Michael Hallmon
Chicago
Summary
Records Keeping and Customer Research Analyst with extensive experience at The Permanent General Ins, specializing in data analysis and customer service. Proficient in Microsoft Office, with a focus on optimizing call center operations. Strong analytical skills and effective communication drive process improvements and ensure compliance.
Overview
28
28
years of professional experience
Work History
Records Keeping / Customer Research Analyst
The Permanent General Ins
11.2022 - 08.2024
- Analyzed company flow and determined how the company can improve on the Call Center calls.
- Helping with time and entering the data would help with improving the call center call flow.
- Analyze how long a call should last, anticipate any problems with customer service, and how the rep handles the call from start to finish.
- Do spreadsheets of the AHT, WORKFLOW, ACW, AND HOLD TIME for each representative.
- Create and maintain databases for storing customer research data, ensuring data is organized and easily accessible.
- Scanned documents.
- Maintain comprehensive records of customer research activities, including methodologies, sources, and results.
- Organize and manage digital and physical files, ensuring documents are filed correctly and can be retrieved easily.
- Ensure that all record-keeping practices comply with relevant regulations and industry standards.
Research Analyst
STERICYCLE (Forrest Solutions)
08.2022 - 11.2022
- Research and investigate clients’ portfolios to ensure the quality of their contracts and to ensure that they were being billed correctly as well as to investigate any fraud in any accounts.
- Has done record keeping and organized digital and physical records to ensure easy retrieval and archiving.
Quality Control Analyst
Forrest Solutions (Coinbase Inc)
09.2021 - 08.2022
- Help clients understand who our high-risk customers are and assist us in identifying customers who pose a heightened risk for money laundering or criminal activity.
- This is achieved by subjecting high-risk customers to more rigorous review and verification checks as well as ongoing monitoring.
Call Center Supervisor
Centene Health
09.2021 - 04.2022
- Manage Customer Calls
- Handle Client Inquiry
- Clients call in for Health Benefits
- Assure Client Satisfaction
- Take Customer Payment
Call Center Supervisor
Televista
02.2021 - 09.2021
- Maintain customer calls and handle customer complaints.
- Maintain a call flow of 150 to 200 calls
- Ensure customer satisfaction
- Take customer payments
Claims Call Center Supervisor
Illinois Department of Employment Security (Premier Staffing)
03.2017 - 12.2020
- Help file unemployment claims.
- Supervised a team of 15 agents.
- Helped people certify benefits and investigated fraud claims.
Records Coordinator (Warehouse)
Chicago Public Schools
06.2019 - 02.2020
- Organize, file, and maintain student and administrative records, both physical and digital.
- Look up and mail out former student records.
- Assisted in the preparation of documents for filing, including sorting, labeling, and organizing.
- Utilized barcode scanning technology to track and manage inventory and records.
- Operated forklifts to handle and transport records and materials within the warehouse.
- Update and manage records in electronic databases, ensuring accuracy and completeness.
- Store and file student diplomas.
- Prepare documents for filing by sorting, labeling, and organizing them appropriately.
- File documents accurately in physical filing systems or electronic databases.
- Ensure that the records of former and current students are correct.
- Facilitate former student requests for their records.
- Prepare and generate reports based on student data and other records for internal and external stakeholders.
- Archive old records according to retention schedules and school policies.
Food Prep Cook
University of Illinois at Chicago
03.2019 - 06.2019
- Help prepare meals for the patients of the hospital
- Helped deliver the food to the patients
- Made sure kitchen and utensils were cleaned and properly placed before leaving
Parking Liaison
University Of Ilinois At Chicago
Chicago
11.2018 - 03.2019
- Ensured proper ticketing of vehicles to maintain compliance with regulations.
- Controlled traffic flow to enhance safety and efficiency.
- Monitored client service at hospital to guarantee timely assistance.
Record/ Document Specialist /Financial Analyst
Loyola University
Chicago
06.2017 - 12.2018
- Accounts Payable
- Creating invoices
- Keep track of receipts
- Documenting payments and receipts along with invoices.
- Update and manage records in electronic databases, ensuring data accuracy and completeness.
- Enter financial data, transaction records, and other relevant information into university databases.
- Organize, file, and maintain financial records and documents, both physical and digital.
- Assist staff and faculty in retrieving records as needed, ensuring proper authorization.
