Service Representative Customer
Resume:
PAUL MICHAEL DAVID
************@*****.***
https://www.linkedin.com/in/paulmichaeldavid
BUSINESS & DATA ANALYST
Business Analysis Operations Customer Service
Diverse, progressive experience in business analytics and leading organizations in the government contract, financial services, health and wellness, and insurance industries, as well as an independent business owner. Expertise in leadership, management, sales, and customer experience that improve and contribute to the bottom line. Demonstrates skills in bringing out the best in individuals, teams and organizations through engagement, teamwork, and talent development. Results focused innovator, teacher, coach, and mentor. Master of Science in Business Analytics degree from the Robert H. Smith School of Business at the University of Maryland-College Park.
• Microsoft Office, Teams & Visio
• Python, SQL, R Studio
• Research and Data Analysis
• Time Management
• Verbal and Written Communication
• Team Player
PROFESSIONAL EXPERIENCE
GOLDEN KEY GROUP, Hyattsville, MD 10/2021- Present Business Analyst
● Work with the Service Management team to identify potential projects and areas of improvement to better enhance the overall production and profitability of the company’s contract with the Department of Commerce
● Support the Program Director throughout the entire business lifecycle to seek out new insights and business opportunities through research and analysis
● Compile current and past data to find root cause analysis using Microsoft Excel tools
● Assist with core development activities, such as generating PowerPoint presentations and Visio process diagrams, scheduling teleconferences via Microsoft Teams and communicating with customers and the government via email
CAPITAL ONE, Germantown, MD 1/2019- 10/2021
Branch Ambassador
● Utilized expertise in teamwork and customer service to contribute to the company’s objective to “change banking for good” in one of its highest volume branches in the region
● Improved operational performance and the customer experience
● Collaborated with Market Manager in maintaining a positive and productive work environment
● Participated actively in the corporate learning management systems and career development center to advance knowledge and skills in business analytics LA FITNESS, Gaithersburg, MD 1/2018 -1/2019
Personal Training Director
● Selected for demonstrated knowledge and skills to serve in the responsibilities of the Personal Training Director, prior to being appointed to that position
● Integrated best leadership practices in this new environment that enhanced the bottom-line performance through training and talent development
MAD FITNESS, Frederick, MD 10/2017- 1/2018
Head Coach
● Partnered with colleagues to design, plan and launch a new business beginning months prior to opening
● Utilized health and fitness expertise to shape both the equipment and programing in collaboration with business owners
● Integrated social media into marketing, promotions and training activities to further the customer experience and business operations
GOLD’S GYM, Germantown, MD 3/2014 - 8/2017
Fitness Service Manager
● Managed and developed the fitness department strategically and operationally into a high performing, customer-focused business results work unit
● Engaged and developed staff unique talents through continuous learning experiences and coaching in personal training and leadership
● Improved overall revenue generation of personal training sales by increasing full- time personal trainers on staff and setting performance standards to include fitness education and sales NAVY FEDERAL CREDIT UNION, Bethesda, MD & Vienna, VA 11/2012 - 3/2014 Member Service Representative
● Utilized skills in partnering, teamwork, learning and mastering new industry knowledge, establish competence quickly in all transactions
● Assisted Navy Federal members with various financial needs at the teller, greeter and platform sides and was recognized with the Navy Federal weekly award for Outstanding Quality Service (Transactions) GOLD’S GYM/FITNESS FIRST HEALTH CLUBS (Formerly Fitness First), Olney, MD 6/2011- 3/2014 Certified Personal Trainer
● Developed individualized exercise programs consistent with members’ personal fitness and exercise goals for an average of 45 clients
● Utilized specialized knowledge and certifications in weight training, sports conditioning, and cardio boxing/kickboxing to afford members well rounded programs
● Conducted member appointments which included body fat analysis, nutritional counseling, proper use of fitness equipment and exercise form to educate and motivate for a sustainable fitness routine LA BOXING, Columbia, MD 8/2009- 5/2011
General Manager (8/2010 - 5/ 2011)
Membership Consultant (8/2009 - 8/2010)
● Advanced to a position of senior leadership accountability through demonstrated use of knowledge and skill in transforming an organization into a positive and productive work unit
● Delivered outstanding customer service to the members through investment in the talent of individuals to perform as an effective team
● Recognized nationally as one of top membership consultants (2009-2010) before promotion to membership manager
● Developed and maintained strong relationships with nearby communities and partnered carefully with media to ensure that marketing events honored all local and state codes PAUL MICHAEL DAVID
************@*****.***
https://www.linkedin.com/in/paulmichaeldavid
METROPOLITAN LIFE INSURANCE COMPANY, Rockville, MD 10/2007-8/2009 Financial Services Representative
● Acquired the expertise and required certification to support clients in selecting company life insurance, disability income insurance, long-term care insurance, annuities and investment products
● Entered a new industry and established and maintained 40+ clients for a personal book of business
● Attained the highly coveted Super Starter Award by placing over $20,000 in gross dealer concession in the first 19 weeks of employment
● Established and maintained 40+ clients for my personal book of business EDUCATION
UNIVERSITY OF MARYLAND - COLLEGE PARK, College Park, MD ROBERT H. SMITH SCHOOL OF BUSINESS
MASTER OF SCIENCE – BUSINESS ANALYTICS (MAY 2021)
BACHELOR OF SCIENCE - FINANCE
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