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resume@michaelharbour.info |
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Seeking a position with opportunities for learning and growth in a healthy and stimulating environment |
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EMPLOYMENT
HISTORY |
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07/09 – 07/10 |
Customer Relations Supervisor |
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Led, trained, coached and developed a team of 7-12 Customer Relations Agents. Recognized opportunities for improvement and initiated actions to facilitate positive change as well as recognizing and reinforcing exceptional performance. Utilized both written and verbal communication to effectively communicate to management and above. Worked independently to complete projects as assigned by Support Services management. Completed goals and projects with limited supervision. . Identified patterns in customer and employee contacts to determine technical, policy or training issues which may need to be addressed. Adapted to the changing needs of the business during bankruptcy process. |
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03/09 – 07/09 |
Customer Relations Agent |
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Supported customers and store associates requesting assistance by phone and email. Initiated research, responded to and resolved issues and conflicts, tracked information, documented issues and resolutions. Kept supervisors advised of problems, trends, ideas, and decisions as needed while seeing beyond immediate assignments to act on opportunities and problem areas. Quickly took on new and additional responsibilities while maintaining positive and professional working relationships within a team environment. |
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09/08 – 03/09 |
Store Director |
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Supervised a team of 6-10 employees. Responsible for all aspects of store operations: Selecting, training and developing store employees; maintaining financial controls including shrink, labor and operating expenses. |
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02/08 –09/08 |
Assistant Store Director |
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Assisted Store Manager with the supervision of a team of 5-8 employees. Supported the Store Manager in maintaining the store environment to ensure consistent execution of all company merchandising strategies, standards, and financial accountabilities. |
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Yahoo! Small Business |
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04/07 – 02/08 |
Small Business Customer Solutions Representative |
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Resolved complex customer inquiries mostly regarding web hosting and design products through the use of multiple customer support tools. Effectively articulated complex information to a variety of technical and non technical customers. Assisted customers with inquiries while providing consultative support and recommendations. Educated customers on additional products. Helped customers to be successful. |
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Yahoo! Search Marketing |
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04/06 – 4/07 |
Customer Solutions Client Advocate |
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Answered advertiser questions
via telephone and email; treating advertisers with respect and ensuring that
questions were resolved; including billing and budgeting questions,
explanations of different products, and technical questions. Provided a
system walk through to advertisers as needed, explained and reinforced Y!SM guidelines. Trained as a Subject Matter Expert for the ‘ |
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HSBC Card Services |
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04/01 – 03/06 |
Customer Care Representative |
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Resolved telephone inquiries, complaints and problems, diffused escalated calls, performed account activity on customer accounts, negotiated payment arrangements on past due and over limit accounts, interfaced with other departments to resolve customer inquiries. Promoted to CSR II 4/03. Performance incentive bonus trip 11/03. Temporarily assigned to Strategic Development Test Team and Operations Project Team 4/28/05 - 6/10/2005 |
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02/01 - 05/01 |
Member
Services Representative |
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Contacted members, subscribers
and other interested parties regarding memberships, subscriptions and
donations. |
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Monaco Coach Corporation |
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08/00 - 02/01 |
Security Systems Installer |
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Installation and trouble shooting
of security and keyless entry systems in top of the line motor coaches.
Assisted in other areas of production as needed. |
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Neighbors Bar |
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09/99 - 07/00 |
Bartender |
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Prepared food and drinks for
a moderate to high volume night club. Supervised and trained other employees. |
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Club Arena |
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06/88 - 08/99 |
Lead Bartender |
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08/87 – 08/99 |
Disk
Jockey (DJ) |
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Coordinated a team of bartenders
and cocktail waiters for a popular, high volume nightclub; also inventory
management, supervising and training employees, light maintenance and
cleaning. Began employment as Disk Jockey, trained as Bartender, occasionally
filled DJ position throughout tenure. Temporarily took on Manager's position
while Manager was on leave 8/90 – 6/91 |
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Flicks and Pics |
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07/93 - 12/98 |
Video Store Clerk |
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Manned counter, cashiered, balanced
and closed cash drawers, provided in person and telephone customer service,
restocked inventory for this eclectic neighborhood video store known for its
comprehensive selection and knowledgeable staff. In addition to regular
duties, participated in inventory selection and training new hires. |
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Burns International Security Services |
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08/87 – 04/88 |
Security
Guard |
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Provided site security at a
variety of locations including offices, lumber mills and hospitals. Was
offered Site Supervisor Position, October 1987 |
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Attic Comics Shop |
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06/83 - 06/87 |
Owner/Manager |
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Responsible for all aspects
of business for this specialty periodical and book store: ordering, inventory
control, sales, marketing, bookkeeping, hiring, etc. |
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KSRA Radio |
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05/78 - 12/80 |
Announcer/D.J., |
Salmon, ID |
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Announcer and Disk Jockey for
radio station in an isolated community. Played a variety of program formats
to cater to a diverse population, recorded commercials and assisted in live
broadcasts of athletic events. |
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Additional part-time, temporary, seasonal and occasional employment |
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Library Aid, Farm Equipment
Parts Counter Person, Roofing and Light Construction, Actor, Bus Station
Ticket Agent, Substitute Pawn Shop Manager, Bagel Baker |
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EDUCATION |
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Bachelor of Science in Philosophy |
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Computer Applications and Web Design coursework |
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