Michael W. Harman
Foothill Ranch
Summary
Over 10 years of experience in writing and communication, specializing in customer service. Demonstrated success in creating and implementing training materials that enhance clarity and consistency across teams. Proven track record in coaching customer service agents to improve performance and drive professional development. Highly organized and results-oriented, with expertise in project management and operational efficiency optimization.
Overview
10
10
years of professional experience
Work History
CS Content Expert
Bayside Support Services LLC
10.2023 - Current
- As part of the Customer Service Content Expert role, I have directly initiated the planning and establishment of knowledge-based training materials, guides, protocols, and procedures for specific customer service content.
- A significant portion of my role has involved meticulously documenting comprehensive information about specific customer service content. This ensures that fellow customer service agents and other departments have a clear understanding of specific content protocols and procedures.
- Continuously, I have been involved with regularly reviewing existing protocols and procedures and updating specific customer service content for accuracy, clarity, as well as consistency.
- Additionally, I have collaborated extensively with diverse teams, including customer service agents, development operations teams, as well as marketing, to ensure our protocols align and are being adhered to across all departments.
- As a Customer Service Content Expert, I serve as an important link in assisting the company, its departments, as well as its personnel with certain specific customer service content and the proper handling of its protocols and procedures.
- As part of my responsibilities, I successfully implemented a structured coaching and 1-on-1 meeting program, ensuring separate individual weekly sessions for several teams of agents as well as meticulously documenting and maintaining detailed records of notes, feedback, goal settings, and action items.
- Also, building a strong foundation for analyzing CS agent teams across key metrics: quality, productivity, adaptability, and efficiency. I continued to collaborate with customer service managers, supervisors, and agents to foster their professional growth and success. I also enhanced my ability to provide ongoing encouragement to agents, specifically by recognizing their strong performance during our 1-on-1 meetings and coaching sessions.
- As part of customer service coaching, I established a solid rapport with many agents and consistently check in with agents to assess their mindsets and foster a safe environment where team members feel comfortable addressing concerns while maintaining confidentiality. Additionally, offering support, escalating issues as needed, and remaining flexible with our customer service agent expectations.
- Additionally, highlight specific examples of strengths and areas for concern, clearly communicate expected standards, and provide appropriate resources. I regularly followed up with agents to gather feedback week to week and assess the effectiveness of our coaching and training initiatives.
- I also have guided agents in setting and achieving specific, measurable, achievable, relevant, time-bound goals by having them identify and prioritize hard skills, soft skills, and personal goals. Additionally, I have collaborated with several agents to set established objectives and key results and to prepare long-term goals to develop more customer service skills for future positional opportunities.
Customer Service Supervisor
Bayside Support Services LLC
10.2022 - 10.2023
- Spearheaded and managed multiple customer service projects utilizing escalated training for a high-performing team of online customer service representatives.
- Established a strategic leadership approach, focusing on advanced project management techniques and implementing efficient customer service practices.
- Set up plans and execution of new comprehensive training outlines, provided advanced mentoring to agents, and proactively identified and addressed complex issues for improvements.
- Orchestrated daily and weekly project performance monitoring as well as detailed feedback sessions to establish project improvement plans.
- Mastered the resolution of escalated customer inquiries and legal complaints, ensuring quick, effective, and user-centric solutions for the best possible outcomes.
- Initiated the finalized development and implementation of important customer service policies and procedures in certain key areas to ensure comprehensive inclusion of common and advanced situations.
- Achieved advanced proficiency in utilizing sophisticated customer service software, advanced levels of CRM systems, as well as 3rd party service communications.
Customer Service Supervisor in Training
Bayside Support Services LLC
01.2022 - 10.2022
- Assisted in overseeing and managing a team of online customer service representatives as well as several departmental projects, ensuring high-quality service and customer satisfaction.
- Focused predominantly on building a strong foundation in leadership, team management, and utilizing the best practices of customer service.
- Developed, acquired, and sharpened leadership skills as well as gained confidence in delegating tasks and responsibilities to others.
- Engaged in responsibilities including assisting in the creation and delivery of training lessons, mentoring new and existing agents, and identifying skill gaps.
- Participated in monitoring team performance, project resolutions, providing feedback, as well as contributing to performance improvement plans. I also learned to handle escalated customer inquiries and legal complaint escalations, ensuring timely and effective resolution and maintaining customer satisfaction.
- Assisted in developing and implementing multiple customer service policies and procedures, analyzing customer feedback, and identifying areas for improvement in service delivery.
- Advanced a greater knowledge and proficiency in using customer service software, CRM systems, and other relevant tools to manage and analyze customer interactions and data.
Customer Service Representative 2
Bayside Support Services LLC
03.2021 - 12.2021
- Provided advanced financial and email support to a wider variety of global clients, ensuring stringent adherence to international transactional protocols and complex regulatory procedures.
- Assisted in several initiatives to optimize intricate financial operations and in creating Standard Operating Procedures (SOPs), resulting in substantial improvements in operational efficiency and data accuracy for multiple platforms.
