Michael Zavala
Charlotte
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Considered a result driven leader with experience in fast-paced work environment, billing, customer service and operations. Bringing fresh perspective assessing obstacles, forging new strategies, and actualizing dynamic solutions.
Overview
9
9
years of professional experience
Work History
Audits Client Service Specialist
AmWINS
09.2022 - Current
- Deep level of understanding of how to navigate internal portals as well as external portals for endorsement download.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Process: Additional premiums, Closed even, Return premiums, installments and non comply audits.
- Middle man for disputes between the Carrier and Agents regarding premium audits.
- Helped large volume of agents and carriers every day with questions regarding any of the audit processes
- Screen questions in central queues for duplicates, or misfiled emails.
- Filing documents.
- Provided knowledgeable service and support for all involved parties needs.
- Identify and correct problems needed for audit.
Event Lead, Bartender
Olde Mecklenburg Brewery
01.2019 - 12.2023
- Performed event coordination for larger parties and gatherings.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, and sanitation protocol.
- Managed event logistics and operations.
Operations - Bookkeeper
J&M Services INC. │
09.2018 - 06.2022
- Maintained and processed invoices, deposits, and money logs.
- Completed payroll for employees
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Reduced financial discrepancies through transaction monitoring and management.
- Managed vendor relationships and negotiated contracts to obtain best prices and value for money.
Assistant Manager
Sam’s Xpress Carwash │ Charlotte, NC
10.2014 - 12.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted sales, provided training to staff on difficult day to day situations, managed labor to maximize profitability
Education
Bachelor of Science - Health Systems Management
University of North Carolina At Charlotte
Charlotte, NC06.2021
Skills
- Bilingual - Spanish
- Customer Service
- Hospitality
- Organizational goal committed
- Accurate Recordkeeping
- Maintenance Requirements
- Critical thinker
- Problem Resolution
- Training Junior Team Members
Timeline
Audits Client Service Specialist
AmWINS
09.2022 - Current
Event Lead, Bartender
Olde Mecklenburg Brewery
01.2019 - 12.2023
Operations - Bookkeeper
J&M Services INC. │
09.2018 - 06.2022
Assistant Manager
Sam’s Xpress Carwash │ Charlotte, NC
10.2014 - 12.2017
Bachelor of Science - Health Systems Management
University of North Carolina At Charlotte
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