Customer Service & Market Management

1. 612 Green Briar BLVD - Altamonte Springs, FL 32714 – 407-862-2193 - csorba85@gmail.com
Michael Csorba
Objective
To obtain a full-time position with an organization where I can apply my diverse
skills and background while contributing to the success of my employer. My goal is
to rise above expectations of the company I work for and assist the individuals we
work with every day to the highest quality and ensure the patient’s happiness.
Summary
5+ years success working with the Florida Unemployment office and ensuring
customers were treated empathetically and ensuring quality assistance for claimants
in need of information on unemployment benefits. 3+ years of assisting customers in
a hospitality environment and another 2 years in marketing for Sears Home
Services ensuring customer satisfaction and managing a multi-million-dollar market
on a daily basis.
Skills and Accomplishments
 Great communication skills, Understanding in
 Teamwork and Collaboration
 Fact-Finding & Interviewing Experience
 Claims & Data Entry Experience
 Computer Skilled (Windows, Safari, Word Processing, Excel & PowerPoint).
 Keyboarding Skilled (100+ Words per minute).
 Food and Beverage Serving Experience.
 Maintain Organization and Cleanliness in workplace.
 Cash Handling Experienced
 Bi-Lingual (English & Hungarian)
 Time Management
 Metric & Market ResearchOriented
 Schedule Management for Entire Market.
 Management of small teams.
 Top Sales Driver for Sears Home Services Rochester Market
 Maintained an average of 30% average close rate within my Markets.
 Leadership, Coaching, and Training Experienced.

2. Professional Experience
April 2016 – Present
Customer Service Representative
Provide exceptional modern customer service by responding to Inbound calls, Email and/or Chat.
Modern customer service means listening and being flexible and listening to them by connecting
with them anytime of the day and night through the channel that they prefer. Our goal is to speak
to them using their own brand. Our goal is to understand them by capturing information from
each conversation, analyzing trends so that each interaction becomes an opportunity to build
better relationships and build rapport.
June 2015 - Present
Publix Super Market
Cashier, Grocery & Stocking
Provided premier customer service and assisted customers with inquiries and checking
out. Accepted this part-time position as I was enrolled in full-time school for a period of time.
Currently looking for work elsewhere due to lack of hours and I am overqualified for the
position.
March 2014 - May 2014
Heron Lawn & Pest Control Orlando, Florida
Account Executive and Sales Consultant
Served as a liaison for the Altamonte Springs and Maitland market. Reviewed properties
and relayed customer concerns and complaints to the correct departments. Maintained
healthy relationships with customers and followed up on consistent basis. Provided
around the clock customer service to ensure highest of quality service.
Sept 2011— December 2013 -- Sears Home Services Orlando, Florida
Market Coordinator for Sears Home Improvement
Maintained multiple markets for Sears Home Improvement. My primary markets
were Rochester in which I earned a Top Sales Driver for Rochester award after
raising sit rate to 90% and close rate to 30% from its previous sub 50% sit rate and
11% close rate. I was then promoted to handle the Greensboro market. I was assigned
5 employees to work my market and coached the appointment specialists who worked
with me. I would review all metrics, closings, and sales with the specialists and
coached them for improvement while also maintaining updates on market metrics for
DSM’s daily. Qualified approximately 200 leads per day and scheduled them within
the required drive times with efficiency in mind for maximum profit. Handled any

3. customer concerns and maintained detailed paper-trail on inefficient market trends
while maintaining solid relationship with the sales team to ensure quality standards
were met. Listened to customer queries and complaints and acted swiftly to resolve
them.
Sept 2005 -- January 2010 -Unemployment Office Call Center [Kelly Services] -- Orlando, Florida
Unemployment Claims and Customer Service Specialist
Provided confidential customer service by telephone for unemployment compensation
claimants and general information for the public. Researched necessary records to resolve
issues or refer to appropriate department. Conducted fact-finding interviews if necessary
or at the direction of supervisor. Handled high stress calls including physical threats and
suicidal claimants, utilized empathy and followed company policy to ensure claimant
safety.
Worked on multiple special project teams per request by supervisor Dale Williams and
the Manager of the Call center Nancy Osbourne including the New Hire Team, Governor
Emails, and a request to establish a training manual and presentation utilizing power
point and teaching classes with interactive training for the office of 300+ employees to
demonstrate how to correctly follow FEMA procedures.
Languages
Fluent in:
 English - Speaking,writing,and reading:
 Hungarian – Speaking
Education
Lake Brantley High School – High School Graduate
Degrees
Present
Valencia Community College - Orlando, FL
 General AA Degree in progress and near completion.
 Also pursuing a Pharmacy Technology Degree.