Meshelle Montgomery
Fairborn,OH
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
9
9
years of professional experience
Work History
Customer Care Team Lead
Assurant
Springfield , OH
01.2016 - 07.2024
- Provided day-to-day leadership and direction to a team of customer care representatives.
- Assessed team performance against established goals and objectives on an ongoing basis.
- Organized regular training sessions for staff development purposes.
- Conducted regular meetings with the customer care team to ensure quality performance and productivity.
- Performed root cause analysis of recurring problems in order to develop long term solutions.
- Maintained up-to-date knowledge of industry developments, competitor activities, and relevant regulations.
- Created reports that measure the effectiveness of customer service initiatives.
- Coached team members on problem solving techniques when dealing with challenging customers.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities in a timely manner.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
Education
High School Diploma -
Franklin High School
Franklin05-2008
Skills
- Data Entry
- Problem Resolution
- Complaint Handling
- Conflict Mediation
- Inbound and Outbound Calling
- Problem-Solving
- De-Escalation Techniques
- Team building
- MS Office
- 55 wpm Typing Speed
References
References available upon request.
Timeline
Customer Care Team Lead
Assurant
01.2016 - 07.2024
High School Diploma -
Franklin High School