- Proactively engaged with several customer service and development support teams to strategically resolve multifaceted regulatory challenges, consistently demonstrating adept problem-solving and critical decision-making capabilities under high-pressure scenarios.
- Assisted in the development of a comprehensive management of financial documentation and streamlined transaction workflows.
- Utilized advanced problem-solving skills to resolve more complex customer issues, as well as assist in training fellow customer service representatives, and maintain clear verbal and written communication.
- Mastered key workflows and processes, developing the skills, knowledge, and experience necessary for efficient inquiry handling and high-quality service.
Customer Service Representative 1
Bayside Support Services LLC
09.2020 - 03.2021
- Delivered high-level email support to global clients, ensuring seamless international transactions and adherence to regulatory compliance.
- Optimized financial operations and Standard Operating Procedures (SOPs), ensuring the proper application of customer service efficiently and accurately.
- Collaborated with supervisors to resolve procedural challenges, demonstrating strategic problem-solving under pressure.
- Managed intricate documentation and international transaction workflows and assisted team restructuring and performance enhancement initiatives.
Dock Hand
SAFE HARBOR MARINAS
Bradenton
12.2018 - 08.2020
- As a dock hand, I was responsible for the daily operations of the marina, providing a kind, respectful, and professional welcome to new slip and dry storage customers.
- My duties included daily maintenance and ensuring the cleanliness of docks, walkways, gangways, grounds, equipment, and other designated areas.
- I routinely rinsed, cleaned, and flushed all dry storage vessels ranging from 18' to 40' before and/or after usage, with experience flushing outboards, inboard/outboards, and water jet engines.
- I also worked daily as a forklift spotter, ensuring the safe removal and storage of all watercraft in the dry storage facility.
- I maintained an inventory of daily supplies for the marina and ensured all docks, equipment, and facilities were operational. Additionally, I assisted with special events/activities, inspected docked vessels for safety, and performed daily trash removal.
- As a certified fuel dock operator, I managed all fuel dock operations, safely fueling both petrol and diesel watercraft and vessels, and handled daily, weekly, and monthly reconciliations of fuel sold and/or allocated.
- Knowledge of POS systems for daily fuel and bait sales, etc.
- Superior Customer Service
- Fire Equipment Knowledge
- Hazardous Material Handling
- Problem Solving
- Team Player
- Detail-Oriented
- Power and Hand Tools
- Pressure Washing
Real Estate Assistant
Independent
Holmes Beach
05.2017 - 12.2018
- Assisted a Realtor in all aspects of Residential sales. Including relocation services, home improvement, general cleaning, and maintenance.
Groundsman/Golf Course Maintenance
The Lodge At Kauri Cliffs
Matauri Bay
10.2015 - 05.2016
- Operated various landscaping equipment including power mowers (for tees, green collars, and rough), edgers, gator utility vehicles, debris blowers, gas-operated backpack blowers, weed eaters, and fly mowers.
- Maintained course bunkers using rakes and sand pros, and assisted with bunker repair.
- Utilized hand tools such as shovels, rakes, pruning saws, saws, hedge, and brush trimmers.
- Pruned and trimmed trees, shrubs, and hedges using shears and pruners. Ensured proper upkeep of sidewalks, driveways, parking lots, cart paths, walking paths, and other grounds features, and gathered and removed litter.
Education
Bachelor of Arts - History
University of Central Florida
Orlando, FLSkills
- Google Docs and Sheets
- Microsoft Office Suite
- Research and analysis
- Writing and editing
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision making
- Time management
- Problem solving
- Stress management
- Payment processing systems
- Knowledge management strategies
- Training development and delivery
- Project management skills
- Team collaboration techniques
- Performance evaluation methods
- Policy writing expertise
- Cross-functional communication skills
- Goal setting strategies
- Project planning methodologies
- Analytical thinking
- Team leadership skills
- Social awareness and perceptiveness
- Organizational abilities
- Customer service software proficiency
Additional Information
Primary and secondary sources, bibliographies, footnotes, and endnotes. MLA, Chicago/Turabian documentation style formatting., Written multiple types of essays and various forms of research papers., General United States History, Western Civilization History, Humanities, Greek and Roman, Renaissance & Baroque, Enlightenment & Romanticism
Timeline
CS Content Expert
Bayside Support Services LLC
10.2023 - Current
Customer Service Supervisor
Bayside Support Services LLC
10.2022 - 10.2023
Customer Service Supervisor in Training
Bayside Support Services LLC
01.2022 - 10.2022
Customer Service Representative 2
Bayside Support Services LLC
03.2021 - 12.2021
Customer Service Representative 1
Bayside Support Services LLC
09.2020 - 03.2021
Dock Hand
SAFE HARBOR MARINAS
12.2018 - 08.2020
Real Estate Assistant
Independent
05.2017 - 12.2018
Groundsman/Golf Course Maintenance
The Lodge At Kauri Cliffs
10.2015 - 05.2016
Bachelor of Arts - History
University of Central Florida
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