MICHELE BUTLER
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
Work History
Senior Resolution Team/SRT
CVS Health
Orlando, FL
09.2023 - Current
- Utilized extensive job knowledge to efficiently handle escalated calls and provide expert assistance in resolving complex issues with professionalism.
- Managed escalated callers by providing customized solutions, ensuring positive outcomes and maintaining high customer satisfaction levels.
- Streamlined operations and enhanced service quality through coordinating with Account Managers and performing various high-level customer service functions such as managing PBO entries, creating mail tags, and resolving insurance issues.
CUSTOMER SERVICE REPRESENTATIVE I & II
CVS Health
Orlando, FL
08.2022 - 09.2023
- Provided exceptional customer service and member experience with sincere, compassionate, and professional demeanor.
- Maintained a high level of proficiency by effectively navigating between two monitors while multitasking
- Offered immediate guidance and direction to colleagues in need via chat support with detailed Work Instructions.
- Promoted to CCRII position within 10 months of starting, through the Acceleration to Excellence Program.
- Achieved promotion as Subject Matter Expert in less than a year, tasked with assisting in training new hires.
GUEST EXPERIENCE LEADER
McDonald's
Orlando, FL
11.2020 - 06.2022
- Delivered professional and personalized customer service while maintaining rigorous adherence to food safety and sanitation standards.
- Adhered to established protocols for addressing and resolving customer complaints
- Closely collaborated with guests, employing engagement tactics to surpass quarterly survey goals.
- Achieved mastery of essential skills and knowledge through comprehensive completion of company's management training program
- Traveled to local McDonald's to aid in the development of new Guest Experience Leaders.
KITCHEN MANAGER
Which Wich
Orlando, FL
02.2011 - 11.2019
- Managed cash handling, daily bank deposits, and access to store safe while overseeing opening and closing procedures
- Ensured adherence to safe food handling practices and provided excellent customer service to all patrons
- Handled customer complaints and resolved individual needs to ensure utmost satisfaction.
- Responsible for creating the weekly employee schedule using Microsoft Excel.
SALES ASSOCIATE
Universal Studios
Orlando, FL
06.2005 - 06.2010
- Ensured a positive experience for all guests through outstanding customer service.
- Managed cash handling duties including making daily deposits into the store safe
Education
High School Diploma -
Olympia High School
Orlando, FL05-2006
Skills
- Complaint resolution
- Callback Appointment Scheduling
- Data Entry
- Account updating
- Information Security
- Inbound and Outbound Calling
- Product Knowledge
- Retail sales customer service
- De-Escalation Techniques
- Adaptive team player
- Conflict Management
- Team Member Training
Accomplishments
- Subject Matter Expert/ Learning Advocate: August 2023-September 2023
- Employee of the Month: February 2021, May 2022
Computer Skills
- Microsoft Office, Star Central Portal, ECHS, MHK Nitro, RxClaims, Five9, Peoplesoft, Internet Explorer, Compass, MarX, HRP, Avaya, Veriant, Outlook, Peoplesafe, Roadnet, Chrome, and AS400.
Timeline
Senior Resolution Team/SRT
CVS Health
09.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE I & II
CVS Health
08.2022 - 09.2023
GUEST EXPERIENCE LEADER
McDonald's
11.2020 - 06.2022
KITCHEN MANAGER
Which Wich
02.2011 - 11.2019
SALES ASSOCIATE
Universal Studios
06.2005 - 06.2010
High School Diploma -
Olympia High School