Customer Service Representative
Resume:
MICHAEL P. HARTWIG
925-***-**** *********@*****.***
SUMMARY
Highly creative, service driven professional with a proven ability to build and foster relationships in diverse industries, learn the language of the business and contribute at a high level.
Skilled in working with cross-functional teams in the areas of account management, customer service and retention and project coordination.
PROFESSIONAL EXPERIENCE
ACELIS CONNECTED HEALTH, Livermore, CA
June 2018 - Current
Customer Service Representative
Discuss insurance benefits with existing and reactivating patients while maintaining 90% quality assurance standards in accordance with HIPPA requirements
Place supply orders for PT/INR testing supplies for patients
FARMERS INSURANCE GROUP OF COMPANIES
August 2015 – June 2018
Liability Claims Adjuster, Manteca, CA
November 2016 – June 2018 DDD
Investigate claims, confirm coverage, determine liability, establish damages and negotiate settlement of assigned cases. Make payment of assigned claims within prescribed insurance policy limits
Meet and build rapport with assigned insured clients and claimants. Engage in consultative conversations to understand the individual’s injuries
Maintain relationships with assigned insured clients and claimants through the life of the claim to report on status of claim and ensure timely and fair settlement
Farmers Insurance Agent, Antioch, CA
August 2015 – November 2016
Meet and build rapport with members of the East Bay community. Engage in consultative conversations to understand individual insurance needs. Educate on and sell insurance products catered to those needs
Maintain relationships with clients and conduct periodic Farmers Friendly Reviews to ensure clients are adequately covered. Pursue opportunities to cross-sell products to meet ever-changing needs
Personalize interactions during the sales process to assist clients and ensure understanding of coverages while conveying value and instilling confidence in the Farmers brand and products
Develop advertising strategies using all marketing channels to reach Farmers target market. Track effectiveness of marketing campaigns
BAY ALARM COMPANY, Pacheco, CA
July 2012 – August 2015
Customer Care Retention Specialist
Created a department dedicated to retaining monthly service revenue through re-negotiating service contracts with customers
Retained $1.5M in total contractual revenue, equaling 75% of cancelling customers through contract re-negotiation and service upgrades
Received dozens of accolades and awards for excellence in customer service, responsible for negotiating and coordinating approximately 50% of the residential systems upgrades completed by Bay Alarm in 2014
UNIFIRST CORPORATION, Hayward, CA
May 2011 – July 2012
District Service Supervisor
October 2011 – July 2012
Recruited, selected, trained and lead Route Sales Representatives, contributing to 100% employee retention during my tenure
Provided coaching and direction to employees, fostering growth in route sales for existing customers
Route Sales Representative
May 2011 – October 2011
Provided stellar customer care resulting in 100% weekly on-time fulfillment
Forecasted, ordered and coordinated accurate and timely service for new customers resulting 100% customer satisfaction
Achieved 75% of sales quota
AMERICA SHREDDING, Newark, CA
July 2010 – January 2011
Sales Executive
Cultivated a strong business-to-business rapport with a diverse group of clients through self-generated leads
Achieved 75% of sales quota in a new industry during the months following 90 day ramp-up
Forecasted, ordered and coordinated accurate and timely service for new customers resulting 100% customer satisfaction
SPECIALTY APPAREL/UNIFIRST CORP., Hayward, CA
January 2010 – April 2010
Route Sales Representative
Provided stellar customer care resulting in 100% weekly on-time fulfillment
Provided and effective resolution to customer inquiries
AMERIPRIDE SERVICES, Hayward, CA
October 2007 – January 2010
Area Customer Service Manager, Hayward, CA
August 2008 – January 2010
Proactively managed weekly services for 500 customers by analyzing inventory usage
Increased revenue on existing accounts by 15%
Provided effective resolution to customer inquiries and complaints, resulting in more than 90% customer retention
Recruited, selected, trained and lead all employees at service depot.
Sales Representative, Richmond, CA
October 2007 – August 2008
Cultivated a strong business-to-business rapport with a diverse group of business contacts
Achieved 80% of individual sales quota, resulting in 40% of all new revenue earned by the business unit in Q1/Q2 2008
ARAMARK UNIFORM SERVICES, INC., Concord, CA
February 2005 – September 2007
Route Sales Representative
Managed 40% of the top 40 revenue-yielding accounts for the district with total annual revenue of 625K
Provided stellar customer care, resulting in 100% retention of the top revenue-yielding accounts
Provided on On-the-Job route training for new employees in accordance with company procedures
EDUCATION
HASTINGS COLLEGE, Hastings, Nebraska
Bachelor of Arts Degree – Liberal Arts and Music
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