Michele Shaw
Mesa
Summary
Currently seeking full time remote customer service positions, or positions close to the Mesa AZ area. Driven employee with more than 20 years of advanced research and customer service experience. Proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor, with empathy and compassion for customer issues. Motivated to maintain customer satisfaction. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a passion for developing relationships, assisting customers and cultivating partnerships for the growth of the business.
Overview
9
9
years of professional experience
Work History
Benefits Specialist/ WFH
Willis Towers Watson
10.2023 - 01.2024
- Increased employee satisfaction by implementing comprehensive benefits programs
- Streamlined processes for improved efficiency and reduced errors
- Enhanced understanding of benefit offerings with effective communication materials
- Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
- Developed tailored benefits packages for new hires, contributing to successful recruitment efforts.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Checked employees' benefits enrollment for accuracy and inputted all data into the data base
Research Specialist/Customer Service Rep
DHL Express
12.2021 - 07.2022
- 2+ years of work from home experience
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls chats and emails promptly to meet my daily goals
- Assisted customers with finding out what is required for customs clearance
- Working with colleagues, customs border patrol, hubs and gateways to locate missing shipments
- Maintaining and exceeding requirements for my position
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Exceeded customer service expectations by providing friendly and courteous service to all callers
- Meeting daily goals which assisted with customer satisfaction
- Trained and mentored new customer service agents.
Customer Service Representative
DHL Express
10.2017 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer calls promptly to avoid on-hold wait times
- Answered constant Iow of customer calls with minimal wait times
- Rffered advice and assistance to customers, paying attention to special needs or wants
- Assisted with on the >ob training of new employees
- E Collaborated with other departments to ensure customer satisfaction
- E jrained and mentored new call center representatives on customer service policies, procedures, and best practices
- E Oandled customer inWuiries and complaints in a professional and timely manner, resulting in customer satisfaction.
Customer Service Representative
Mobile Mini
02.2015 - 08.2017
- Answered constant Iow of customer calls
- Arranged pick up and delivery of Mobile Mini storage containers
- Collecting monthly payments
- Promoted products and capitaliqed on up sell opportunities
- E ?mplemented customer service standards that improved customer satisfaction
- E Collaborated with cross-functional teams to resolve customer issues.
Customer Service Representative
Consumer Cellular Mobile
08.2014 - 11.2014
- Answering constant in bound calls from new and existing customers
- Paying careful attention to the customers needs and reWuests
- Signing new customers up for service and canceling contracts
- Txplaining the details and instructions for each speciKc mobile phone
- Answering all Wuestions with detailed information
- Txceeded at up selling services
- E ?mplemented customer service strategies that improved customer experience and loyalty
- E
- Esolved customer disputes and complaints Wuickly and professionally
- E Demonstrated superior product knowledge, resulting in up sells.
Education
High School Diploma - General Studies
Pike High School
Indianapolis, IN06.1986
Skills
Experienced in many computer programs
Experiened in conflict resolutions
Great verbal and written skills
Very empathetic
Great listener
Ability to work under pressure
Dependable and punctual
Paying close attention to details
Previous WFH experience
Timeline
Benefits Specialist/ WFH
Willis Towers Watson
10.2023 - 01.2024
Research Specialist/Customer Service Rep
DHL Express
12.2021 - 07.2022
Customer Service Representative
DHL Express
10.2017 - 12.2021
Customer Service Representative
Mobile Mini
02.2015 - 08.2017
Customer Service Representative
Consumer Cellular Mobile
08.2014 - 11.2014
High School Diploma - General Studies
Pike High School
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