Customer Service Representative and Phone Support
Resume:
Michael Hawley
***********@*****.***
Plano, Texas 75023
SUMMARY OF CORE SKILLS
• Customer service: building rapport, calming frustrated callers, and strengthening customer loyalty.
• CRM platform proficiency: managing customer information and supporting efficient service workflows.
• Training and mentorship: improving colleagues’ presentation skills through constructive feedback and coaching. • Communication and resolution: handling conflicts clearly and professionally. • Operations and leadership: managing daily workflows, driving initiatives, and collaborating with cross-functional teams. • Efficiency and problem-solving: resolving most customer inquiries on first contact. WORK EXPERIENCE (SEEKING CUSTOMER SERVICE POSITION) Self-employed computer consultant and part-time classical guitarist, June 2023–Present Customer Service Representative — Chewy.com — 07/2022–05/2023
• Delivered high-quality inbound phone support for Chewy.com, resolving customer issues efficiently while strengthening customer trust and loyalty.
• Resolved complex customer concerns on first contact by balancing speed, empathy, and accuracy.
• Used active listening and clear communication to calm frustrated callers, build rapport, and create positive customer experiences.
• Applied Microsoft Office and CRM tools to organize customer information, document interactions, and support efficient daily service workflows.
Customer Service Representative — Walmart — 01/2022–06/2022
• Provided timely, helpful support to customers and team members in a fast-paced service environment.
• Answered customer questions and resolved concerns quickly, courteously, and professionally.
• Improved customer satisfaction through clear communication and attentive service.
• Collaborated with team members to strengthen service delivery and support daily operations.
• Used customer feedback to identify service gaps and recommend improvements that enhanced customers’ experiences.
Teacher, Trainer, and Presenter — Dallas Independent School District — 08/1995–12/2019
• Advanced to History Department Lead and spearheaded curriculum improvements that strengthened student engagement.
• Designed, delivered, and facilitated training and mentorship that strengthened departmental skills, confidence, and instructional effectiveness.
• Cultivated, guided, and energized a collaborative team environment focused on professional growth, shared accountability, and continuous improvement.
• Led, coached, and presented districtwide training programs that improved staff presentation skills and instructional delivery.
• Planned, managed, and executed a successful career transition from teaching to self-employed computer consulting, supported by continued classical guitar study and performance. EDUCATION
Master of Science — Southwestern Theological Seminary — Fort Worth, Texas Bachelor of Science — William Jewell College — Liberty, Missouri
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