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Michael Cain

Customer Service and Support Specialist

Sun City, CA

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I seek to find employment with a company where my skills and experience will be an asset to the business while furthering my knowledge and abilities in the process. 
What I would like to see from a Company that I am employed with is that they will continually educate the employees with updates and the operational use of the products that are offered to better assist their customers. 
I have been in the Customer Service business for several years and I know what it takes to satisfy the customer and still keep the best interests of the Company in mind. I work well in a team environment as well on my own and need little supervision. I am very mechanically inclined so I learn the technical aspects of the products quickly and would able to better assist the customer with the operational use of the product. 
 
Customer Service & Support Specialist 
Offering an award-winning track record of customer care excellence within high-volume environments that includes 
Call Centers ● Online Support ●  
Computer Skills 
Word, Excel, PowerPoint, Access, Outlook, XP and Vista Programs. 
Mission Statement 
Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. 
 
Key Skills 
 
World-Class Customer Service, Troubleshooting/ Problem Solving, Up-Selling/Sales Support, Customer Order Fulfillment,  
Call Center Operations, Technical/User Support, Complaint Handling 
Reports & Documentation.

Work Experience

General Household Maintenance Repairman

Cain Enterprises
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Sun City, CA
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October 2009 to Present

My duties were to repair whatever household items that the customer has had broken or install or build whatever project that the customer had in mind. I have installed brand new doors sets, painted walls, inside and outside the house. I installed outside trim around windows. Built storage sheds, gazebos and lattice fences. Laid tile flooring and installed shelves. Reinstalled electrical wiring for a hot tub. I have installed concrete siding on a house with trim. I have built a patio extension with 12" pavers and a large Koi fish pond complete with a waterfall and a fountain and decorative lighting. I have installed landscaping shrubs and Roses. I have repaired indoor cabinets and flooring. I have also done minor automotive repair work, brakes, cooling systems, electrical repair for customers as well. 
 
1/2005 to 9/2009 
Advanced Flow Engineering 
Corona, CA 
Technical Support / Customer Service Representative 
 
My duties were to assist the customer with technical service questions and concerns with AFE's product. I also processed the returned packages when customers returned the product back to the company. My duties also included tracking of packages and contacting freight carriers for information on deliveries. I interacted with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. I answered sales calls and entered sales order requests into the system for the sales dept. I worked with the engineering department in solving problems that customers had with AFE products. I worked with the shipping department with special orders and international orders as well. I also worked with the US Postal Service with special deliveries as well. 
 
4/2003 to 12/2004 
American Lighting / King Kong USA 
Riverside, CA 
Customer Care Manager / Service Manager 
 
I was the Customer Care Manager for King Kong USA Inc., a division of American Lighting. I also was the Service Manager, who repaired the massage chairs. I interacted with customers to provide information in response to inquiries about products and services and to handle and resolve complaints about the massage chairs. I scheduled appointments with the customers to repair the massage chair and I traveled to the location of the customer's massage chair to repair the chair. I sometimes would drive the company truck to setup the demonstration massage chairs at a "Road Show" at various Costco & BJ'S stores located across the country and I sometimes worked the show when the Sales Dept. was shorthanded. I would also check out and repair the demo massage chairs when they come back from a "Road Show". I also assisted the Facility Manager with minor repairs to be performed at our 750k sq. ft. warehouse.

Michael exemplifies excellent customer service

Performance Review Excerpts
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2008 to 2008

Performance Review Excerpts 
" For the second year in a row, Michael has been the top performer on my team exceeded his call metrics goals by 15% excellent communication, technical support and troubleshooting skills excels in working independently in a fast-paced environment has become my #1 go to person for any technical issues (2008 Performance Review, Advanced Flow Engineering.) 
 
" Michael exemplifies excellent customer service consistently thinks outside the box and finds creative ways to solve customer problems Identifies opportunities to increase customer retention and satisfaction through the use of up/cross-selling strategies and excellent communication skills well organized, with the ability to multitask and prioritize workload documents in detail all interactions with customers " (2002 Performance Review, ATK North America) 
 
" Handles the demands of a high-volume customer service desk with ease exemplary customer service and complaint handling skills dedicated and reliable " (2004 Performance Review, American Lighting)

Customer Service Associate, Hardware Department

Lowe's Home Improvement Store
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Murrieta, CA
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January 2003 to April 2003

I assisted customers with all their hardware needs and offered advice on projects that they were working on. I was factory trained on how rekey new and used door locks. I also cut keys for customers, cut glass and Plexiglas to order for the customers. I ordered special order items for the customers. I helped fellow associates restock the shelves with product.

