Michael Curtis

Rochester, NY *****

adrd58@r.postjobfree.com

+1-585-***-****

To obtain a position in an environment that will challenge me further, while allowing me to contribute to the continuing growth and success of the company. That will allow me to apply my various work experience to a growing industry, and provides me with the opportunity to meet and exceed assigned goals. Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Spectrum - Rochester, NY

February 2021 to Present

1. Maintain departmental call volume requirements to include inbound and outbound calls, email and chats

2. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

3. Maintain high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up Technical Service Support

Concentrix - Rochester, NY

October 2020 to February 2021

1. Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation 1. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction

1. Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel 1. Reviewing claim submissions and verifying the information 1. Preparing claim forms and related documentation Warehouse Product Selector

Wegmans - Rochester, NY

September 2017 to June 2019

1. Accurately selecting products for each stores to ensure the store can provide incredible service to our customers

1. Properly handling all products, equipment and machinery in accordance with food safety and safety guidelines

1. Building pallets of correctly selected products to be delivered to stores; ensuring pallets are neat and organized to minimize the risk of damaging product and enable stores to unload their deliveries more efficiently

1. Maintaining open lines of communication with co-workers and supervisors to ensure the warehouse is operating efficiently and are working to provide incredible service to the stores 1. Reading store order and using in-house software during product selection, accurately selecting products based on the information received to ensure stores are delivered the items they have ordered Paint Sales Associate

Home Depot - Victor, NY

September 2016 to October 2018

1. Ensuring merchandise is accurately accounted for, handled, and ready for customer pick-up 1. Maintain friendly and professional, and engaging customers to help with project needs and answer questions

1. Delivers excellent customer service by listening to customers, using expertise to help customers, and loading merchandise for customers

1. Engaging in safe work practices to ensure all OSHA guidelines are met Customer and Sales Consultant

sutherland - Rochester, NY

January 2010 to November 2017

1. Maintain departmental call volume requirements to include inbound and outbound calls, email and chats

2. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

3. Maintain high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up 4. Complete initial and follow-up calls on prospective leads via inbound and outbound calls/dialer to include identifying and resolving customer concerns within the process 5. Seek continual education opportunities to remain up to date with products and processes Resident Manager

catholic family center - Rochester, NY

February 2003 to January 2010

1. Oversee the overall budget for residence operations and assumes fiscal accountability of all expenditures including individuals’ expenditures

2. Maintain continuity of all individuals’ records including but not limited to residential habilitation, medical, behavioral, financial, fire safety, individual plans of service and protective oversight plans 3. Oversee Residential Habilitation Services for each resident including concepts of integration, independence, individualization and productivity

4. Arrange and/or provide transportation to individuals as needed and oversee record keeping of mileage and vehicle maintenance

5. Supervise all staff, as assigned, including but not limited to all aspects of hiring, evaluating and promoting ongoing staff development. Prompt recognition and feedback to staff on job performance 6. Maintain work schedule of all staff, assures adequate staff coverage and provides emergency direct care services, if necessary. Maintains staff time-off requests, reviews and submits approval for time sheets/cards, and staff mileage

7. Facilitate staff meetings

8. Provide staff training and development through classroom and one on one teaching, acting as a role model and guiding staff on how to appropriately work with and interact with residents, other staff, families, guardians and other service providers

9. Ensure completion/submission of all required daily, bi-weekly, weekly, monthly, quarterly and annual reports as scheduled

10. Oversee the facilities’ general inventory and stock items for the residence including food, household supplies and individuals’ medications. Ensures invoices are submitted to Finance Office as per policy and procedure

11. Monitor the residence to assure it is adequately maintained and all hazardous conditions are reported and repaired in a timely fashion

12. Comply and cooperate with internal and or outside staff during any inspection or investigation 13. Responsible for the development and implementation of an individualized service plan for program residents, including direct counseling services

14. Provides crisis intervention, document observations, information and services provided to the consumer in progress notes

15. Daily cleaning of residents rooms, bathrooms, lobby, kitchen and walk ways Education

High School Diploma

Edison Technology High School - Rochester, NY

September 1996 to June 1999

Skills

• Microsoft Office (8 years)

• Web and tech savvy, require little to no training

• Case management (2 years)

• Windows (8 years)

• Help desk

• Technical support

• IT support (2 years)

• Supervising experience (6 years)

• Project management

• Maintenance (3 years)

• Customer service (8 years)

• Administrative experience (6 years)

• Sales (2 years)

• Recruiting (4 years)

• Microsoft Powerpoint

• Meeting Facilitation (6 years)

• Desktop Support (4 years)

• Software Troubleshooting (2 years)

• Typing

• Computer Networking

• Network Support

• Operating Systems

• Microsoft Windows Server

• Data entry

• Remote Access Software

• LAN

• Information Security

• Microsoft Excel

• Microsoft Word

• Leadership

• Research

• Front desk

• Call center

• Communication skills

• Inside sales

• Relationship management

• Customer relationship management

• Salesforce

• Analytics

• QuickBooks

Assessments

Call center customer service — Completed

November 2021

Demonstrating customer service skills in a call center setting Full results: Completed

Customer service — Familiar

December 2021

Identifying and resolving common customer issues

Full results: Familiar

Customer focus & orientation — Completed

December 2021

Responding to customer situations with sensitivity Full results: Completed

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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