Customer Service Communications Specialist

Michael Goolsby

Communications Specialist Profile (cus

*****************@*****.*** • +1-903-***-****

LinkedIn • Austin, TX

Summary

Persistent and detail-oriented professional with proven expertise in promoting commitment to organization’s vision and values while collaborating efficiently with politicians, journalists, constituents, and coworkers to achieve business objectives. Excel at performing overall administrative functions, uniquely talented at working under stressful and fast-paced rapidly changing environment. Strong analytical and creative skills, adept at conducting insightful research and assembling extensive information with accuracy, objectivity, and impartial analysis. Enthusiastic leader, with proven abilities to manage diverse workforce. Current on local and federal government regulations, public policy, and public affairs. Advanced user of Microsoft Office Suite and Tableau.

Area of Expertise

Project Management

Strategic Planning

Lead Generation

Event Management

Customer Service

Data Collation & Statistical Analysis

Relationship Building

Regression Analysis

Data Visualization

Regulatory Compliance

Writing & Reporting

Team Training & Orientation

Career Experience

State Farm - Austin, TX 10/2022 – Present

Office Representative

Instrumental in lead generation, appointment setting, client need analysis, and product/service promotion. Build individual proposals for clients and carefully record each step of the process. Offer excellent service to policyholders. Review each customer's insurance application and policy to estimate potential claim expenses, such as repairs or replacement. Conduct individual interviews to ascertain policy eligibility. Educate consumers about insurance decisions via needs-based evaluation procedure. Connect with clients and follow up with them as necessary. Stay updated with State Farm's products and services, and willing to take on complex duties and challenges.

●Identified new ways to improve customer service constantly by showcasing ways of utilizing different aspects of the CRM (customer relations management) to keep up with customer questions and responses, received positive reviews on customer service and tactics of selling policy/informing customer on coverage.

●Assisted policyholders by resolving questions on different parts of coverage, claims-related queries, and numerous billing issues.

●Achieved and exceeded full weekly and monthly quota, ranked highest amongst team members for that.

University of Texas at Austin Government Department - Austin, TX 09/2021 – 09/2022

Research Assistant

Directed the programming efforts necessary to adapt large-scale simulations to new duties. Employed software programs or platform applications to process data, generate summaries, and publish experiment results. Organized and led meetings and webinars. Contributed to creation and distribution of research results to both internal and external audiences. Collected information for research and published using simulations. Managed teams of students conducting simulations.

●Mentored 20+ students in using Research program, Texas Advantage program, and Microsoft Office Suite.

●Supported professors with research on 300+ electoral campaigns that clarified effect of results of past election on magnitude of parties’ policy shift in the current election, and the way in which time elapsed since last election moderated the relationship between past election results and party policy change.

●Developed R program, a coding software for data analysis and data manipulation. Utilized research for the books written by professor – “Partisan Priorities and Public”.

●Explored budget data from 29 western countries from 1948 to 2012. Investigated the impact of partisan control of government on spending patterns, clarifying that inconsistent and consistent allocations occur at the same rate and implying that budgets are not expression of partisan priorities but are reaction to changing contextual circumstances.

Austin Oxfam 04/2021 – 09/2021

Reporting Specialist

Performed administrative functions such as completing tasks on Excel, corresponding with local authorities, and organizing fundraising events. Engaged with prospective leaders to inform the public on humanitarian efforts in over 90 nations. Produced reports by gathering information from numerous sources and using various programs (e.g., databases, spreadsheets). Ensured adherence to established business standards. Verified data and corrected errors in reports.

●Successfully orientated sixty fund-raising canvassers via OxFam.

●Researched and documented 100+ OxFam-affiliated initiatives.

Michael's - Austin, TX 04/2020 – 04/2021

Replenishment Team Leader

Directed and assisted with maintaining inventory standards and merchandising practices. Unloaded trucks, rearranged products, and stocked shelves to create a streamlined retail environment. Designed engaging experiences for regular services and one-off promotions. Uphold visual merchandising standards by keeping seasonal displays and the featured area in excellent condition. Prepared for and provided fully stocked and attractive retail outlet for clientele. Assisted shoppers in locating the required products. Instructed team members on stock replenishment.

●Delivered outstanding support to clients even at peak times and staffing shortages.

Additional experience as Budget and Policy Intern at Office of the Governor - Austin, TX

Education

Bachelor of Government and Philosophy,

Austin University of Texas - Austin, TX, 12/2021

Licenses & Certifications

Property and Casualty License 09/2022

Life and Health Insurance 12/2022

Certifications in Business in Spanish, Communication in Politics

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