Michael Nelson
Memphis
Summary
Dynamic professional with a proven track record at American Home Shield, excelling in customer service and purchasing authorization. Recognized for enhancing client satisfaction through effective communication and attention to detail. Skilled in conflict resolution and multi-tasking, consistently achieving cost-saving initiatives while fostering customer loyalty.
Overview
10
10
years of professional experience
Work History
Purchasing/Authorizer
American Home Shiled
10.2017 - Current
- Communicate with homeowners and technicians via inbound and outbound calls. Educating homeowners about their repair/replacement options in detail. Collecting detailed diagnosis from technicians to authorize them correct amounts for company cost saving initiative.
- Process upgrade request. At times using the credit dollar amount the homeowner has to apply towards the purchase of a new unit and then process the order.
- Enhanced client satisfaction by providing efficient and accurate authorization services.
- De-escalated upset and frustrated customers.
Customer Service Representative
American Home Sheild
10.2015 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Hillcrest High School
Memphis, TNBusiness Management
Shelby State Community College
Memphis, TNSkills
- Effective Communicator
- Multi Tasker
- Think Outside The Box
- Pay Attention To Detail
Timeline
Purchasing/Authorizer
American Home Shiled
10.2017 - Current
Customer Service Representative
American Home Sheild
10.2015 - 10.2017
High School Diploma -
Hillcrest High School
Business Management
Shelby State Community College
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