Michele Sarchett
Houston,TX
Summary
Accomplished Team Manager with 10 years of experience guiding and developing Customer Service employees. Proven leader with strong background supervising daily activities and leading teams to meet operational goals. Stellar problem solver with excellent judgment and professional attitude.
Overview
18
18
years of professional experience
Work History
Team Manager
Alorica Inc
01.2017 - 04.2023
- Solved problems, handled escalated issues and mitigated risks
- Oversaw daily workloads and workflow for smooth operations
- Delegated work assignments and prioritized tasks
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
- Supervised team productivity by observing daily activities such as Attendance, Bill2Pay,Call Stats, Quality Scores, Customer Service Satisfactions Survey and Monitoring Calls
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
- Treated associates with fairness and respect, providing recognition of accomplishments
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Provide Employees with Company programs
- Drove account financial through team utilization, optimal staffing levels and scheduling.
APG&E
01.2012 - 03.2016
- Reviewed details on incoming contracts and service agreements to keep pricing correct
- Administered contract change requests and resolution
- Organized and monitored mail supplies and general office supplies for mail room
- Operated photocopier to print, collate and fold documents
- Packaged items in boxes or envelopes and sealed
- Applied appropriate postage to outgoing mail using postage machine or mailing labels.
Primary Services
08.2009 - 09.2011
- Consulted with customers to resolve service and billing issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Team Manager
Convergys
11.2004 - 04.2009
- Solved problems, handled escalated issues and mitigated risks
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
- Supervised and monitored team productivity by observing daily activities such as AHT, Hold, ACW, Attendance,Quality Scores, Monitoring Calls, Customer Satisfaction Survey and Sales
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Delegated work to staff, setting priorities and goals
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
- Treated associates with fairness and respect, providing recognition of accomplishments.
Education
No Degree - Business Management
Sam Houston State University
HuntsvilleBasic Courses
Lone Star College
Houston, TXHigh School Diploma - Business Management
Cypress Creek High School
05.1987
Skills
- Teamwork and Collaboration
- Team Building
- Documentation and Reporting
- Work Planning and Prioritization
- Team Leadership
- Verbal and Written Communication
- Employee Development
- Performance Tracking and Evaluation
- Employee Coaching and Motivation
- MS Office
- Process Improvement
- Customer Service
- Professional and Courteous
- Computer Skills
- Inter-Department Collaboration
- Calm Under Pressure
- Negotiation and Conflict Resolution
- Time Management
- Interpersonal Relations
- Decision Making
- Goal Setting
- Problem Resolution
- Performance Evaluations
Timeline
Team Manager
Alorica Inc
01.2017 - 04.2023
APG&E
01.2012 - 03.2016
Primary Services
08.2009 - 09.2011
Team Manager
Convergys
11.2004 - 04.2009
No Degree - Business Management
Sam Houston State University
Basic Courses
Lone Star College
High School Diploma - Business Management
Cypress Creek High School