Customer Service Representative

Michael J Vedrody

Lansing MI ***** 248-***-**** ***********@*****.***

https://www.linkedin.com/in/michael-vedrody-cybersecurity/

Professional Summary:

A seasoned, dynamic employee with a background in customer service, insurance, securities, call centers, sales, and manufacturing. I am skilled in troubleshooting, networking, and providing technical assistance across hardware and software platforms. I am known for excellent problem-solving skills, strong communication, and the ability to adapt to new technologies quickly.

Skills:

Team Collaboration & Communication

Customer Service & Conflict Resolution

Technical Support & Troubleshooting

Windows 11 & Microsoft Office 365

Network Connectivity & PC Hardware

Problem-Solving & Critical Thinking

Linux (Kali/Debian)

VMware & Virtual Environments

Networking Fundamentals

IT Asset Management

Education & Certifications

CompTIA A+ Preparation Class – Lansing Community College - Current

Master Science, Information Technology – Purdue Global University - 2024

ISC2 – CC Certified in Cybersecurity Dec 2023

Bachelor of Science, Marketing – Ferris State University

Professional Experience:

Production Technician ZF Group Fowlerville, MI July 2019– Present

Operate and inspect machinery to ensure production quality and adherence to specifications.

Assist in troubleshooting equipment issues, reducing downtime, and increasing productivity.

Collaborate with team members to ensure safety and efficiency, contributing to a positive work environment.

Insurance Producer & Customer Service Specialist Farm Bureau Ins Jackson, MI July 2016– July 2019

Provided customer support and technical assistance, enhancing client satisfaction and retention.

Managed high-volume customer inquiries while troubleshooting technical issues, improving response times.

Trained new team members, sharing best practices in customer service and technical troubleshooting.

Customer Service Specialist Dialog Direct Troy, MI July 2013– July 2016

Handled over 100 calls/emails daily, resolving customer issues quickly and improving satisfaction scores.

Trained new employees on company operations, helping them get up to speed faster and improve performance.

Improved team efficiency by refining customer service training, leading to better service quality and reduced response times.

Customer Service Assistant Supervisor PSCU Auburn Hills, MI May 2010 – July 2013

Improved team performance by reviewing quality scores for three teams, enhancing customer service and efficiency.

Focused on continuous improvement through training and development, promoting professional growth.

Streamlined onboarding and training by providing clear instructions on company policies and services, leading to better job performance and consistency.

Help Desk Representative

•Delivered first-level technical support for customers, resolving over 100 inbound calls per shift.

•Assisted clients with hardware and software issues, leading to increased customer satisfaction and loyalty.

•Collaborated with teams to troubleshoot and resolve escalated technical support cases, improving service efficiency.

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