- Generate reports on financial performance, budget adherence, and other key metrics.
- Prepare financial documents for filing by sorting, labeling, and organizing them appropriately.
- File documents accurately in physical filing systems or electronic databases.
Call Center Supervisor
DTE Energy
12.2017 - 10.2018
- Company Overview: Detroit Gas & Light Service Harris & Harris Ltd
- Maintain customer calls
- Handle customer complaints
- Maintain a call flow of 150 to 200 calls
- Assure customer satisfaction
- Take customer payments
- Enrollment or disenrollment of customers for DTE utility services
- Detroit Gas & Light Service Harris & Harris Ltd
Surveyor
University Of Chicago
Chicago
07.2016 - 08.2017
- Assist in making surveys and creating payments
- Making payments to survey takers.
Call Center Representative (Benefit Advisor)
AON Hewitt
Chicago
05.2015 - 06.2016
- Assist individuals in enrolling in their Health Benefits.
- Talk to employees to check their eligibility of benefits and advise them either in continuing to retain or change to a different plan.
CEO/ Executive Director
Guiding The Future, LTD
Chicago
03.2008 - 01.2015
- Grant Writing, Training, Business Organizing, Marketing, Account Payables, Accounts Receivables.
- Created Curriculum and taught Students basic skills to be a mentor outside their regular school.
Regional Sales Manager
AT&T Telecom
04.2006 - 02.2008
- Travel to the Client site to train people who were not up to their sales potential.
- Handling the inbound call center, sales, Training, making schedules, and Hiring process.
Navigational Engineer
U.S Navy
Great Lakes
06.1996 - 09.2002
- Company Overview: Honorable Discharge
- Honorable Discharge
Education
A.A - Paralegal Studies
University Of Arkansas Grantham
Missouri City, MO05.2025
B.A - Business Administration/Philosophy
Lewis University
Romeoville, IL01.1999
Skills
- Customer service and support
- Call center operations
- Sales strategies
- Financial analysis
- Microsoft Office proficiency
- Salesforce expertise
- Customer relationship management
- Event planning and coordination
- Web design principles
- Investment strategies
- Training and development
- Sales and marketing techniques
- Group facilitation skills
- Advisory services
- Nonprofit management
- Assembly line operations
- Payroll processing
- Accounts receivable management
- Accounts payable management
- Seminar training delivery
- Microsoft Word, Excel, PowerPoint proficiency
- Lotus software knowledge
- C programming skills
- Lawson software experience
- Typing speed of 65 wpm
Key Career Accomplishments
- Paralegal
- Non-For-Profit Organizer
- Salesforce
- Sales
- Financial Analyst
- Customer Service Call Center Supervisor
- Grant Writer
- Investigating Claims
- Research
- Training in Sales and Marketing
- Facilitating Groups
Timeline
Records Keeping / Customer Research Analyst
The Permanent General Ins
11.2022 - 08.2024
Research Analyst
STERICYCLE (Forrest Solutions)
08.2022 - 11.2022
Quality Control Analyst
Forrest Solutions (Coinbase Inc)
09.2021 - 08.2022
Call Center Supervisor
Centene Health
09.2021 - 04.2022
Call Center Supervisor
Televista
02.2021 - 09.2021
Records Coordinator (Warehouse)
Chicago Public Schools
06.2019 - 02.2020
Food Prep Cook
University of Illinois at Chicago
03.2019 - 06.2019
Parking Liaison
University Of Ilinois At Chicago
11.2018 - 03.2019
Call Center Supervisor
DTE Energy
12.2017 - 10.2018
Record/ Document Specialist /Financial Analyst
Loyola University
06.2017 - 12.2018
Claims Call Center Supervisor
Illinois Department of Employment Security (Premier Staffing)
03.2017 - 12.2020
Surveyor
University Of Chicago
07.2016 - 08.2017
Call Center Representative (Benefit Advisor)
AON Hewitt
05.2015 - 06.2016
CEO/ Executive Director
Guiding The Future, LTD
03.2008 - 01.2015
Regional Sales Manager
AT&T Telecom
04.2006 - 02.2008
Navigational Engineer
U.S Navy
06.1996 - 09.2002
A.A - Paralegal Studies
University Of Arkansas Grantham
B.A - Business Administration/Philosophy
Lewis University
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