1. Michael M. Holcomb
P.O.Box 279016 Sacramento, CA 95827
Mmh3792002@yahoo.com • 916-214-3185
Geographic Preferences: Open to Relocation
Objective
Obtain a position utilizing my skills in leadership, customer service and communication to improve the customer
experience, and quality of service.
Summary of Qualifications and Skills
 10 years of experience in Customer Service  Strong Interpersonal skills and communication skills; strong analytical
skills; proactive problem solver
 6 years of experience in Claims Processing  Experience in customer service, mentoring and relationship building to
expand the customer service and quality of service
 3 years of experience in Leadership Development
role
 Proficient in Microsoft Word, Excel, PowerPoint and Outlook with a typing
speed of 40 words per minute
 1 year in management role  Quick learner, highly adaptable and eager to learn
Education
California Department of Insurance (Accident and Health Agent) License 0K29506
Culinary of Arts, Institute of Technology Graduate 2007
Hiram Johnson High School Graduate 1990
Professional Experience
Wells Fargo Student Insurance-Customer Care Student Insurance
06/2014 – Present
Responsible for responding to routine inquiries and complaints from customers regarding
insurance products and services. Duties include processing routine to complex transactions on-
line: resolving routine to moderately complex problems.
Delta Dental F.G.P./Ajilon-Customer Service Representative
10/2013 – 06/2014
Provides excellent service to customers regarding eligibility, benefits, and claims with emphasis
on customer education, satisfaction and retention. Expediently access reference materials to

2. analyze and determine appropriate responses to telephone, electronic, and written inquiries.
Document each customer encounter and resolution in Maces computer tracking system.
WFIS/Office Team-Customer Care Student Insurance Waiver Auditor
09/2012 - 10/2013
Assist students with enrollment with student insurance plans. Audit and maintain records of
student waiver’s to ensure student’s plan is in compliance with University requirements.
Health Net-Customer Care Rep/Claim Specialist I 03/2010 -
03/2012
Handle ACD calls and using CPT/ICD – 9 Codes, communicated policies, procedures and
benefits to members and/or providers. Research claims, consult with staff and/or management
on questionable claims in order to ensure proper disposition. Maintain highest level of customer
confidentiality while adhering to Federal and State Laws.
Wystone’s World Teas-Sous Chef 05/2008
- 02/2009
Assisted Executive Chef in a fast placed full service restaurant with orders, menus and catering.
Verizon Wireless-Customer Care Representative I 12/2005 -
04/2008
Assist client with invoicing and account inquiries. Research accounts while maintaining call center
goals with exceptional overall performing ratings and excellent quality monitoring scores. As a
member of the supervisor’s escalation team/helpdesk, assisted upper management with high end
accounts, customer escalations and resolving complaints/concerns via email or by responding
directly to customer
Awards
Verizon Wireless Global Recognition, Verizon Wireless, Rancho Cordova, CA
The Verizon Wireless Global Recognition Program offers a platinum reward, awarded by business leaders within the
company to those who have the proven the ability to excel in leadership, teamwork and exceeding expectations in
attendance and stats.
Professional Activities
Volunteered for United Way Campaign – Sacramento Area – 2006 - 2008