Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Sam

Sunset,LA

Summary

Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.

Overview

10
10
years of professional experience

Work History

Customer Service Lead

Kelly Connect Services
Remote, LA
07.2023 - Current
  • Developed and implemented customer service policies and procedures to improve quality of customer experience.
  • Monitored team performance against set targets and KPIs.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Sales Representative Team Leader

TMobile
Remote, LA
03.2020 - 07.2023
  • Identified areas of improvement within the team's processes and procedures.
  • Implemented incentive programs designed to motivate Sales Representatives.
  • Developed relationships with key customers in order to secure long-term business partnerships.
  • Negotiated contracts with customers in order to maximize profits.
  • Encouraged team members to exceed individual sales goals.
  • Conducted regular meetings with the team to review performance metrics and set objectives.
  • Ensured compliance with company policies and regulations at all times.

Customer Service Representative

Walmart
Remote, LA
03.2015 - 03.2020
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Provided accurate information about products and services to customers.
  • Answered customer inquiries and provided accurate information regarding products and services.

Education

High School Diploma -

Beau Chene High School
Sunset, LA
05-1995

Skills

  • Customer service
  • Team leadership
  • Policy development
  • Performance monitoring
  • Quality assurance
  • Sales management
  • Employee training
  • Effective communication
  • Call center
  • Telephone etiquette
  • Sales closing
  • Service upselling
  • De-escalation techniques

Timeline

Customer Service Lead

Kelly Connect Services
07.2023 - Current

Sales Representative Team Leader

TMobile
03.2020 - 07.2023

Customer Service Representative

Walmart
03.2015 - 03.2020

High School Diploma -

Beau Chene High School

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