Michael Risby Email & Phone Number

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.• Answered questions and informed customers of current sales and promotions.• Provided customer service and first call resolution to increase QA satisfaction levels.• Answered 60+ inbound calls per day and directed to individuals or departments.• Sold luxury cruises with different prices and promotions tailored to our guests as well as shore excursions and cruise protection.• Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.• Led customer service staff in implementing strategies to propel Customer Satisfaction Index levels.• Kept detailed records of customer accounts, including actions taken, issues resolved and health sensitive information.• Managed social media accounts.• Audited cancellation fee and price adjustment Microsoft Excel reports

Seattle, Washington, United States

• Booked cruises and airline tickets with customers• Answered questions and informed customers of current sales and promotions.• Provided customer service and first call resolution to increase QA satisfaction levels.• Answered 60+ inbound calls per day and directed to individuals or departments.• Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.• Kept detailed records of customer accounts, including actions taken, issues resolved and health sensitive information.

Kent, Washington, United States

• Sold Ignition Interlock devices and tailored initial service for customers based on customer need and state law compliance, also troubleshooting, billing and all other questions and concerns pertaining to the Ignition Interlock device.• Contributed to the profitability of the company by utilizing effective sales techniques to sell Ignition Interlock devices with a close rate of over 20% higher than the company average and was the first sales representative to complete over 200 installs in a single month – generating over $200,000 in revenue for the company.

Tukwila, Washington, United States

• Sold products and tailored price-plans for customers based on customer needs or wants, also troubleshooting, billing and all other services pertaining to mobile devices.• Identified and ascertained customer needs by asking questions and recommending appropriate products or solutions.• Presented additional product and services options to customers based on account history and usage to increase sales.• Provided accurate and complete information with the effective utilization of system tools and resources.• Met team and individual quality and sales targets as established by management.• Updated customer records to accurately reflect transactions such as account changes, payments, discussions.• Provided tier 1 technical supports to help assist customers with issues regarding their mobile devices and services.

Federal Way, Washington, United States

• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.• Met and exceeded productivity targets by handling every interaction with top-notch customer service.• Upheld strict quality control policies and procedures during customer interactions.• Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.• Consulted with customers regarding needs and addressed concerns.