MICHAEL DONOHUE
Willow Bunch,SK
Summary
A motivated and experienced professional seeking a challenging position where my diverse background and skills in management, logistics, training, and business management can be utilized to contribute to organizational success.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and a true team player.
Overview
16
16
years of professional experience
Work History
Customer Service Representative and Operation Support Specialist
TeleTech Holdings
04.2024 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Acted as Supervisor during night shifts
- Was awarded Employee of Month Bonus twice
Online ESL Teacher
51Talk - Independent Contractor
01.2017 - Current
- Develop and deliver English lessons to children learning English as second language
- Created exercises to correct pronunciation issues, notably voiced 'th' sound.
- Over 15,000 classes taught
- Over 1,200 students
Warehouse Supervisor
Metroland Media
11.2008 - 01.2018
- Managed warehouse responsible for shipping over 5 million pieces weekly
- Implemented efficiency initiatives that led to 45% reduction in labor costs.
Education
Bachelor of Arts - Philosophy
University of Waterloo
Waterloo, ON05.1986
Skills
- Proficient in logistics, training, research and development, and staff management
- Experienced in various aspects of business management
- Microsoft Excel
- Call Center Operations
- PowerPoint Proficient
- Critical Thinking
- Problem-solving abilities
- Customer Service
- Active Listening
- Money handling abilities
- Team Development
Business Management Skills
Proficient in business planning, marketing, sales, hiring, training, and problem-solving.
References Available
True
Community Association Involvement
Participated in Local Business Councils.
Languages
English
Native or Bilingual
Reading, Puzzle Solving, Golf
I enjoy reading various genres of fiction because of the insights it gives into various personality types. I also read nonfiction papers and information.
I solve all types of puzzles to challenge my mental limits and maintain critical thinking and creative problem-solving skills.
I taken up golf in recent years and hope to continue to improve my game skills.
Timeline
Customer Service Representative and Operation Support Specialist
TeleTech Holdings
04.2024 - 05.2024
Online ESL Teacher
51Talk - Independent Contractor
01.2017 - Current
Warehouse Supervisor
Metroland Media
11.2008 - 01.2018
Bachelor of Arts - Philosophy
University of Waterloo
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