Michal Kellogg
Georgetown,TX
Summary
Customer Support Specialist with proven expertise in issue resolution and client retention, consistently enhancing customer satisfaction. Strong collaborator thriving in team environments, adapting to changing demands with ease. Proficient in communication, problem-solving, and CRM software, delivering impactful results. Recognized for reliability and a results-driven approach, maintaining high standards in service delivery.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
OpenWork
Remote
03.2024 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
Customer Resolution Specialist
Sunbit
Las Vegas, NV
10.2022 - 01.2024
- Collaborated with team members to develop new strategies that reduced customer complaints significantly.
- Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
- Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
Client Retention Specialist
White Feather P&D
Remote
05.2019 - 09.2022
- Analyzed client feedback data to identify trends, enabling proactive improvements in service quality.
- Identified potential client issues and swiftly addressed them, resulting in improved retention rates.
- Worked collaboratively with customer service, sales and development teams to resolve complaints and drive experience management.
- Addressed complex problems faced by clients, developing creative solutions that exceeded expectations and fostered long-term partnerships.
- Documented details surrounding conversations, complaints, comments and actions taken to assist CRM.
- Implemented billing, collections and related interfaces to streamline customer retention processes.
Education
Associate of Arts - Communications
Victor Valley College
Victorville, CA05.2016
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Conflict resolution
- Phone, Email and Chat support
- Payment processing
- Empathy and patience
- Verbal and written communication
- Remote support tools
- Adaptability and flexibility
- Teamwork and collaboration
- Interpersonal skills
Timeline
Customer Support Specialist
OpenWork
03.2024 - Current
Customer Resolution Specialist
Sunbit
10.2022 - 01.2024
Client Retention Specialist
White Feather P&D
05.2019 - 09.2022
Associate of Arts - Communications
Victor Valley College