Michael Rawson

**** ***** **., **** ******, CA, US 93063 (C) 805-***-**** adzigy@r.postjobfree.com

Professional Summary

A Customer Service Specialists who wants to pursue a role where I can enhance my technical abilities, organizational expertise, and human relation skills. My 10+ years in the Customer Service Industry has given me skills and experience that can positively contribute to your company’s success. I possess strong leadership skills that allow me to prioritize and delegate tasks, make sound decisions and maintain bottom line targets.

Work History

POS Technical Support/Client Onboarding

POS 360 Inc. – Westlake, CA January 2022 to May 2023

Provided daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation.

Communicated in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary.

Maintained detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management.

Increased personal technical knowledge by reading trade publications, administration manuals, and diagnostics information.

Answered inbound contacts from customers through several different media streams, including: Phone, Email, and Webchat.

Provided amazing service by meeting a set of daily and monthly metrics with a positive attitude.

Performed installations, repairs, upgrades, backups, and other maintenance tasks.

Monitored, responded, troubleshooted, solved all services and issues promptly and thoroughly with a high sense of urgency and accuracy.

Maintained clean and accurate data in all systems.

Obtained necessary documents from new clients to complete the onboarding process.

Setup accounts, providing training, and answered any customer questions.

Helped new clients get up to speed on their new account to ensure that they understood the product and how to use it.

Built rapport and maintained strong relationships with clients, ensured they were satisfied with product and services.

Claims Adjuster

Kemper Insurance/Alliance United – Chatsworth, CA July 2018 to August 2021

Contacted 1st and 3rd parties involved to confirm facts of loss.

Took recorded statements from all parties involved.

Gathered pertinent information from various sources, such as policyholders, claimants, witnesses, associated attorneys, and physicians.

Setup vehicle inspections to access and verify damages to vehicles involved.

Examined property damages and physical injuries to calculate liability.

Reviewed police reports, assess hospital records, and gather other investigative information to determine damages and liability.

Negotiated with claimants to settle each claim and work with attorneys to defend insurer’s position if a claim is contested.

Negotiated settlements, and ensure claims are properly paid to policyholders.

Received, processed, and investigated a variety of claims to verify whether specific insurance policies and insurance coverage apply prior to determine claim settlements.

Remained updated on insurance industry protocols and policy changes to ensure proper fulfillment of all insurance claims.

Took detailed notes to help organize and expedite the claims process.

Contacted body shops/towyards to negotiate storage fees and expedite the claims process.

Pool Technician

Mikes Pool Service - Maricopa, AZ September 2012 to July 2015

January 2016 to May 2018

Provided excellent customer service to over 100 clients, making sure they were completely satisfied with all duties performed.

Obtained excellent customer service experience dealing with diverse patrons in various circumstances.

Pool cleaning, equipment service and repair, water chemistry, safety and code inspection, pool body repair and maintenance.

Tested water chemistry, cleaned and added chemicals to pools, maintained filtration systems, cleaned leaves and debris from pool and pump baskets.

Performed routine preventative maintenance to ensure that machines continue to function properly.

Maintained and repaired pool equipment (water pumps, timers, heaters, filters, salt cells, motors).

Operated company vehicle, pool equipment, and handled chemicals safely when performing residential pool services.

Prepared routes for the week, organized keys for customer’s gates.

Implemented a direct mail marketing campaign to enter new markets.

Answered phone calls from customers regarding orders placed and when delivery expected.

Collections Specialist

Financial Network Recovery - Simi Valley, CA September 2015 to December 2015

Managed over 1,500 passed due accounts related to Business/General Liability Insurance policies, Credit Union of Southern California accounts, Medical Services, etc.

Took an average of 120 calls daily, inbound, and outbound, providing each client with personal attention and care.

Created spreadsheets in Microsoft Excel to analyze collection history and anticipate future trends.

Wrote professional letters using Microsoft Outlook to clients, attorneys, and insurance companies as needed.

Developed effective repayment plans.

Oversaw all monthly payments and refunds.

Collections Specialist

Mandarich Law Group - Woodland Hills, CA

March 2012 to August 2012

Managed over 1,500 passed due credit card accounts, aggressively demanding payment in full.

Took an average of 100 calls daily, inbound and outbound, providing each client with personal attention and care.

Wrote professional letters using Microsoft Word to clients and attorneys as needed.

Negotiated with attorneys as needed to expedite payment.

Utilized various skip tracking techniques and collection strategies to locate right parties to negotiate payment arrangements.

Collections Specialist

Grant And Weber - Calabasas, CA

November 2009 to February 2012

Specialized in collecting debts related to healthcare, including hospitalizations, surgeries, and routine checkups.

Negotiated with clients to collect payment, being courteous yet firm, to provide the best possible experience to the clients.

Managed over 1,500 active accounts, making sure each account received the time and attention needed.

Took an average of 150 calls daily, inbound, and outbound, providing each client with personal attention and care.

Demonstrated knowledge of HIPAA Privacy and security regulations by appropriately handling patient information.

Negotiated with Insurance agencies as needed to expedite payment.

Prepared accounts for legal review when unsuccessful in reaching an agreement with debtors.

Sorted and filed incoming mail, classifying each piece, and handling per classification.

Created spreadsheets in Microsoft Excel to analyze collection history and anticipate future trends.

Assisted with other billing/collection duties, as needed.

Education

High School Diploma: Graduated 2007 with GPA of 3.7

Royal High School - Simi Valley, CA

Skills

Confident, hardworking employee who is committed to achieving excellence.

Highly motivated self-starter

Knowledge-hungry learner

Exceptional listener and communicator

Demonstrates highly analytical thinking and analysis

Detail-oriented

Excellent verbal and written communication skills

Great Communication skill set

Type 45 WPM

Claims Center, Copart, Microsoft Office, Outlook, Word, Excel, Slack, Monday.

Mac and PC Proficient

Experience in Merchant services, Credit-Card Processing.

Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures

Data Entry

Customer Retention

Time Management

Demonstrate Confidence

Strong analytical and mathematical skills

Flexible team player

Assertive

References Available Upon Request

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