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MICHAEL J HENKE

8501 Gablebend Way, Tampa, FL 33647 H: 813-991-9771 C: 813-727-4198 mikehenke@gmail.com

PROFESSIONAL SUMMARY
Team Lead Supervisor bringing extensive call center experience in inbound, outbound, and blended environments. Strength in
training and development, client relations and problem solving.

SKILLS
Skilled in training and education

Effective problem solver

Great knowledge, and passion for Apple products

Typing speed of 55 WPM

Proficient in iOS, Safari, Microsoft Office, Windows

Exceptional interpersonal communication skills

WORK HISTORY
Team Lead, Management Team
Higher One - New Haven, CT (Remote)

08/2014 - 04/2016
Current

Support newly promoted customer care supervisors in a live chat environment.


Attend to the questions of agents in chat while simultaneously handling live calls from existing agents.
Provide guidance, training and ongoing coaching to customer care supervisors.
Work closely with legal and compliance teams to resolve complaints made to regulators.
Investigate and resolve customer inquiries and complaints in an empathetic manner.
Foster an environment which encourages continual process improvements.
Act as Assistant Manager handling highly escalated calls from customers when coverage requires.
Customer Care Supervisor
Higher One - New Haven, CT (Remote)

08/2012 - 08/2014

Provided an exceptional and friendly customer care experience in a high volume call center.
Assisted front line customer care associates with escalated situations in an approachable manner.
Resolved all customer concerns by providing a one stop solution.
Performed passionately while maintaining a high attention to detail regarding adherence to company procedures.
Effectively managed a high-volume of inbound and outbound customer calls.
Defused volatile customer situations calmly and courteously.
Met or exceeded service and quality standards every review period.
Banking Analyst
Citigroup Anti Money Laundering - Tampa, FL

08/2011 - 02/2012

Conducted due diligence investigations in support of policies that prevent money laundering.
Accurately gathered, maintained, and utilized data in various product databases for future references.
Accumulated facts from investigations to be utilized in presentations to senior management and compliance.
Helped to evaluate external IT testing methodologies to improve efficiency.

Office Manager
Kanaya Properties - Sarasota, FL

03/2011 - 05/2011

Greeted potential property owners with an approachable and helpful attitude.


Helped facilitate set-up of temporary office space and provided IT support.
Responded to telephone and in-person requests for information regarding the property.
Standardized Patient
University of South Florida Health Center - Tampa, FL

05/2009 - 02/2011

Assisted in the education of nursing and medical school students by performing case-based patient roles.
Purchased medical center supplies and provided IT/ Tech support.
Adhered to all confidentiality requirements at all times.
Senior Operations Representative
Citigroup Global Transaction Services - Tampa, FL

03/2006 - 02/2009

Processed a high volume of high currency money wire transactions for our custody customer base.
Completed fund transactions on multiple platforms under strict time frames.
Ensured accuracy of transactions and account balances on a daily basis.
Managed transactions for critical and time-sensitive accounts.
Trained new team members with a focus on accuracy and motivation.
Accounts Payable Specialist
Citigroup Payment Services - Tampa, FL

05/2005 - 03/2006

Coded and entered at least 200 invoices each day into the in-house accounting software.
Maintained promptness of payments while ensuring compliance with department procedures.
Compiled report of departmental daily operational production.
Researched failed payments and vendor claims.
Long-Term Substitute Teacher
Hillsborough County Schools - Tampa, FL

08/2004 - 05/2005

Created organized lesson plans for classes lasting periods of three months or longer.
Developed strategies to minimize interruption of student learning during teacher changes.
Held passionate individual teacher-student-parent meetings promoted success.
Quickly adapted to new teaching environments with minimal orientation time.
English Specialist
Berlitz GmbH - Hamburg, Germany

07/2003 - 04/2004

Developed training packages directed at efficiently bringing customers to higher English proficiency.
Instructed adult and child learners in written, conversational, and professional English.
Prepared customer focused lesson plans for corporate clients specializing in business communication.
Provided persuasive product presentations to prospective clients.

EDUCATION
Bachelor of Arts: Business Administration
University of Florida - Gainesville, FL
Minors in Philosophy and Economics

2002