Michelle Fasshauer
Summary
Dynamic Customer Support Specialist with a proven track record at Spectrum, excelling in problem-solving and conflict resolution. Recognized for enhancing customer satisfaction through effective complaint handling and expert CRM software use. Adept at managing high call volumes while fostering team collaboration and maintaining exceptional service standards.
Overview
42
42
years of professional experience
Work History
Customer Support Specialist
Spectrum
03.2010 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Customer Service Supervisor
Charter Communications, Spectrum
01.1997 - 01.2010
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Data Entry Clerk
Charter Communications
01.1983 - 01.1996
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Verified accuracy of data entered into system to produce error-free reports.
- Streamlined data entry processes with the use of specialized software, such as Microsoft Excel and Word.
Education
No Degree - Business Administration
Quinsigamond Community College
Webster01-1981
No Degree - Business Administration
Quinsigamond Community College
Worcester, MASkills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Live chat support
- Active listening
- Customer service excellence
Timeline
Customer Support Specialist
Spectrum
03.2010 - Current
Customer Service Supervisor
Charter Communications, Spectrum
01.1997 - 01.2010
Data Entry Clerk
Charter Communications
01.1983 - 01.1996
No Degree - Business Administration
Quinsigamond Community College
No Degree - Business Administration
Quinsigamond Community College
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