Michelle D. Schwichtenberg
Customer Service Manager
Bolingbrook,IL
Summary
- Customer service management professional experienced with inbound and outbound customer service.
- Personable professional with exemplary customer service skills.
- Looking to take a dedicated career as a Customer Service Executive to the next level.
- Team player with exceptional listening and critical thinking skills.
- Looking to take a dedicated career as a Customer Service Executive to the next level.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
- Uses independent decision-making skills and sound judgment to positively impact company success.
- Goal-oriented Customer Service Associate with approximately 30 years of experience.
- Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty.
Overview
29
29
years of professional experience
Work History
Customer Service Manager/Office Manager
Prosur, Inc
09.2018 - Current
- Single-handedly established the office operations, customer service, import, and sample procedures.
- Founding member who upholds the company on imports, customer service, and office operations.
- Train new office team members on customer service and import procedures.
- Integral liaison with sales, quality/technical, supply chain, warehouses, and accounting to effectively accomplish requests and issues.
- Accomplish customer service functions within the team to meet/exceed customer expectations.
Customer Service Coordinator
Wenda America, Inc
03.2009 - 09.2018
- Reviewed purchase order details, checked pricing for accuracy, and entered orders according to customer's requirements.
- Assisted with customer orders, inquiries, and product sample requests via email and telephone.
- Prepared orders/samples, emailed order/sample acknowledgments, and customer follow-up on delivery of orders/samples and imports.
- Trained new office team member on customer service and import procedures.
- Integral liaison with sales, quality/technical, supply chain, warehouses, and accounting to effectively accomplish requests and issues.
Order Entry/Customer Service
Filmquest Group, Inc.
07.2008 - 11.2008
- Reviewed purchase order details, checked pricing for accuracy, and entered orders.
- Assisted with customer orders and inquiries via telephone, email, and fax; return material authorization processing.
- Prepared orders, faxed/emailed order acknowledgments, and delivered orders to production for scheduling.
- Entered new customers and created part numbers in Epicor manufacturing software.
- Communicated the order entry status update in the weekly staff meeting.
Medical Front Desk
Gelband Natural Health & Chiropractic
05.2008 - 07.2008
- Followed documented procedures for opening and closing of the medical office.
- Answered multi-line telephone; scheduled telephone and return appointments.
- Greeted, checked in and checked out patients; followed new patient registration procedures.
- Processed payments via cash or credit card; maintained accurate ledger cards of patient and insurance balance information.
- Created new patient records and maintained existing patient records; medical records filing.
Order Entry Clerk/Administrative Assistant
Diamond Envelope Corporation
09.2005 - 03.2008
- Reviewed order details and checked pricing for accuracy; assisted with customer orders and inquiries.
- Adhered to a tight schedule for preparation of orders and delivered them to production department for scheduling.
- Assisted with receptionist coverage, answered multi-line telephone, greeted guests, and handled messenger services.
- Prepared completed orders for invoicing; assisted with checking/invoicing of completed orders to then be printed and mailed.
- Completed various administrative responsibilities such as filing, mail, deposit slip, ordering supplies, and booking report.
Customer Service/Order Processor
JuicePak, Inc.
Lisle, IL
03.2005 - 06.2005
- Reviewed order details and checked pricing for accuracy; assisted with customer orders and inquiries
- Adhered to a tight schedule for preparation of orders and delivered them to production department for scheduling
- Assisted with receptionist coverage, answered multi-line telephone, greeted guests, and handled messenger services
- Prepared completed orders for invoicing; assisted with checking/invoicing of completed orders to then be printed and mailed
- Completed various administrative responsibilities such as filing, mail, deposit slip, ordering supplies, and booking report
Customer Service Representative
Hewitt Associates
Lincolnshire, IL
05.1997 - 03.2005
- Administered 401(k)s, Employee Stock Option Plans, Health & Group Benefit Plans, and Human Resources activities for clients
- Interacted with team members in an integrated, team-based, call center environment
- Maintained high levels of customer service to clients and plan participants
- Analyzed and resolved issues from customers, Human Resources, and third party callers
- Adhered to and complied with various laws and regulations governing the Plans being accurately administered to plan participants
- Provided support, feedback, and guidance to other team members
- Collaborated with team members on ideas of cost savings and process improvements
- Maintained and updated benefits information and standard operating procedures
- Processed projects such as direct deposits, W4 forms, tuition reimbursements, rollovers, incoming checks, and loan payments
Customer Service Associate
United Healthcare
Schaumburg, IL
08.1996 - 05.1997
- Processed healthcare claims
- Interacted with team members in a cross-functional, team-based, call center environment
- Interfaced on the phone with customers and providers to answer questions and resolve concerns
- Utilized active listening, probing, and style-matching to evaluate the customer’s need
- Handled CPT and ICD-9 coding
Education
High School Diploma -
09.1980 - 06.1984
No Degree - General
08.2007 - 01.2008
- Completed Nurse Assistant/Aide Training Competency Evaluation Program
- GPA: 4.0
Skills
Skilled in utilizing Dynamics 365 Business Central
QuickBooks
Microsoft Outlook
Microsoft Word
Microsoft Excel
Macola
TPS
Epicor manufacturing software
Client support
Problem-solving
Office administration
Time management
Customer service expertise
Handling escalations
Customer-centric
Coordinating service initiatives
Strong attention to detail
Strong interpersonal communication
New hire training
Languages
Spanish
Elementary
Timeline
Customer Service Manager/Office Manager - Prosur, Inc
09.2018 - Current
Customer Service Coordinator - Wenda America, Inc
03.2009 - 09.2018
Order Entry/Customer Service - Filmquest Group, Inc.
07.2008 - 11.2008
Medical Front Desk - Gelband Natural Health & Chiropractic
05.2008 - 07.2008
Joliet Junior College - No Degree, General
08.2007 - 01.2008
Order Entry Clerk/Administrative Assistant - Diamond Envelope Corporation
09.2005 - 03.2008
Customer Service/Order Processor - JuicePak, Inc.
03.2005 - 06.2005
Customer Service Representative - Hewitt Associates
05.1997 - 03.2005
Customer Service Associate - United Healthcare
08.1996 - 05.1997
South Milwaukee High School - High School Diploma,
09.1980 - 06.1984