Customer Service Data Entry

Michael R. Deckard

ABILENE,TX ***** 214-***-**** *******.*******@*****.*** LinkedIn: michael-deckard

Career Profile

High-performing, versatile, self-directed professional with experience in retail management, sales, inventory controls, technician support, irrigation system, customer service, and client relations seeks to bring strong skills and performance to a an organization that desires bottom-line results. Strong track record in developing strategic plans focused on business development, operations, inventory controls, and technical support. Skilled at cultivating and building long-term, mutually beneficial relationships with vendors, co-workers, management, and business clients.

AREAS OF EXPERTISE

Retail Management/Operations

Profit/Loss; Budgeting & Costing

Customer Service & Escalations/CRM

Inventory/Stocks & Shipping/Receiving

Databases & Data Entry

Marketing & Business Development

Technical Support/Troubleshooting/RCA

Computer Hardware/Software/Networks

Contracts & Negotiations

Client Relations & Retention

Irrigation Systems/Installation

Territory/Regional Management

PROFESSIONAL EXPERIENCE

RENT-A-CENTER, Houston, TX 2/2013 to Present

Store Manager

Actively serve as Store Manager with call management, customer consulting, email/mail processing, payroll support, office supplies, inventory/supplies, shipping/receiving, POs, coding, warranty filings, document generation and records.

Ensured all incoming merchandise was accurately logged into system with pre-assigned item numbers, tracking model and serial numbers, and related data pertinent to equipment or hardware.

Consulted with array of customers to ensure timely payments, resolve issues of concern, provide escalation resolution, and discuss equipment use options.

Reviewed $500k to $1M+ revolving inventory frequently to identify and correct discrepancies, including damaged items, missing or lost equipment, and shipping/receiving issues.

TELEPERFORMANCE USA/TXU ENERGY, Abilene, TX 5/2012 to 2/2013

Customer Care Representative

Charged with duties to provide customer support for accounts with client consulting, scripting, data entry, phone call processing, escalation resolution, negotiations, loss mitigation, client retention and service.

Negotiated and processed alternate service plans for disgruntled customers that were in motion to leave, and transfer to competitive provider that mitigated loss of accounts and improved retention.

Performed updates to database and consulted with various customers to satisfy requests and resolve issues of concern.

Ensured compliance via recording for all plans authorized by customer verbally that included scripting to mitigate risk.

IRRIGATION CONSULTING, Houston, TX 8/2008 to 4/2012

Manager/Consultant & Principal

Managed startup for irrigation system installations covering small to large scale systems with client consulting, customer service, marketing, business development, profit/loss, accounting, technical support, and contract negotiations.

Consulted with various clients to review scope of irrigation project, define requirements, outline timing, and provide accurate costs for hardware and computer systems/controls.

Developed strategic marketing and aggressive business development plan that effectively grew leads and sales by focusing on networking, web, social media, referrals, key industry events and print collateral.

Created post installation service agreements for maintenance of equipment and computer systems to further elevate long-term revenue stream.

TORO NSN, Abilene, TX 7/2004 to 7/2008

Customer Support Engineer

Served in service engineering support role for installation and repair of irrigation systems, and operational/controls with troubleshooting, root cause analysis, customer service, client consulting, database systems and logistics

Performed detailed testing of new installation of irrigation computer assemblies with mouse, keyboard, monitor, modem, printer and UPS in accordance with specifications.

Leveraged diagnostic, software, and hardware tools to effectuate robust troubleshooting, and root cause analysis on various classes of irrigation systems and components.

Provided accurate documentation for customer database on outgoing shipments, logistics, part numbers, test results, tracking, and time spent on order.

Collaborated with co-workers and support personnel to devise new approach to research and problem solving.

IGNITE/STREAM ENERGY, Dallas, TX 2/2006 to 2/2009

Managing Director & Sales Agent

Led efforts managing team to sell retail electricity with marketing strategy, business development, client consulting, scripting design, document generation, data entry, training programs, escalation resolution, CRM and customer service.

Developed high-performance team of 50+ Outside Sales Representatives to support statewide expansion strategy that successfully drove results above set targets and goal.

Collaborated with team and senior management to develop creative TPV customer acquisition and service scripting that effectively impacted the base, drove new sales, and elevated satisfaction.

Exceeded goals in compressed time period post onboarding that resulted in promotion to Managing Director in 30 days.

CARTERET MORTGAGE COMPANY, Dallas, TX 9/2001 to 5/2006

Mortgage Loan Origination Specialist

Performed administrative functions and duties supporting management with team of three processors, inclusive of 1003 processing, data entry, financial/credit reviews, payoff letters, appraisals, title, client relations, and customer service.

Performed in-depth review and analysis of available lenders in market with ad hoc summaries to enable improved alignment with client needs and demands.

Developed strategic plan with compressed timelines, milestones, procedures, and process improvements to meet 21 day closing cycle objective from 1003 application submission to closing.

Provided remote support for agents to minimize office space, expense, optimize efficiencies, and enhance productivity.

Additional experience as Systems Engineer at Pro Staff Services in Dallas, TX; Lead Systems Engineer at Entex Systems in Tulsa, OK; Data Support Analyst II – Lockheed/GD Account at Computer Sciences Corp in Abilene, TX; LTX Programmer at Texas Instruments in Dallas, TX; and Test Floor Technician at ETC Flextorix in Carrolton, TX.

EDUCATION & TRAINING

E.E.T. Degree Electrical & Electronics National Education Centers Houston, TX

Coursework Business Management Angelo State University San Angelo, TX

Training Project Management; Customer Care Excellence; Administration; Irrigation Systems; Point/Calyx; MS Office

License Irrigation Systems TX

Contact this candidate