Michael Sipek
Minneapolis
Summary
Driven professional with a proven track record at Quality Bicycle Products, adept in issue resolution and technical troubleshooting. Excelled in customer service by leveraging attention to detail and industry knowledge, enhancing customer satisfaction. Skilled in Microsoft Excel, demonstrated by efficiently managing warranty data as well as effectively reading/interpreting reports.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Warranty Support Representative
Quality Bicycle Products
10.2020 - Current
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Participated in trade shows and events showcasing company products, resulting in increased interest from prospective clients.
- Monitored performance metrics closely to identify areas for improvement in the warranty process.
Customer Service
Quality Bicycle Products
10.2019 - 10.2020
- Assisted customers with shipping and special order requests, and arranging merchandise pick-up at other locations.
- Fielded Dealer questions regarding technical troubleshooting, both of QBP brands, as well as brands not inclusive to QBP.
- Offered advice and assistance to customers, paying attention to special requests and frequently following up with recommendations/parts suggestions if answer was not immediately available.
- Communicated with vendors regarding product availability, future inventory and state of inventory in coming months.
- Handle day-to-day customer contact via phones, email and chat
- Entered warranty data into JIRA and communicated relevant information with SSBS/VBS
- Entered 90% of customer interaction details in SAP CRM to track requests, document problems and record solutions offered.
Assistant Manager
The Bikesmiths
03.2015 - 10.2019
- Provide technical assistance to clients. Answer questions and resolve equipment inquiries, via telephone or electronically
- Actively work sales floor, assisting 20-30 customers daily; engage and assist customers with all retail purchases effectively driving sales by understanding needs of customers and presenting appropriate solutions
- Participate in merchandising of store to ensure accessible and accurate stock, including product placement and arrangement and create feature displays
- Supervise other mechanics, assisting in efficient mechanical assembly of bicycles, overseeing assembly schedules and quality inspections.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Line Therapist
Wisconsin Early Autism Project
10.2014 - 03.2015
- Smoothly assisted, positioned and secured patients at therapy devices to support safe treatment protocols.
- Conducted therapeutic individual and family therapy sessions.
- Presented case history material to review and discussion with other staff members.
Education
High School Diploma - undefined
Brookfield East High School
Brookfield, WI06.2013
Skills
- Issue resolution
- Customer Relations
- Call center experience
- SLA Compliance
- Problem-solving abilities
- Bike Maintenance
- Active Listening
- Independent Worker
- Microsoft Office
- Remote Support
Certification
- Shimano Certified Mechanic
Timeline
Warranty Support Representative
Quality Bicycle Products
10.2020 - Current
Customer Service
Quality Bicycle Products
10.2019 - 10.2020
Assistant Manager
The Bikesmiths
03.2015 - 10.2019
Line Therapist
Wisconsin Early Autism Project
10.2014 - 03.2015
High School Diploma - undefined
Brookfield East High School
- Shimano Certified Mechanic
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