Michael Pheiffer Email & Phone Number

United States

Peoria, Illinois, United States

Peoria, Il

As a Team Leader (TL) I helped manage, coach and train 3 different teams of 30-100 (varied / est.) agents who provided assistance to consumers of transportation services, kitchen / bathroom fixtures and other consumer goods. I interacted with all levels of the organization / account regularly to ensure that client and consumer satisfaction was met and to ensure that CSR's were equipped for their duties and supported personally.

Peoria, Il

I was promoted to Team Leader on Jan 12, 2009. Prior to then--as a CSR--I used provided company troubleshooting resolution trees to evaluate technical problems and find appropriate solutions. I managed 30-50 customer calls daily with an average handle time of "meets" or better. I routinely achieved average monitoring scores of 90%+ on evaluations. I communicated professionally with colleagues, freelancers and clients. I recorded actions taken, issues resolved and various other information in appropriate client platforms to effectively manage customer accounts. I provided excellent customer care with empathy by responding to requests, assisting with product selection and handling ordering functions.

Galesburg, Illinois

Positions included: Systems Operator, Quality Control, Section Lead Picker, Packing Specialist. Duties included maintaining track of a multitude of art supply products. I aided buyers and merchandisers in locating and verifying product qualities and locations. As a picker / packer I picked items for both store and consumer orders and packed said orders when I was needed as a packer.

Greenville, South Carolina Area

Duties included: managing the periodicals room and the reference area. I also assisted numerous staff, faculty and students with various research projects. Additionally, I helped manage the "make up testing" room located within the library.

Greenville, South Carolina Area

I helped build sets. I also helped manage the tool room. In addition to these duties, I worked on set placement during Opera and Shakespeare Productions.