4150 Edgewater Drive
Orlando, Florida 32804
MICHAEL R. CONNERS
PROFESSIONAL WITH DIVERSE EXPERIENCE SEEKING A VIRTUAL ASSISTANT POSITION FOR SMALL BUSINESS OWNERS AND INDIVIDUALS.
OBJECTIVE To acquire a challenging career with a company or individual utilizing the opportunity to offer proven and developing skills within the position, while expanding leadership responsibilities, improve organizational ability to exceed corporate goals, and help honor all long-term commitments made to customers, employer, employees and the communities in which we live.
AFTERHOURS SERVICE, VIRTUAL ASSISTANT OCTOBER 2012 – PRESENT
Wrote Blogs, emails, articles, and manuals keeping the clients company culture in mind
Managed and Updated Social Media Accounts
Set up, Managed, and Maintained Domains for Email and Websites
CRM Setup, Managed, and Maintained adding Company info, Employees, Apps to improve work flow and
Aided in the Development of procedures, processes, policies, and online set up, also includes writing contracts, documents, content, etc.
Planned Trips and put together itineraries
Managed Calendar, task lists, invoicing, parts of payroll, event planning, contracts, etc
SHOP FACTORY DIRECT ORLANDO, FL. JUNE, 2015 - SEPT. 2015
Assisted customers with placing orders, returns, troubleshooting any issues, while demonstrating excellent customer service.
Researching and Contracting restoration companies to do repairs to furniture damaged in transit
Demonstrated an excellent ability in overcoming customer complaints, irate call, and escalated issues with a 96% conversion ratio.
Managed and maintained vendor and technician logs with updated contact information and job notes
Handled all outbound sales verification calls and follow up calls.
Responsible for tracking shipments on a daily basis to ensure on time deliveries
HERRING CLEANING JACKSONVILLE, Fl. March 2013 - May 2014
•Responsible for Managing and Maintaining the company facility that cleaning, restored, and housed client belongings, white creating and implementing new procedures to improve day to day operations.
•Demonstrated an excellent ability in supply management by ensuring accurate supply orders were placed on time as well as keeping up to date supply logs and tracking usage in order to lower supply cost.
•Utilized excellent communication and customer service skills when assisting insurance agents, clients, vendors, etc. with any questions, concerns, updates, and/or information related to a job while also maintaining communication logs.
•Responsible for working with insurance agents and clients to create accurate up to date non-salvageable lists
XP-SOLUTIONS LAKE MARY, FL. June 2011 – March 2013
•Assisted customers with placing orders, returns, troubleshooting any issues, while demonstrating excellent customer service.
•Responsible for monitoring each team and individuals performances on a daily, weekly, and monthly basis and reporting all information and or issues to senior management.
•Delegating tasks and responsibilities to each team member and following up to ensure completion.
•Demonstrated an excellent ability in overcoming customer complaints, irate call, escalated issues and employee complaints with a 96% conversion ratio.
•Assisting the team by performing the tasks with them which did include emails, live chat, fraud, pending, returns, and survey responses.
•Created and implemented a new training and development process which included and completely new training manual, training schedule, classroom workshops.
•Redesigned the customer service basically from the ground up adding, new procedures, policies, representative incentives and creating a better work environment for the employees, which aided in decreasing the company turnover rate.
EDUCATION HIGH SCHOOL DIPLOMA, WEST NASSUA HIGH SCHOOL, 1994 - 1999
Graduated top 10% of my class with a 3.9 GPA
President of FBLA, Captain of the Debate Team ,Soccer, Journalism – Social Editor, Year Book Staff
BACHELORS, CAPELLA UNIVERSITY 2011
Bachelors in Psychology
REFERENCES EXCELLENT REFERNECES FURNISHED UPON REQUEST