Michele Lewis
Indiana,PA
Summary
Proven track record in enhancing customer satisfaction demonstrated during tenure at Indiana Regional Medical Center. Skilled in technical troubleshooting and relationship building, achieving high service level scores. Excelled in a fast-paced environment, significantly improving first-call resolution rates. Performance-oriented and driven.
Overview
31
31
years of professional experience
Work History
Information Systems Helpdesk Coordinator
Indiana Regional Medical Center
03.2003 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Trained new hires on company policies and procedures as well as best practices for delivering exceptional customer service.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Supported end-users by providing prompt technical assistance via helpdesk tickets and remote support tools.
Customer Service Representative
Adelphia Cable Communications
11.1993 - 05.2002
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
Education
High School Diploma -
United Area School District
Armagh, PA06.1987
Skills
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Relationship Building
- Recordkeeping
- Call center experience
- Active Listening
- Problem-solving abilities
- Technical Troubleshooting
Timeline
Information Systems Helpdesk Coordinator
Indiana Regional Medical Center
03.2003 - Current
Customer Service Representative
Adelphia Cable Communications
11.1993 - 05.2002
High School Diploma -
United Area School District
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