Michael Cain

Background

About Michael Cain

Collaborative, versatile Customer Service/Call Center professional with extensive experience in account management, training and development, and high volume inbound call handling. Effective at problem solving and working with multiple departments. Excels at quickly adapting to changing business needs and remaining calm in high pressure situations. Implements process improvements to drive business efficiency and effectiveness. Cultivates strong customer relationships and tailors services to meet customer needs. Adept at working with individuals of all backgrounds and ability levels. Managing a team while collaborating with other team managers and Program Managers. Effectively implementing policy changes and supporting agents during the adjustment periods. Coaching agents weekly based on metrics pulled from Calabrio and CUIC systems. Auditing benefit investigation cases. Creating templates for Benefit investigations and different forms of simple escalations. Organizing team meetings and events. Instructional Designer that executes high production new hire training and updates. LMS administrator and Wiki knowledge base designer. System Knowledge: ASD RUMBA Gemini 10-key Ascentis Kronos Salesforce Rapid Rebate MS Office ServiceNOW Policy Tech Cisco Unified Intelligence Center Cisco hard phones Calabrio Articulate 360 Confluence Wiki LMS