Call Center Data Entry

Michael Roach

West Warwick, RI *****

***********@*****.***

Summary

• Experience in building and maintaining relationships with customers, guests and clients and providing top quality service in all interactions.

• 15+ years of experience using CRM software (Salesforce.com, Clearslide, InsideSales.com, Salesloft and others).

• Excellent abilities to problem solve quickly, efficiently, and properly in difficult and high-pressure situations.

• Genuine passion for customer/client service and working with people.

*Excellent computer skills including proficiency in Microsoft Office Suite (Excel, Word, Outlook) and data entry, type 70 WPM.

Work Experience

Medicare Concierge Specialist

BLUE CROSS, BLUE SHEILD-RI Providence, RI.

July 2024 - Present

● Inbound Call Center Agent for the BCBS Blue Chip for Medicare suite of Medicare Part C

plans.

● Serve as an advocate for Medicare members by responding to the members’ inquiries

regarding benefits, products, services, resources, network and policies.

● Identify problems affecting members and providers; notify the appropriate business area(s)

to resolve issues and track resolution.

● Support the organization’s retention strategy by providing exceptional service to members

and providers by building and maintaining top-notch relationships in every interaction.

● Maintain records of customer interactions, process changes to member accounts, record

inquiry details and actions, and refer unresolved issues to appropriate internal departments

for additional research

Returns Supervisor, Call Center

LUXURY BRAND HOLDINGS (Ross-Simons Corporate) - Cranston, RI

October 2019 to Present

• Started as Sales/Service agent, Sr.Mgmt added Returns Processing to my position after I demonstrated high levels of efficiency and effectiveness in Sales and Service for the Ross-Simons brand.

• R@12@@111#,eceived high volume Sales and Service calls in busy inbound call center.

• Provided high level service to close business and/or resolve complex customer issues.

• Forge positive cross departmental working relations with company colleagues to ensure smooth workflow across teams, timely close of sales and/or above satisfactory service issue resolution.

• Process high level of returns verifications and processing of corresponding refunds and/or product exchanges.

• Promoted to Supervisor of Returns team managing daily intake, verification and returns processing. Supervise a team of 8.

Inside Sales Representative

VIKING CRUISES - Boston, MA

August 2017 to June 2018

• Responsible for inbound/outbound calls for B2C prospects offering Viking's river/ ocean cruise products.

• Sold over $3 million in cruises. My average sale was $12 - $15 thousand per person.

• Met or exceeded monthly targets as follows: Conversion Rate - 59% target is 55%, One Call Close -49% target is 30%, Up-sell Rate - 39% target is 35%, Trip Insurance Sales - 52% target is 50%, Option Booking Rate - 115% target is 100%, Outbound Call Rate - 375% of Inbound, and target is 350%.

• Average inbound calls per day-10-15. Averaging 35-40 outbound calls per day.

Director, Business Development

Q4, INC - Toronto, ON

September 2015 to May 2017

• Built inside sales team from ground up. First BDR ever at company, promoted to Manager, then Director

• Recruited, hired, and trained 13 BDRs across US, Canada, and Europe.

• Motivated team to meet/exceed targets. Year 1 target = 20 new business meetings per BDR.

• Personal average of 25 new meetings set/month. Team average in year 1 was 22 meetings set/rep/month.

• Year 2 targets were 15 new business meetings/rep/ month and $7,500/ rep/ month in recurring up-sell revenue.

• By May 2017 all but 2 reps were at or over meeting and revenue targets YTD.

• B2B sales into the C-Suite, VP, and Director level offering Q4's online Investor Relations technologies:IR Web, IR Webcasting, Annual Report services and a Capital Markets Intelligence and Stock Surveillance platform that used artificial intelligence and algorithms on stock data and trading, both company and peers

Inside Sales Representative

NEXT STEP LIVING, INC - Boston, MA

July 2013 to August 2015

● Top producer B2C lead gen. home energy efficiency products/services. Average of 125 new meetings set/month.

● Promoted and became a top producer on Confirmation team ensuring customers agree to terms of visit.

● Average of 70% opportunity rate on Confirmations.

● Promoted to Inside Sales logistics team ensuring outside reps calendar were fully utilized. 95% efficiency rate.

Inside Sales and Service Manager

PRISM ENERGY SERVS. - Quincy, MA. June 2012 to June 2013

● B2B lead generation for commercial energy efficiency audits for NSTAR (Eversource) and National Grid clients.

● Averaged 25 new audits set per month. Company target was as many as possible.

● Audit proposal follow up and close. $2 Million target for NSTAR region, $15 Million for GRID region. Team (me and 2 reps) exceeded both targets year end 2012 and were at plan for 2013. Departure July of 2013.

● Successfully managed/motivated team to schedule audits, close audit proposals and provide superior service.

Air Sales Representative

GRAND CIRCLE CORP. - Boston, MA

March 2010 to May 2012

● Consistently met and exceeded targets for customer loyalty, referrals, positive feedback and future travel.

● Use of GDS system, Amadeus, to create passenger travel records and book Airline tickets.

● Consistently met and exceeded excellence goals of corporation by adhering to strong corporate values

philosophy.

Inside Sales Manager

NASDAQ STOCK MKT. - Maynard, MA. February 2005 to May 2007

• Started the inside sales team for this office, a division of NASDAQ's Corporate Services/ Investor Relations.

• Hired, trained, and motivated team of 3 inside sales reps.

• B2B prospecting to public companies in the U.S. and Canada offering NASDAQ's Investor Relations technologies.

• Consistently achieved/exceeded quarterly target of 20 new business meetings/month for myself and direct reports.

• Support of outside staff on proposal presentation, follow-up and close. Recurring revenue model, outside rep quota of $70,000 in new recurring revenue/ month. The outside rep I supported exceeded $80,000 in new recurring revenue/month, exceeding over $1 Million in new recurring revenue year ending 2006.

Inside Sales Rep/Account Manager

CCBN, INC - Boston, MA

August 2000 to December 2003

• Started as Account Manager successfully maintaining over 80 client Investor Relations websites.

• Promoted to Insides Sales team B2B prospecting of CCBN's Investor Relations technologies.

• Consistently achieved or exceeded quarterly retention and up-sell quotas as well as new meeting targets.

Education

Business Curriculum in Marketing

UMASS Boston - College of Management - Dorchester, MA

September 1994 to May 1997

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