Michele Mills
Punta Gorda,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative
Kemah Lumber / Gulf Eagle Supply
06.2025 - Current
- Offered expert support in sales and customer inquiries for one year. Maintained operational efficiency through accurate transaction processing. Cultivated strong contractor relationships, resulting in repeat business opportunities. Partnered with team members to enhance workflows during peak demand times. Educated new employees on company policies and safety protocols for consistent service delivery. Designed engaging product displays with vendors to drive customer interest. Initiated follow-up communications with customers post-purchase to build loyalty. Quickly resolved customer complaints while ensuring high care standards.
- Mentored new team members in company policies and optimal customer service techniques.
- Investigated customer feedback to determine trends and propose optimizations.
- Coordinated order fulfillment and maintained inventory accuracy utilizing ERP systems efficiently.
- Tackled customer inquiries and issues, boosting satisfaction and loyalty.
- Produced training documentation to improve onboarding efficiency for new hires.
- Directed efforts to optimize response times, significantly improving service quality.
- Engaged with cross-functional teams to elevate product offerings based on customer insights.
- Implemented process improvements that increased operational efficiency and reduced errors.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Processed orders accurately using inventory management systems, ensuring timely delivery of products.
- Trained new staff on customer service protocols, improving team performance and response times.
- Evaluated sales trends to pinpoint upselling possibilities enhancing revenue growth strategies.
- Led efforts to optimize workflow processes, reducing response time and increasing efficiency across the department.
Field Marketer
Big Daddy's Mold and Remediation Services
12.2024 - 02.2025
- My responsibilities was to build client relationships with myself and the business, to inform them about what the company is all about. Whether it was with a business or a client. Also, to spread the companies names to several different counties as possible. To determine the type of service that they may need from our company, whether it was mold, remodeling or a preventative. I loved building client relationships and keeping all of their needs and wants met at whatever costs that was from my end. Making clients smile was the Best part of my job!
- Cultivated relationships with industry partners to enhance referral networks and generate leads.
- Developed and executed local marketing campaigns to drive client engagement and brand awareness for 2 plus years
Production Scheduler and Permitting
Shutters 9-1-1
09.2023 - 12.2024
- Welcomed customers at front desk, fostering positive first impressions. Responded to customer inquiries and directed them to relevant personnel as needed. Coordinated appointment scheduling for both new and returning clients. Executed permitting processes for all projects to meet regulatory standards. Maintained notary public certification to provide essential documentation services, in which I still have for the next 3 years and plan on renewing.
- Coordinated production schedules to optimize workflow and resource allocation.
- Streamlined scheduling processes, reducing lead time for production cycles significantly.
- Analyzed production data to forecast demand and adjust schedules accordingly.
- Optimized production schedules by closely monitoring resources and adjusting timelines accordingly.
- Updated management and clients on progress of production.
- Reduced lead times with the implementation of efficient scheduling strategies.
- Established strong relationships with suppliers, improving collaboration and increasing efficiency in securing required materials on time.
- Flagged potential issues by monitoring timelines.
- Continuously sought opportunities for professional development, staying up-to-date on industry best practices related to production planning and scheduling.
- Enhanced on-time delivery rates by maintaining accurate production planning and prioritizing tasks.
Front Desk Associate
Mike Douglass Plumbing, Inc.
02.2024 - 05.2024
- Ensured positive first impressions by greeting customers at entrance. Handled phone inquiries to streamline scheduling for estimates and jobs. Scheduled estimates and job execution appointments with efficiency. Fostered customer relationships through follow-up on satisfaction after service completion.
- Coordinated front desk activities, ensuring smooth client check-in and effective appointment scheduling.
- Facilitated outstanding customer support through timely resolution of inquiries and issues.
- Orchestrated dialogue between clients and technicians to elevate service delivery.
- Provided excellent customer service for over 30 years, addressing inquiries and resolving issues promptly.
Director of First Impressions
MONARCH DIRECT
06.2020 - 10.2023
- I was the first to greet clients as they came in and got them start for the sales reps to come meet with the clients. As well as, cash them out and handle issues that they me having. I also got them started on the sales that they needed also. My other contributions to Monarch was also, being the marketing director. To show off the qualities of Monarch, as well as, the products that they offer, such as vehicle wraps, creating business card, an shirt printing.
- Managed front desk operations, ensuring a welcoming environment for clients and visitors.
- Coordinated appointment scheduling and maintained office calendar to maximize efficiency.
Education
High school or equivalent - Graduate
Charlotte High School
Punta Gorda, FL05-2000
Deaf Interpreting and communications (Some College) - Communications
Oklahoma City Community College
Oklahoma City, OK02-2001
Skills
- Operations
- Inside Sales
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Product knowledge
- Order processing
- De-escalation techniques
- Building rapport
- Product sales: BHI, Logan Lumber, Dixie Ply, BluLinx
Certification
- Certified Notary Public
- September 2023 to September 2027
Languages
English
Interests
On my days are filled with family, love and crystal collecting I have two daughters that are 19 and 21 They are lights of my life, we love to go shopping and find new places to go crystal shopping I am a avid crystal collector My fiance and I have been with for 11 years, he is the light of my life He is the glue that holds us three crazy girls together I love to go with family to watch movies, laugh and be goofy together Cooking Puerto Rican food for my family and friends, is the biggest specialty that I love to do the absolute most Then there is my best friend Shelly that is the aunt of my girls and that takes us on most of our adventures all over the United States Our recent adventure as a family was a trip to the Blue Ridge Mountains, where we saw the Turner Falls I would say the biggest accomplishment in my life was becoming an entrepreneur when I was 16 - 22 years old I owned an automotive gas station My parents worked for me, this where I learned to become a strong independent woman Also, where my passion for cars came from Where my passion to work with so many different types of versatile people comes from
Timeline
CSR - Customer Service Representative
Kemah Lumber / Gulf Eagle Supply
06.2025 - Current
Field Marketer
Big Daddy's Mold and Remediation Services
12.2024 - 02.2025
Front Desk Associate
Mike Douglass Plumbing, Inc.
02.2024 - 05.2024
Production Scheduler and Permitting
Shutters 9-1-1
09.2023 - 12.2024
Director of First Impressions
MONARCH DIRECT
06.2020 - 10.2023
High school or equivalent - Graduate
Charlotte High School
Deaf Interpreting and communications (Some College) - Communications
Oklahoma City Community College
Additional Information
Authorized to work in the US for any employer