Michelle Adams
Lafayette,LA
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Adaptable Manager offers 22 years of experience coordinating operations to achieve organizational goals.
Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership. Hardworking and motivated Manager Executive Escalation with 22 years of experience and record of success in wireless industry. Solid history balancing team performance, customer service targets and business objectives.
Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Adaptable Manager offers 22 years of experience coordinating operations to achieve organizational goals. Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager Executive Escalations
AT&T Mobility
Lafayette, LA
06.2002 - 05.2024
- Conducted weekly audits of closed cases to confirm proper closure protocols were followed.
- Ensured compliance with applicable laws and regulations pertaining to consumer rights protection measures.
- Developed training materials for new employees related to customer service best practices.
- Maintained accurate records of all customer interactions in the company's database system.
- Resolved customer complaints in a timely manner, ensuring customer satisfaction.
- Attended regular meetings with other Customer Solutions Specialists to discuss strategies for enhancing the overall customer experience.
- Maintained a database of all escalated cases, ensuring accuracy of data entry and reporting.
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Created reports tracking customer escalations, documenting trends and proposing solutions to reduce future occurrences.
- Worked closely with IT department personnel to troubleshoot any technical problems encountered by customers during escalation process.
- Drafted standard operating procedures for resolution of escalations.
- Participated in regular meetings with other departments to discuss strategies for improving customer service standards.
- Developed an action plan based on analysis of data from past escalations, outlining steps needed to prevent similar issues in the future.
- Ensured compliance with company policies and processes related to escalations management.
- Analyzed customer feedback and identified areas of improvement in the escalation process.
- Developed and implemented escalations process to ensure customer satisfaction.
- Provided technical support to customers during critical incidents or high priority requests.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
- Performed periodic reviews of call center scripts, adjusting as necessary based on feedback from customers.
- Developed and implemented strategies to improve customer experience.
- Trained staff on best practices for handling customer inquiries and escalating them appropriately.
- Collaborated with internal stakeholders to identify root causes of customer escalations.
- Reviewed existing systems and proposed new tools that would streamline the escalation process.
- Assessed current operations and recommended changes for improved efficiency in resolving customer complaints.
Education
Business Management - Business Administration And Management
SLCC
Lafayette08-1986
Skills
- Workforce Management
- Financial Management
- Business Administration
- Contract Management
- Expense Tracking
- Policy Implementation
- Operations Management
- Business Development
- Salesforce Management
- Product Management
- Verbal and written communication
- Key Performance Indicators
- Staff Management
- Team Leadership
- Business Planning
- Performance Evaluations
- Project Management
- Complex Problem-Solving
- Cross-functional team management
- Time Management
- Staff Training and Development
Accomplishments
- Recipient of Manager of the year for 3 year.
- Awarded Service Excellent Award
- Management Development Employee Award Winner for 2023
- Received Various nominations and incentives from Vice President and Assistant Vice President
- Received Numerous accolades from internal as well as external customers
- Received President Award
- Received Assistance Vice President Award
Certification
- First Aid/CPR
- CPR and AED Certified
- Certifications in CPR and AED
- Certifications in AED and CPR
References
References available upon request.
Timeline
Manager Executive Escalations
AT&T Mobility
06.2002 - 05.2024
Business Management - Business Administration And Management
SLCC