Michele Maddur
Virginia Beach,VA
Summary
Accomplished and detail-oriented professional with a proven track record of driving operational excellence, elevating team performance, and fostering business profitability. Demonstrated expertise in developing and implementing administrative policies that increase efficiency and reduce costs. Committed to delivering best-in-class service, improving customer experience, and ensuring compliance with policies. Possessing a strong aptitude for assessing client requirements, addressing unique needs, and maximizing satisfaction levels. An articulate communicator with the ability to build rapport and establish trust with diverse clientele. Skilled in leading diverse teams, negotiating favorable vendor contracts, and fostering a culture of continuous improvement. Known for exceptional prioritization and multitasking abilities within remote settings while maintaining the utmost professionalism.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Qurate Retail Group
05.2023 - Current
- Manages high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolves customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handles escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responds to customer requests for products, services, and company information.
- Enhances customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributes to sales growth by upselling products and services based on individual customer requirements.
- Exceeds performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Scrum Master
CMM Consulting LLC
01.2021 - Current
- Enhance team communication and collaboration by leading and facilitating daily scrum meetings, sprint planning, and retrospectives
- Implement agile tools and metrics, identifying bottlenecks and fostering continuous improvement
- Facilitate cross-departmental coordination to ensure alignment with project objectives.
Operations Manager
CMM Consulting LLC
01.2013 - 05.2023
- Drive operational excellence by overseeing and streamlining day-to-day office operations
- Ensure seamless executive support, including calendar management, meeting coordination, and travel arrangements
- Promote timely task completion and efficient operation by leading and supporting administrative staff
- Manage office budget with focus on expense monitoring and vendor contract negotiations to realize significant savings.
Materials Manager
USPI
01.2011 - 01.2013
- Expedited material availability by streamlining procurement processes
- Ensured accurate handling and tracking of inventory by developing and implementing robust materials management policies, procedures, and systems
- Streamlined vendor selection and evaluation processes, and maintained strong relationships with suppliers to ensure continuous supply chain optimization.
Radiologic Technologist
USPI
10.2010 - 07.2013
- Enhanced patient experience with compassionate communication and meticulous attention to detail during examinations.
- Assisted in training new Radiologic Technologists on department policies, procedures, equipment usage, and best practices for patient care.
- Captured images using mobile equipment in operating rooms, emergency rooms, and patients' bedsides.
- Optimized image quality by adjusting technical factors according to specific patient needs or clinical indications within prescribed dose limits.
- Ensured compliance with all state and federal regulations governing radiation exposure by maintaining proper documentation and following established protocols during every examination.
- Ensured proper functioning of radiology equipment through routine inspection, calibration, troubleshooting and repair when necessary.
Education
Associate of Applied Science in Radiology -
ECPI University
Newport News, VASkills
- Operations Management
- Administrative Support
- Project Management
- Needs Assessment
- Customer Service Management
- Customer Satisfaction & Retention
- Relationship Building
- Conflict & Issue Resolution
- Team Leadership & Collaboration
- Microsoft Office Suite
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Professional telephone demeanor
- Microsoft Outlook
- Microsoft Teams
Websites
Certification
Certified Scrum Master, Scrum Alliance, 2021
Professional Development
- Actively participated in professional organizations, such as American Society of Radiologic Technologists (ASRT).
- Completed over 1,200 clinical hours in diverse healthcare settings, performing various radiographic examinations to facilitate accurate diagnosis and patient treatment.
Timeline
Customer Service Representative
Qurate Retail Group
05.2023 - Current
Scrum Master
CMM Consulting LLC
01.2021 - Current
Operations Manager
CMM Consulting LLC
01.2013 - 05.2023
Materials Manager
USPI
01.2011 - 01.2013
Radiologic Technologist
USPI
10.2010 - 07.2013
Associate of Applied Science in Radiology -
ECPI University