Summary
Overview
Work History
Skills
Timeline
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Michele Sisson

Hugo,OK

Summary

Dynamic professional with a proven track record at Concentrix, excelling in technical support and peer mentoring. Skilled in active learning and critical thinking, I fostered strong relationships and enhanced customer satisfaction through effective problem-solving. Committed to promoting a positive environment, I delivered empathetic support while maintaining meticulous attention to detail.

Overview

6
6
years of professional experience

Work History

Peer Mentor

Concentrix
11.2024 - Current
  • Conducted regular check-ins with mentees to monitor progress towards achieving their goals and to address any concerns or challenges faced along the way.
  • Developed strong relationships with mentees, fostering a positive learning environment.
  • Encouraged mentees to develop strong decision-making and problem-solving skills.
  • Promoted a sense of belonging among peers by fostering an inclusive atmosphere within the mentoring program''s activities and discussions.
  • Enhanced peer understanding by providing one-on-one mentoring and support.
  • Provided guidance to peers on academic and personal matters, promoting overall wellbeing.

Technical Support Representative

Concentrix
03.2024 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Administrative Assistant

Fannin County
03.2023 - 08.2024
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

Unemployment Claims Specialist

Direct Interactions
05.2020 - 09.2021
  • Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
  • Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
  • Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
  • Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
  • Collaborated with other departments to develop streamlined processes for sharing information related to unemployment claims.
  • Improved the accuracy of claims data by regularly updating and maintaining electronic records.

Administrative Clerk

RPM Staffing
04.2019 - 05.2020
  • Entered data into system and updated customer contacts with information to keep records current.
  • Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
  • Input data and processed system change to generate accurate reports.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns.
  • Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
  • Balanced multiple roles to accomplish diverse tasks and make larger impact to organization.
  • Managed daily mail distribution for both internal employees and external customers or clients.
  • Enhanced office productivity by managing incoming calls, emails, and appointments for staff members.

Skills

  • Active learning
  • Self-awareness
  • Empathy development
  • Academic support
  • Social perceptiveness
  • Skill development
  • Feedback delivery
  • Peer support
  • Crisis support
  • Emotional support
  • Attention to detail
  • Critical thinking
  • Relationship development
  • Technical troubleshooting
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Active listening
  • User support

Timeline

Peer Mentor

Concentrix
11.2024 - Current

Technical Support Representative

Concentrix
03.2024 - Current

Administrative Assistant

Fannin County
03.2023 - 08.2024

Unemployment Claims Specialist

Direct Interactions
05.2020 - 09.2021

Administrative Clerk

RPM Staffing
04.2019 - 05.2020

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Michele Sisson