Mіchele Smith
Fairburn,GA
Summary
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. MS Windows proficient Quick learner Proficient in cash management Strong client relations Adherence to high customer service standards Customer-focused Skilled in call center operations Inbound Calls High Standards Proficiency In Conflict Resolution Strong Problem Solver Active Listening Skills Customer Inquiries Phone Calls Strong Interpersonal Skills Time Management Dedicated Team Player Multiple Tasks
Overview
5
5
years of professional experience
Work History
MANAGER
ATC INCOME TAX
JONESBORO, GEORGIA
11.2014 - 04.2016
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 60 calls in queue per minute
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Mastery of customer service management systems and databases.
WORK FROM HOME CUSTOMER SERVICE
WORLD TRAVEL HOLDINGS
MASSACHUSETTS
09.2014 - 06.2015
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 60 calls in queue per minute
- Mastery of customer service management systems and databases
- Managed high call volume with tact and professionalism
- Met or exceeded service and quality standards every review period.
MANAGER
LIBERTY TAX
UNION CITY, GEORGIA
09.2011 - 04.2015
- Addressed and resolved customer product complaints empathetically and professionally
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Monitored program effectiveness
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing
- Forecasted operating costs for scheduled projects by strategizing with other departments.
Education
Bachelor of Science - BUSINESS
LONG ISLAND UNIVERSITY
01.1988
Skills
- MS Windows proficient
- Quick learner
- Proficient in cash management
- Strong client relations
- Adherence to high customer service standards
- Customer-focused
- Skilled in call center operations
- Inbound Calls
- High Standards
- Proficiency In Conflict Resolution
- Strong Problem Solver
- Active Listening Skills
- Customer Inquiries
- Phone Calls
- Strong Interpersonal Skills
- Time Management
- Dedicated Team Player
- Multiple Tasks
Timeline
MANAGER
ATC INCOME TAX
11.2014 - 04.2016
WORK FROM HOME CUSTOMER SERVICE
WORLD TRAVEL HOLDINGS
09.2014 - 06.2015
MANAGER
LIBERTY TAX
09.2011 - 04.2015
Bachelor of Science - BUSINESS
LONG ISLAND UNIVERSITY
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