Summary
Overview
Work History
Skills
Timeline
Generic

Michael Brown

CHICO,CA

Summary

Dynamic Customer Account Representative with a proven track record at Ferguson, excelling in client retention strategies and sales proficiency. Achieved significant sales targets while enhancing customer satisfaction through effective communication and problem-solving. Skilled in data entry and account management, driving business growth and fostering strong customer relationships.

Overview

17
17
years of professional experience

Work History

Customer Account Representative

Ferguson
02.2024 - Current
  • Devised tactics to grow customer base and boost sales.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Contacted customers to assess satisfaction and current needs.
  • Analyzed accounts for delinquencies and other ongoing issues.
  • Developed and implemented strategies to improve customer retention and loyalty.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Facilitated business by implementing practical networking techniques.

Counter Sales Representative

Ferguson
01.2023 - 02.2024
  • Restocked, rotated and visually merchandised products for maximum sales.
  • Informed customers about important policies and conditions on sales.
  • Answered telephone calls to offer information and promote business products.
  • Finalized sales by completing payments and required paperwork.
  • Documented orders in computer system with general conditions and special customer requirements.
  • Maintained clean, organized and professional counter space with continuous upkeep.
  • Welcomed customers and offered immediate assistance in line with business policies.
  • Achieved personal sales goals with great upselling and cross-selling abilities.

Inbound Pro Sales

Build.com
06.2021 - 01.2023
  • Opened new accounts and documented personal, demographic, and payment information in system.
  • Made average of 80 outbound and inbound calls per day.
  • Attained $370,000 in sales targets on monthly basis.
  • Utilized sales techniques to build customer interest and close sales.
  • Pitched products and services to potential customers, securing new deals and sales opportunities.
  • Implemented upselling techniques to increase revenue and move product.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Negotiated pricing and payment terms with customers when possible to close deals.

Inbound Sales Representative

Build.com
06.2020 - 06.2021
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Utilized automated systems to log and retrieve information.
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
  • Responded to customers within required turnaround times.
  • Documented details of calls and customer interactions.

Customer Service Representative

Build.com
01.2020 - 06.2020
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Created and maintained detailed database to develop promotional sales.

Tier 1, Tier 2 , Point of Contact

Milestone Technologies
04.2016 - 09.2019
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Trained new personnel regarding company operations, policies and services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Proven ability to learn quickly and adapt to new situations.

IHSS Care Provider

Miansl
11.2014 - 04.2016
  • Followed nutritional plans to prepare optimal meals.
  • Provided transportation and appointments management.
  • Assisted disabled clients to support independence and well-being.
  • Provided mobility assistance such as walking and regular exercising.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.

Job Title Driver/ Sales / Butcher/ Ranch Worker

Llano Seco
11.2013 - 04.2016
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Delivered goods and products to customer on time and in excellent condition.
  • Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
  • Verified proper inventory levels, product quality, and freshness to prevent sale of spoiled products.
  • Cut, trimmed and ground meats such as beef, pork, and poultry to prepare for packaging and sale.
  • Maintained and repaired various farming equipment.

Inpatient Claims

United Healthcare
12.2012 - 05.2013
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Resolved third-party payer issues such as denied medical claims.
  • Verified patient insurance coverage and benefits for medical claims.
  • Paid or denied medical claims based upon established claims processing criteria.
  • Evaluated medical claims for accuracy and completeness and researched missing data.

Transaction Specialist

United Healthcare
03.2011 - 12.2012
  • Handled account payments and provided information regarding outstanding balances.
  • Used data entry skills to accurately document and input statements.
  • Collaborated with customers to resolve disputes.
  • Managed large volume of medical claims on daily basis.
  • Used administrative guidelines as resource or to answer questions when processing medical claims.
  • Resolved medical claims by approving or denying documentation, calculating benefits due, initiating payments and composing denial letters.

Rapid Resolutions Specialist

United Healthcare
03.2009 - 03.2011
  • Managed large volume of medical claims on daily basis.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Used administrative guidelines as resource or to answer questions when processing medical claims.
  • Reviewed provider coding information to report services and verify correctness.
  • Paid or denied medical claims based upon established claims processing criteria.
  • Evaluated medical claims for accuracy and completeness and researched missing data.

Customer Care Professional

United Healthcare
03.2008 - 05.2009
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and medical claims.
  • Logged call information and solutions provided into internal database.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Navigated multiple computer systems and applications to find information.
  • Cross-trained and provided backup support for organizational leadership.

Skills

  • Data entry proficiency
  • Client retention strategies
  • Contract negotiation and closing tactics
  • Sales proficiency
  • Department collaboration
  • Sales proposal creation
  • Data tracking
  • Goal oriented
  • Sales expertise
  • Communication and negotiations
  • Prospecting skills
  • Account management
  • Business development
  • Customer engagement

Timeline

Customer Account Representative

Ferguson
02.2024 - Current

Counter Sales Representative

Ferguson
01.2023 - 02.2024

Inbound Pro Sales

Build.com
06.2021 - 01.2023

Inbound Sales Representative

Build.com
06.2020 - 06.2021

Customer Service Representative

Build.com
01.2020 - 06.2020

Tier 1, Tier 2 , Point of Contact

Milestone Technologies
04.2016 - 09.2019

IHSS Care Provider

Miansl
11.2014 - 04.2016

Job Title Driver/ Sales / Butcher/ Ranch Worker

Llano Seco
11.2013 - 04.2016

Inpatient Claims

United Healthcare
12.2012 - 05.2013

Transaction Specialist

United Healthcare
03.2011 - 12.2012

Rapid Resolutions Specialist

United Healthcare
03.2009 - 03.2011

Customer Care Professional

United Healthcare
03.2008 - 05.2009

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Michael Brown