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Customer Service Specalist

A well rounded Customer service and operations professional. I have the knowledge and skills set plus the friendly and courteous disposition to get the job done. I have worked on the Operations team for a fortune 500 Business Sales team that was fast paced and detailed oriented and excelled. In addition to leading and training award winning customer service teams, I have exceeded expectations while multi-tasking on numerous side projects.

Responsible for providing excellent customer service on calls regarding all aspects of consumer credit cards with an emphasis on quickly resolving issues with payments, all manner of customer requests and information updates and including up sales to new products. Protection of personal and financial information is integral to every interaction.

·	While new to the role I rank in the top 20% of representatives in the nationwide department as a result of my ability to master new tasks.
·	Consistently rank as the most available representative in the Brea call center, I do not log out or use after call work or other means to avoid calls.
·	As a result of my quality scores and history I am being utilized as the team’s customer service advisor, teaching basic customer service skills in relation to difficult situations and customers.

Responsible for providing excellent customer service on calls or emails that are complex and unique in nature. Take and ensure that order related CSR issues are handled warehouse and that the customer experience is optimal for all B2C and B2B customers.
·	Subject matter expert in various topics OC&C compliance, Customer Discount Registration Process, Business Customer Database profile entry creation, and Business Customer Contract Compliance.
·	Exceeded productivity and qualities goals, achieving a top ten ranking in the call center.
·	Successfully positioned solutions that increased the customers' wireless experience while increasing revenue per customer resulting awards, employee of the month and consistently in the top 25 representatives in the call center.
·	Demonstrated and modeled to others a commitment to Verizon Wireless code of conduct and business guidelines in all areas of work which led to leadership roles.

Customer Service Coordinator / Area Operations Coordinator

Responsible for delivering customer service new hire, business finance new hire, and compliance new hire and/or refresher training sessions. Partner with stakeholders for continuous training improvements and program effectiveness.

·	I partnered with the national team to create the first documents and class for the Enterprise Customer Profile Database compliance and profile entry, which was adopted and used nationwide.
·	Conducted job immersion via side by sides and team mentoring achieving the first and only 100% cross trained Business Finance Operations Team resulting in Irvine’s rank as number one center in the US. 
·	Received department recognition for my flexibility to adapt to the changing business needs including work hours, and specialized trainings for unique trainees.

Goal Trainer Business Finance Operations

Responsible for managing a team of 10 to 15 direct report coordinators and overseeing all Area Operations Center operational functions. Also provided daily/weekly/MTD reports and data analysis as it pertains to department and center performance. 

·	Was the only Supervisor to lead a team with 100% of their direct reports to a exceeding productivity goals, increasing transactions completed increasing customer satisfaction and lowering turn around times.
·	Honed my skills of training, coaching, and assessing performance for a New Hire team whose results exceeded standardized targets.
·	Liaised daily with department heads and HR, and was chosen to champion this role when emergency protocol and safety procedures were needed to deal with a fire that's smoke endangered the call center.
·	When an issue of overtime abuse and California meal payout incidents arose, my problem solving skills were used to not only reduce my teams incidents to zero, but I partnered with supervisors to reduce the number of incidents by over 90% for the entire department.

Area Operations Center Supervisor

Supported HQ and Area Initiatives to audit Area Operation Center orders and other customer interactions for compliance and correctness. Liaised with all channels to review audit results including creating reports to compile and track results, trends, and improvements.

·	Served as subject matter expert on all audits, OC&C, zero dollar, call sequencing, and reconciliation reports.
·	Developed audit review forms and processes as needed as department initiatives changed, such as creating standardized review process for phone interactions still being used.
·	Partnered with leadership to lead monthly compliance calibrations with direct reports, results were used to to address concerns leading to faster improvements of issues.

Quality Assurance Auditor

Responsible for managing a team of attractions hosts in daily operations of world famous shows and rides, with an emphasis in guest safety and a magical customer service experience. Also delivered trainings for new hires.

·	As subject matter expert for Animation Attraction, Muppet Vision 3D, and Its Tough to Be a Bug, I worked with Walt Disney Imaginearing to make changes to the operations manual to improve the guest experience.
·	Selected to lead the first new land to open in Disney's California Adventure, a highly sought position although I had less than a year experience.
·	As a lead I championed to decrease the area hours reducing all overtime and running the entire lad at 80% of target hours and increasing the overall budget.

Team Lead & Trainer

Find out detailed information about Michael Nelson, Customer Service Specalist in Huntington Beach, CA

Michael Nelson: Customer Service Specalist in Huntington Beach, CA

Michael Nelson

Bank Of America

Verizon Wireless

Verizon Wireless

Verizon Wireless

Verizon Wireless

Disneyland Resort

Colorado State University