Michael Sharpe

Maintained strict confidentiality with all personal data as per company guidelines.

• Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
• Used Mcleod and Oracle programs to upload customer and carrier invoices.
• Worked in collaboration with team members in accounts payables to be sure our drivers were paid in a timely manner.
• Worked in collaboration with team members in accounts receivables to be sure our customers paid their invoices in a timely manner.
• Managed approximately 300 emails a per day from customers and team members.

• 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.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Managed up to and sometimes exceeding 100 phone calls per day from customers.

• Managed approximately 60 incoming calls per day from customers.
• Relayed and transcribed written and verbal messages to personnel.
• Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
• Maintained high-quality service standards with consistent adherence to company policies and procedures.
• Contributed to a positive work environment through effective collaboration and mutual support among team members.