Michaella Watson
Summary
Results-driven professional with a proven track record of success in delivering exceptional customer experiences, fostering a positive work culture, and optimizing business operations for profitability. Adept in customer service management, team leadership, marketing, conflict resolution, and financial management. Seeking an opportunity to leverage my expertise to contribute to the continued growth and excellence of your esteemed organization.
Overview
33
33
years of professional experience
Work History
Franchise Owner
Safeclean
09.2018 - 05.2023
- Established and managed a thriving Cleaning Company, achieving consistent business growth and exceeding financial targets
- Developed and implemented innovative marketing strategies, resulting in 20% increase in customer base and heightened brand recognition within the local community
- Fostered a positive and collaborative work environment, leading a team of 10 employees to deliver exceptional customer service and operational excellence
- Demonstrated strong financial management skills, optimizing profitability while maintaining the highest standards of service quality
- Aligned franchise operations with brand standards, ensuring compliance and consistency in service delivery.
Administrative Supervisor
Residential Wall Systems
11.2016 - 05.2020
- Streamlined reporting processes and optimized accounts, enhancing overall company efficiency
- Boosted office vendor-satisfaction index from 86% to 92% by resolving customer issues in adherence to company policies
- Collaborated in developing contracts and bid proposals, ensuring rigorous scrutiny before final sign-off
- Demonstrated exceptional conflict resolution skills in handling personnel issues, contractor payments, materials delivery, logistics, and budget adherence
- Implemented meticulous tracking of material purchases and workforce expenses for each project, contributing to improved vendor satisfaction and increased sales.
Customer Service Supervisor
Healthnet Federal Services
07.2011 - 09.2016
- Served as liaison to Military Treatment Facilities, handling high-volume customer inquiries
- Managed over 100 customer calls daily, ensuring top-notch service and issue resolution
- Proactively resolved clinical questions during referral, authorization, and enrollment processes, earning accolades for efficiency and effectiveness
- Customized enrollment, referral, and authorization processes to cater to specific needs, fostering customer satisfaction and loyalty.
- Coached employees through day-to-day work and complex problems.
Customer Service Manager
Pacific Bell/AT&T
04.1990 - 06.2010
- Provided internal help desk support to Representative I level employees, addressing service, billing, and equipment concerns
- Communicated with customers and vendors positively, prioritizing effective problem resolution
- Managed over 200 receivables for largest AT&T revenue customers
- Maintained working knowledge of company products, services, and promotions
- Assisted with hiring and training new employees, ensuring a skilled and motivated workforce
- Ensured team productivity met or exceeded quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Education
Bachelor Of Science - Psychology
Burlington College
Burlington, VT05.1984
Skills
- Customer Relationship Management (CRM)
- Exceptional Customer Experience Delivery
- Collaboration and Relationship Building
- Quality Service Standards Adherence
- Team Leadership
- Conflict Resolution
- Financial Management
- Brand Compliance
- Attention to Details
- Training and Mentoring
- Problem Solving
- Process Improvement
- Time Management
Timeline
Franchise Owner
Safeclean
09.2018 - 05.2023
Administrative Supervisor
Residential Wall Systems
11.2016 - 05.2020
Customer Service Supervisor
Healthnet Federal Services
07.2011 - 09.2016
Customer Service Manager
Pacific Bell/AT&T
04.1990 - 06.2010
Bachelor Of Science - Psychology
Burlington College
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