Michel Pritchett
Fort Washington,MD
Summary
Dynamic customer service professional with extensive experience at Navy Federal Credit Union, as well as previous call centers, excelling in relationship building and financial advising. Proven track record in resolving complex issues and enhancing customer satisfaction through strategic planning and strong communication. Adept at cash handling and fostering positive client interactions to drive business success.
Overview
9
9
years of professional experience
Work History
Call Center Representative
The Convention Store
05.2024 - Current
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Tax Specialist
Office Of The Chief Financial Officer (OCFO)
10.2023 - 04.2024
- Provided primary customer tax support to internal and external customers.
- Researched complex tax issues utilizing online resources and professional tax software.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed tax submissions and made sure all information complied with regulations.
- Reconciled and produced federal and state tax documents for corporate, private business and customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Member Service Representative II
Navy Federal Credit Union
12.2021 - 11.2022
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Teller/Member Service Representative
State Department Federal Credit Union
03.2020 - 12.2021
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Performed customer transactions for money orders, cashiers checks, deposits and withdrawals.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Shift Supervisor
Starbucks
10.2016 - 02.2020
- Created superlative coffeehouse experience through customer service, beverage preparation and presentation, in-store marketing and thorough cleanliness and sanitation of space.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Presented process improvement ideas to leadership team to cultivate professional, friendly and efficient work environment.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Built relationships with customers and managed accounts to drive revenue and profit.
Education
No Degree - Business Management
Prince George's Community College
Upper Marlboro, MDHigh School Diploma -
Friendly High School
Fort Washington, MD05.2013
Skills
- Consumer banking specialist
- Relationship building and management
- Cash handling expertise
- Financial Advising
- Verbal and written communication
- Adaptability
- Strategic planning
- Telephone etiquette
Timeline
Call Center Representative
The Convention Store
05.2024 - Current
Customer Service Tax Specialist
Office Of The Chief Financial Officer (OCFO)
10.2023 - 04.2024
Member Service Representative II
Navy Federal Credit Union
12.2021 - 11.2022
Teller/Member Service Representative
State Department Federal Credit Union
03.2020 - 12.2021
Shift Supervisor
Starbucks
10.2016 - 02.2020
No Degree - Business Management
Prince George's Community College
High School Diploma -
Friendly High School