Michele Midgette
Columbus,OH
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Gifted at working with all types of customers and delivering messages thoroughly with excellent customer service.
Overview
20
20
years of professional experience
Work History
Retention Customer Service Representative
Verizon Wireless
02.2016 - 10.2023
- Participated in team meetings to discuss best practices for retention strategies.
- Monitored competitor activities within the market place.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Kept abreast of industry trends and developments related to retention services.
- Identified customer needs to upsell products or services.
Senior Customer Service Representative
Verizon Wireless
03.2009 - 01.2016
- Managed incoming calls from customers while providing exceptional service.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Identified trends in customer issues and provided recommendations for resolution.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Maintained accurate records of all customer interactions in CRM system.
- Ensured compliance with applicable laws and regulations related to customer service.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Customer Service Representative
Verizon Wireless
Columbus, OH
03.2004 - 03.2009
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Determined accurate prices for cellular plans and promotions, consistently searching for deals and best prices.
Education
Associate of Science - Business Administration
Ohio Dominican University
Columbus, OH08-2009
Bachelor of Science - Business Administration
Ohio Dominican University
Columbus, OH08-2009
Skills
- Upselling Strategies
- Data Collection
- Scheduling
- Call Management
- Complaint Resolution
- Inbound and Outbound Calling
- Research and Prioritization
- Order Processing
- Service Upselling
- Coordination
- Problem-Solving Abilities
- Product Sales
- Account Management
- Sales Closing
- Customer Service
- De-Escalation Techniques
- Product Promotion
- Follow-Up Skills
- Professional Telephone Demeanor
- Active Listening
- Multi-Task Management
- Complaint Handling
- Critical Thinking
- Customer Relationship Management (CRM)
Timeline
Retention Customer Service Representative
Verizon Wireless
02.2016 - 10.2023
Senior Customer Service Representative
Verizon Wireless
03.2009 - 01.2016
Customer Service Representative
Verizon Wireless
03.2004 - 03.2009
Associate of Science - Business Administration
Ohio Dominican University
Bachelor of Science - Business Administration
Ohio Dominican University