MICHAEL J SMITH

413-***-****

adpnr9@r.postjobfree.com

Springfield MA 01109

PROFESSIONAL SUMMARY

Motivated Customer Service Representative focused on delivering quality service. Remains level-headed in issue resolution. Documents problems thoroughly and strives to achieve complete customer satisfaction.

SKILLS

EXPERIENCE

Call management

Record preparation

Product promotion

Hospitality and accommodation

Problem resolution

Customer Service Representative

Westfield State University, Westfield, MA, Jan 2019 - May 2020

Followed up with customers to offer additional support and check resolution satisfaction.

Documented, researched, and resolved customer service issues.

Handled customer inquiries, billing questions, payments, and service requests.

Direct Care Staff Member

Guidewire, Springfield, MA, May 2018 - Dec 2018

Met clients' social and emotional needs with caring companionship.

Transported clients to doctors' appointments, personal errands, and shopping.

Oversaw nutrition by preparing healthy meals and snacks and good hydration.

Supported clients' personal needs by helping with dressing, grooming, and hygiene.

Branch Manager

Connex Credit Union, Hamden, Ct, Jul 2007 - Apr 2010

Achieved targets consistently using successful branch partnerships and marketing initiatives.

Developed employee skillsets and implemented targeted coaching plans to achieve personal and branch goals.

Set up tracking and accountability systems for employees to reduce errors.

Performance Consultant

Sovereign Bank, Waterbury, CT, Feb 2000 - Aug 2007

Oversaw the training of 175 offices in the New England Area

Managed effective implementation, monitoring personnel and reviewing progress.

Planned study of organizational change, information flow, and cost analysis.

Documented findings of studies and prepared recommendations for implementation of new systems, procedures, and organizational changes.

Completed studies and presented findings for review.

EDUCATION

BS: Sociology

Westfield State University, Westfield, MA, May 2018

Associates Of Arts: General

Sprinfield Technical Community College, Springfield, MA, May 2016

VOLUNTEER

Mentor

Springfield Public Libary, Springfield, Massachusetts, Jan 2016 - May 2016

Certified English as a special language tutor

Created positive mentor relationships, enabling individuals to regain control of their daily lives.

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