CARRIE MICHALAK
Syracuse,NY
Summary
Dedicated administrative professional with solid background in high-volume office environment. Focused on delivering exceptional clerical and operational support. Personable and communicative with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight.
Overview
18
18
years of professional experience
Work History
Project Assistant I
TRC Companies
Clifton Park, NY
10.2023 - Current
- Develop and maintain understanding of New York State Energy and Research Development Authority (NYSERDA) program objectives, incentives, processes, and procedures.
- Maintain respectful and open communications with internal and external customers.
- Create and maintain accurate records, including details of all communications with program participants and information seekers.
- Answer incoming calls, emails, and make outbound calls to utility customers that have expressed interest in participating in energy efficiency program.
- Control the pace and flow of inquiries/requests and manage response time effectively.
- Quickly gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request effectively.
- Use of the Salesforce, scheduling software and other available tools to search/retrieve information needed to address the inquiry and schedule appointments.
- Record information from the inquiry in an accurate and efficient manner, track requests until closure, and interact with management and subject matter experts as necessary.
- Take direction within a team setting and complete team-related work promptly. Support customers using proprietary customer relationship management (CRM) methodologies.
- Additional assignments include; data entry, and incentive application review and processing.
Customer Service Representative
American Granby
Liverpool, NY
10.2019 - 12.2020
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Educated customers on special pricing opportunities and company offerings
- Entered client orders accurately including part numbers, pricing and freight requirements
- Fielded customer complaints and queries, fast-tracking for problem resolution
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
Order Fulfillment Specialist
National Grid USA
Syracuse, NY
03.2014 - 01.2018
- Handle non-managed customer service requests
- Act as a single point of contact for all work orders
- Perform proactive dependency management throughout the life cycle of a work order
- Proactively call customers at various points in the order process to ensure "required by" dates are met
- Interface with various internal stakeholders to address delays and resolve conflicts with respect to dependency due dates for work orders
- Close interface with scheduling to communicate and drive customer need date attainment for all work orders
- Schedule disconnect reconnect appointments for work orders
- Send all applicable forms, letters and literature to process customer requests
- Notify and reschedule appointment cancellations with customer
- Process daily, weekly, monthly, quarterly exceptions reports
- Additional duties assigned by leadership
Human Resources Generalist
National Grid USA
Syracuse, NY
05.2012 - 03.2014
- Create employee records and manage employee data in the SAP system
- Creation of Employee ID's
- New hire processing; including scheduling physical exams and drug tests
- Process new hire information; including pay rates, direct deposit and withholdings
- Miscellaneous changes/updates to employee records
- Process job changes, transfers, terminations and retirements
- Modification to employee deductions/withholdings
- Ongoing maintenance of employee information
- Communicate with internal customers and escalate inquires to appropriate employee(s) as necessary
- Manage incoming inquiries from internal departments and external vendors
- Review and verify data in reports and/or spreadsheets
- Distribute system reports to intended recipients
- Create, edit and manage documents/information using computer software such a Microsoft Office products, including Word, Excel and Outlook
- Train and direct others as required
Customer Service Representative
National Grid USA
Syracuse, NY
04.2009 - 05.2012
- Perform fundamental customer service accounts processing duties, related to: Service application management
- Pending connect and disconnect requests for new and existing customers
- Process direct payment applications
- Review final bill disputes
- Communicate with external collection agency representatives
- Review and calculate lost revenue due to theft of services
Manager/Hair Stylist
Regis Corporation
Syracuse, NY
06.2006 - 09.2008
- Began as a stylist; promoted to manager after 5 months
- Operated salon under corporate policies
- Review of employment applications
- Conducted interviews and training for new hire candidates
- Handle product orders, inventory and scheduling
- Handle and address customer service problems
- Maintained a clean and orderly work area
- Additional duties assigned by leadership
Education
High School Diploma -
Bishop Ludden Jr/Sr High School
Syracuse, NY06.2004
Licensed Cosmetologist
OCM Boces
Syracuse, NY12.2005
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Project Assistant I
TRC Companies
10.2023 - Current
Customer Service Representative
American Granby
10.2019 - 12.2020
Order Fulfillment Specialist
National Grid USA
03.2014 - 01.2018
Human Resources Generalist
National Grid USA
05.2012 - 03.2014
Customer Service Representative
National Grid USA
04.2009 - 05.2012
Manager/Hair Stylist
Regis Corporation
06.2006 - 09.2008
High School Diploma -
Bishop Ludden Jr/Sr High School
Licensed Cosmetologist
OCM Boces
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