Customer Service Experience

Michael James 775-***-**** *********@*****.***

Results-driven customer service professional with a solid record in delivering exceptional customer experience and achieving high client retention. An adept leader who collaborates with cross-functional teams to ensure seamless account functionality and drives customer adoption and advocacy while providing clients with tailored solutions. Expert in leveraging technology, including CRM systems, to optimize client management and operational efficiency.

Core Competencies

Customer Relationship Management (CRM) Product Knowledge Upselling Key Performance Indicators (KPIs)

Data Analysis Account Management Customer Engagement Consumer Sales Project Management Marketing

Technical Skills: Microsoft Office (Outlook, PowerPoint, Excel, and Word) Mac OSX Windows 10 &7 Vantage QuickBooks QuickBooks Online Salesforce

Education

Liberty University, Doctorate: Developmental Psychology (in process)

Walden University, Master of Science: Psychology

Walden University, Bachelor of Science: Psychology

Carrington College, Associate of Science: Pharmacy Technology (Dean’s List. 4.0 GPA)

Barstow Community College, Associate of Science: Technology

Professional Experience

INTUIT– Onboarding Specialist November 2015-September 2024

Oversee sales and account management activities, supporting the client’s payroll system.

Engage customers in building their payroll accounts, including Full-Service Payroll (FSP) and QuickBooks Full-Service Payroll (QBFSP).

Collaborate with the Payroll Setup team to set up the clients' payroll system.

Troubleshoot customers' computer systems (Mac OSX and Windows 10 & 7) to ensure account functionality.

Meet with customers to understand their needs and recommend the best product solutions.

Build new relationships, maintain existing relationships and establish trust.

Drive customer advocacy in resolving issues with cross-functional departments, ensuring optimal customer experience from start to completion.

Transformed payroll processes for multiple clients, earning quarterly bonuses and high survey scores.

Promoted and sold needs-based services and earned the Top Performer Award for FY18 3rd Quarter.

OPTUM– Inbound Customer Service Representative September 2015-November 2015

Provided customer service support to inbound AARP customers.

Recognized by the department for passing qualified leads to the Sales Department.

Educated and assisted AARP customers with their Medicare Supplement Plans.

Maximized upsell opportunities by accurately screening callers regarding their current Medicare plans, increasing additional product sales.

Utilized Windows-based software, such as Vantage, to support medical providers with insurance claims.

WELLS FARGO – Customer Service Representative October 2011-May 2014

Managed accounts in Consumer Sales.

Reviewed accounts, counseled customers, and answered inquiries on financial products.

Delivered exceptional customer service by utilizing my sales experience to provide financial solutions and promote additional services, improving customer satisfaction and increased sales.

Prior appointments include:

LODI MEMORIAL HOSPITAL, Inpatient Pharmacy Intern

APPLE INC, Inbound Telesales Representative

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