Michael Drop Email & Phone Number

Scranton, Pennsylvania, United States

• Conduct business-based and project-related audits as required, focusing on in-depth detail and urgency of need.• Develop comprehensive call listening worksheets that gather the necessary data for process and resource optimization.• Compile and analyze call listening data using Excel and pivot tables to identify trends and patterns.• Conduct qualitative analysis of customer interactions and make recommendations for improvement. • Act as the Real-Time Speech Analytics (RTSA) Call Listening Product Owner, responsible for developing and implementing a comprehensive call listening program. • Calibrate the program to meet the required standards for quality and accuracy. • Assist with RTSA/RTAA keyword testing to identify areas for improvement. • Produce reports based on business needs that provide actionable insights to drive better outcomes and improve customer experience.

Scranton, Pennsylvania, United States

• Revised Auditor Role to incorporate Automation and Remediation project work within the Quality space.• Conduct project and business-focused audits of customer interactions and data analysis while utilizing Quality standards to offer recommendations for improving Advocates and processes/resources.

Scranton, Pa

• Audit Medical On-Shore/GSP/Focused interactions and ensure compliance with department metrics• Research Standard Operating Procedures (SOPs), business correspondence, and multiple front and back-end systems to verify accuracy and completeness of information quoted by Customer Service Advocates to customers• Provide clear and actionable feedback on identified Advocate and/or process improvements• Stay up-to-date on processes and procedures • Leverage experience to create Knowledge Articles to address trends/knowledge gaps

Scranton, Pa

• As Dedicated Account Champion for Fuji/UTC/EMD clients, took full accountability of all escalated customer-service issues to ensure customer satisfaction and client retention.• Utilized multiple internal resources/systems to troubleshoot and research customer inquiries in order to provide the most accurate and effective resolution.• Consistent, transparent follow up to ongoing customer concerns until resolution met.• Educated new and existing customers on Pre-Enrollment documents, plan-specific incentives, and clinical coaching programs offered to help customers make informed decisions.• Resolved healthcare spending account issues (e.g. FSA, HRA, HAA, HSA) through utilizing internal systems and processes.• Assisted New Hires during On the Job Training (OJT) through a Peer Assisted Learning role, New Hire chat (when business need allowed), and acted as New Hire Gatekeeper for open calls/ongoing issues.• Provided seamless on-boarding experience for New Hires in Academy Bay through Floor Support.

Waverly, Pa

• Actively listen then perform duties determined by Shift Supervisor.• Analyze registration/ink color during production and manually/electronically adjust ink levels/registration to match pre-press quality metrics.• Remain level-headed during commercial jobs in a fast-paced, team-based printing environment to ensure product quality.• Utilize specialized software/machinery to output digital photo-polymer plates used on Goss Headliner Offset and Goss Urbanite presses ensuring accuracy of dates, page numbers, and image quality.• Capable of working between Goss Headliner Offset/Goss Urbanite lithographic presses on alternating shifts as needed.• Maintain run-time between daily newspaper runs by stripping, plating, purging rails, and running leads as necessary for the next job.• Position newsprint rolls into position to load, paste, then seamlessly fire/splice paper during production on Goss Urbanite press.

Dickson City, Pa

• Provide customer assistance in-store and over the telephone, offering knowledgeable guidance on products, services, and promotions.• Maintain appearance and organization of various sections of the sales floor through sorting and folding clothing, ensuring an inviting shopping environment for customers.• Attend to customers' needs in the fitting room, including maintaining cleanliness and tidiness of the area.• Act as primary and secondary register processing transactions with accuracy and efficiency while maintaining a friendly and welcoming demeanor.• Offer personalized recommendations on clothing items that complement customers' individual style and enhance their purchases.

