Open to opportunities

Michael Richards

@michaelrichards

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Passionate customer service professional with a track record in tech support.

United States

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What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities in technology.

I'm a dedicated customer service professional with over five years of experience in technical support and client satisfaction roles. My journey has been marked by a commitment to understanding customer needs and providing effective solutions. I thrive in environments where I can take ownership of calls, empathize with customers, and ensure their satisfaction through prompt and clear communication.

Throughout my career, I have honed my skills in various technical support roles, including my current position as an iOS Advisor at Teleperformance. Here, I specialize in providing technical support for Apple products, where I have consistently achieved exceptional KPIs and received commendations for my attention to detail. My previous experience as a Technician Tier 1 at MobileHelp allowed me to develop strong technical support skills while maintaining customer loyalty through effective communication and problem-solving.

In addition to my customer service expertise, I possess a solid foundation in web development and digital marketing. My role as a Webmaster at Rush Tech Designs involved creating and customizing websites, managing digital marketing campaigns, and ensuring compliance with web standards. I am currently pursuing a BS in Software Development for IoT, which reflects my passion for technology and continuous learning.

Experience

Work history, roles, and key accomplishments

Current

iOS Advisor

Current

Teleperformance

Jun 2024 - Present (1 year 1 month)

Provided technical support for iOS, Apple Watch, Mac, and other Apple products. Specialized in account recovery, subscription management, and various troubleshooting within the Apple ecosystem.

Technical Support Customer Service Account Recovery Troubleshooting

Technician Tier 1

MobileHelp

Nov 2019 - Aug 2022 (2 years 9 months)

Provided excellent technical support and customer service to subscribers, interfacing with customers and emergency personnel. Handled equipment swaps, subscription changes, and troubleshooting issues with medical alert equipment.

Technical Support Customer Service Troubleshooting Sales Teamwork

Webmaster

Rush Tech Designs

Jan 2015 - Dec 2017 (2 years 11 months)

Created and customized websites, media, and email campaigns using Wordpress, Adobe Muse, and Wix. Managed all phases of digital marketing, including content creation, email and social media management, analytics, A/B testing, production, and reporting.

WordPress wix Digital Marketing Content Creation Email Marketing Social Media Management Google Analytics A B Testing SEO

New Hire Specialist

Oasis Outsourcing

Jan 2012 - Dec 2013 (1 year 11 months)

Managed small business payroll accounts, processing new employees' tax and payroll data, and performing data entry and management. Achieved exceptional client satisfaction and high performance in account quantity and data accuracy.

Payroll Processing Data Entry Data Management Data Mining Account Management

Education

Degrees, certifications, and relevant coursework

Capella University

Bachelor of Science, Software Development for IoT

Currently pursuing a Bachelor of Science in Software Development for IoT, focusing on programming and system design for connected devices. Developing expertise in software engineering principles tailored for Internet of Things applications.

Florida A&M University

Associate of Science, General Studies

Completed an Associate of Science degree focusing on foundational coursework across various academic disciplines. Gained a broad understanding of core subjects, preparing for further academic pursuits.