subject Matter Expert for incoming training classes. Customer Service Supervisor.
July 2007 to February 2011
Medco Health Solutions - Tampa, FL
● Coached CSRs to a high level of performance on the following: Quality on calls, Adherence to schedule and Average handle time (AHT) and average after call work
(ACW) by coaching to call behaviors to maintain a low call handle time and after call work time.
● Trained staff on how to improve customer interactions while maintaining call efficiency.
●
Workforce Analyst
June 2004 to July 2007
Medco Health Solutions - Tampa, FL
● Forecasted needs and adjusted future plans on multiple lines of business. Utilized Workforce Management tools(EIX, Avaya CMS) to observe agents actual state compared to agents scheduled state, and provide recommendations/actions based on those observations.
● Effectively manage Actual VS forecasted call flow and inventory to determine best course of action to maintain cost control and efficiency.
● Prepared and maintain daily, weekly and monthly reports and dashboards. Customer Service Representative
March 2002 to June 2004
Medco Health Solutions -Tampa, FL
● Provide high levels of customer service while staying within company guidelines.
● Provided prescription benefits to member, Answer and resolve retail pharmacy claims questions. Refilled mail order prescription.
● Provided accurate and appropriate information in response to customer inquiries. Associate Manager
August 2001 to December 2001
Sharp Electronics Corp. - Romeoville, IL
● Successful resolution of all Customer Complaints, Customer inquiries, capturing of accurate and timely data, handling the data analysis and reporting to upper management and appropriate departments and for the training and productivity of groups/teams.
● I coordinated activities where necessary with appropriate Regional Service and Service Engineering groups and
Marketing.
● Responsible for managing and maintaining voice and telephony support for Call Center and outsource vendor
operations.
Product Specialist / Supervisor
October 1999 to August 2001
Sharp Electronics Corp. - Romeoville, IL
● Manage and train technical support staff for high levels of customer service and technical knowledge.
● Providing advanced support for escalated customer situations pertaining to technical issues.
● Maintained the integrity of the technical information in Sharp's knowledge Information System.
Sharp Fast Repair Coordinator
March 1999 to October 1999
Adecco Employment Services at Sharp Electronics - Romeoville, IL
● To coordinate the Fast repair of the customer product with the service center.
● Provide high levels of customer service while staying within company guidelines.
● Provide any technical support the customer may need. Customer service representative
July 1998 to March 1999
Adecco Employment Services at Sharp Electronics - Romeoville, IL
● Provide technical support for Sharp's line of electronic organizers at inbound call center.
● Provide high levels of customer service while staying within company guidelines. Education
Bachelor of Science Degree : Computer Science, 1991 University of Dubuque - Dubuque, IA
Computer Science
Bachelors of Science degree : Information Technology, May 2007 University of Phoenix - Tampa, FL
Information Technology
Personal Information
· Place of Birth: Chicago, IL
· Date of Birth: 19th of June, 1968
· Sex: Male
· Status: Married with 1 daughter and 2 grandchildren. Hobbies: Golf, Travel, Spending time with grandchildren. Skills
Health Care, Call Center Operations, Microsoft Excel and Access, Data Analysis, Human resource, Scheduling and
Forecasting, Technical Support, Workflow Processes, Project Management, Time Management
Additional Information
REFERNCES Available upon request.
Contact this candidate