Expediter / Logistics Expert

Cain Enterprises
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Sun City, CA
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October 2002 to January 2003

I assisted the salesmen at Pacific Valley Homes in Perris, CA with the delivery and setup of the manufactured homes that they sold. When the salesman notified me of a sale of a manufactured home, my duties included the following; notify a transportation company as to when and where to move a newly manufactured home to the customer's plot of land. I had to get the fees and contractor's bids in a timely manner. I had the buyer order the appropriate utilities for the home. I also scheduled set up of the home and made sure they ordered door sets. I ordered appropriate appraisals and did numerous follow ups with the contractors. I made phone calls to the title company to insure that all permits were in order. I also contacted a contractor to make sure that the land was graded and a road was in place if the plot of land was in a rural area.

Inside Sales / Customer Service Agent

ATK North America
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Santa Ana, CA
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June 1996 to October 2002

My duties included assisting the customer, via phone or internet, to order the correct product for the repair project that they were doing. I assisted both the Do It Yourself user as well as the professional auto repair facility. I processed the order by computer. I also tracked the customer's order when they experienced problems with shipping companies or if they had a warranty related matter or other problems that they may have experienced. I also made follow up calls to the customer to ensure that they have experienced no problems with the product after it had been installed.

Automotive Service Technician

Seal Beach Independent Honda & Toyota Repair
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Seal Beach, CA
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October 1991 to May 1996

I diagnosed and made repairs to all models of Honda and Toyota vehicles. I reordered and maintained the parts inventory as necessary. I advised customers of necessary repair work that were needed to be performed on their vehicles. I also informed the customer of impending services that were due to be performed.

Freelance Cameraman

Seal Beach Independent Honda & Toyota Repair
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Santa Ana, CA
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August 1994 to January 1996

I did freelance camera work for OCN Sports Department. I performed hand held camera work at High School football and basketball games at Orange County High Schools to be broadcasted on the OCN sports show.

Assistant Shop Foreman / Service Dispatcher

Toyota of Garden Grove
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Garden Grove, CA
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May 1990 to September 1991

As the assistant shop foreman, my duties were to assist the technicians with repairs on the vehicles and to quality check all repair work that was performed before the vehicle left the dealership. I also made sure that all smog work was performed correctly. I had to sign the smog certificate attaining that the test was performed according to the rules set by the state of California. 
As the service dispatcher, my duties were to hand out all repair work to the technicians. I also made appointments for the vendors to install equipment on new and used vehicles. On the weekends, I was in charge of the service department.

Service Technician

Toyota of Garden Grove
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July 1989 to May 1990

I was a Toyota Master Technician who performed repair work on all models of Toyota vehicles. I also assisted the newer technicians with their repair work if the needed help. I also repaired theft recovery vehicles that the insurance companies recovered which included repairing the locks, body parts that were missing or damaged, engine, transmission repair work, electrical repair work.

Education

Certificate of Completion in Television Broadcasting

Fullerton City College -
Fullerton, CA

January 1991 to January 1996

High School Diploma in General Studies

Buena Park High School -
Buena Park, CA

January 1971 to January 1973

Skills

Mircosoft Excel, Word, Publisher, Outlook, Xp, Vista OS

Additional Information

Computer Skills 
Word, Excel, PowerPoint, Access, Outlook, XP and Vista Programs. 
Mission Statement 
Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. 
 
Key Skills 
 
World-Class Customer Service, Troubleshooting/ Problem Solving, Up-Selling/Sales Support, Customer Order Fulfillment,  
Call Center Operations, Technical/User Support, Complaint Handling 
Reports & Documentation 
 
SKILLS 
 
Skill Name: Skill Level: Last Used: 
Power Point Beginner Currently Used 6 years 
Computer Skills Intermediate Currently used 15 years 
Microsoft Excel Intermediate Currently used 11 years 
Microsoft Word Intermediate Currently used 11 years 
Microsoft XP/Vista Programs Intermediate Currently used 10 years