Thompson, Pennsylvania, United States

• Perform seasonal preparation of camp facilities, both interior and exterior, including painting, water sealing, repairing broken screens/door handles, replacing shower curtains/handles, and repairing toilet-tank components.• Operate backpack leaf blower to clear activity areas of leaves and grass.• Weed-whack for extended periods in extreme heat, troubleshoot equipment issues as needed, and handle mulching and weeding tasks.• Demonstrate light plumbing, electrical, and carpentry skills to maintain camp facilities.• Use hand tools and power tools, such as hand drills, circular saws, table saws, power sanders, and pressure washers, daily to complete tasks.• Clean, organize, and maintain the shop interior to ensure efficient workflow.• Collect and dispose of garbage throughout camp and handle bi-daily collection/disposal of dining-hall garbage.• Regularly utilize, maintain, and clean camp-owned maintenance vehicles.• Execute winterization such as moving benches, garbage cans/surrounds to storage, and covering certain activities with tarps.• Monitor and maintain bunks and grounds throughout the camp season, addressing any problems that arise.• Adhere to proper safety procedures at all times while performing tasks.

Dickson City, Pa

• Contributed to store setup for November Grand Opening, including overnight work and floor plan relaying• Provided customer assistance in person and over the phone, utilizing in-store inventory system and extensive knowledge of store layout and merchandise• Conducted up-selling when appropriate and operated main and backup registers• Managed customer returns and utilized RF scanner for product placement, price adjustment, and promotions• Maintained cleanliness and organization of stock room, fixtures, and cleaning closet• Sorted and received weekly truck shipments, prepared outbound shipments, and shelved mislabeled products in correct categories• Supported fellow employees with shelving, recovery, and heavy lifting tasks as needed.

Crystal Lake, Pennslyvania

• Prepare outdoor areas of the Inn for winter by winterizing patios, balconies, and other areas.• Maintain organization and upkeep of food and miscellaneous storage areas.• Clear snow and ice from walkways and balconies, and ensure safety by applying salt as needed.• Work in outdoor winter elements for extended periods, including collecting kindling, splitting firewood, and building outdoor fires for guests, as well as maintaining a small ice-skating rink.• Perform minor electrical repairs both indoors and outdoors.

Crystal Lake, Pennsylvania

• Provide excellent customer service, including serving freshly baked bread and water to diners.• Manage dish washing duties with speed and efficiency, utilizing two basin sinks and two industrial dishwashers to ensure timely cleaning and drying of dishes.• Prepare and plate salads and desserts to order, paying close attention to presentation and plating instructions to ensure customer satisfaction.

Dalton, Pa

• Ensured cleanliness and maintenance of camping grounds, public restrooms, cabins, and yurts on a daily basis.• Collected / disposed of garbage and recyclables from camping, picnic, and park areas.• Utilized state-owned equipment, such as a Chevy Silverado or half-ton dump truck to effectively remove and dispose of environmental refuse, including brush and branches.• Conducted outdoor maintenance such as weed whacking, stone wall rebuilding, tree planting, post hole digging, and gravel leveling to ensure the safety and aesthetic appeal of surrounding environment.• Demonstrated unwavering commitment to safety, efficiency, and environmental responsibility while executing all job duties.

Dickson City, Pennsylvania, United States

• Provide customer service in-store and on the telephone • Assist customers in transporting large products to their cars • Demonstrate extensive knowledge of products and aisle / bay location in-store • Operate backup register when needed • Conduct stocking / recovery tasks as required • Maintain organization and cleanliness of stockroom • Use RF scanner / in-store OS for inventory management, markdowns, and label printing • Ensure proper display, inventory, and organization of basket aisle (Basket Captain) • Label / organize overstock items • Follow planogram instructions for building shark / end caps • Collect / dispose of trash, operate cardboard compactor, and maintain shopping carts (parking lot / in-store) • Conduct sweeping / cleaning of store and public restrooms• Utilize PA system for closing announcements during closing shift.

Unfinished, English With A Concentration In Writing

Activities and Societies: I could've been inducted into the English Honors Society, but I declined due to personal and financial reasons..

H.S. Diploma

Activities and Societies: Student Council, Drama Club, Chorus, Soccer, Baseball, Letterman's Club