Michelle Fugate
Owenton,KY
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at Liberty Mutual. Leveraged critical thinking and data entry skills to efficiently resolve complex issues, achieving a significant increase in repeat business. Excelled in high-pressure environments, mastering call center operations and prioritizing customer needs with empathy and professionalism.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Liberty Mutual
2024.02 - 2024.07
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Support Specialist
Concentrix
2023.01 - 2024.01
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- 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.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Call Center Representative
Humana
2022.02 - 2023.12
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Associate of Arts - Business
Bluegrass Community And Technical College
Lexington, KY05.2025
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Customer Relations
- Customer satisfaction measurement
- Call Center Operations
- Prioritization
- Quality Control
Timeline
Customer Service Representative
Liberty Mutual
2024.02 - 2024.07
Customer Support Specialist
Concentrix
2023.01 - 2024.01
Call Center Representative
Humana
2022.02 - 2023.12
Associate of Arts - Business
Bluegrass Community And Technical College
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