Michele Smith
Fairburn,GA
Summary
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication.
Overview
27
27
years of professional experience
Work History
Manager
ATC INCOME TAX
11.2014 - 04.2016
- Effectively managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls with up to 40 calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Mastery of customer service management systems and databases.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
WORK FROM HOME CUSTOMER SERVICE
WORLD TRAVEL HOLDINGS
09.2014 - 06.2015
- Effectively managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls with up to 60 calls in queue per minute.
- Mastery of customer service management systems and databases.
- Managed high call volume with tact and professionalism.
- Met or exceeded service and quality standards every review period.
MANAGER
LIBERTY TAX
09.2011 - 04.2015
- Managed approximately 40 incoming calls, emails and faxes per day from customers.
Addressed and resolved customer product complaints empathetically and professionally. - Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Monitored program effectiveness.
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing.
- Forecasted operating costs for scheduled projects by strategizing with other departments.
Postal Clerk
United States Navy, USN
06.1989 - 09.1991
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Consistently met deadlines even under high-pressure circumstances while maintaining a positive attitude amongst coworkers.
- Trained new employees on postal procedures, regulations, and company policies leading to a smoother onboarding process.
Education
BUSINESS
LONG ISLAND UNIVERSITY
BROOKLYN, NEW YORKEarly Childhood Education
Purdue University Global
OnlineSkills
- MS Windows proficient
- Quick learner
- Proficient in cash management
- Strong client relations
- Adherence to high customer service standards
- Customer-focused
- Skilled in call center operation
- Strong Problem Solver
- Active Listening Skills
- Customer Inquiries
- Time Management
- Dedicated Team Player
- Multiple Tasks
Timeline
Manager
ATC INCOME TAX
11.2014 - 04.2016
WORK FROM HOME CUSTOMER SERVICE
WORLD TRAVEL HOLDINGS
09.2014 - 06.2015
MANAGER
LIBERTY TAX
09.2011 - 04.2015
Postal Clerk
United States Navy, USN
06.1989 - 09.1991
BUSINESS
LONG ISLAND UNIVERSITY
Early Childhood Education
Purdue University Global
Similar Profiles
Kaila GlassKaila Glass
Tax Preparer at ATC Income TAxTax Preparer at ATC Income TAx
Mіchele SmithMіchele Smith
MANAGER at ATC INCOME TAXMANAGER at ATC INCOME TAX
Alexis PerryAlexis Perry
Manager at Tax Pros Income Tax ServiceManager at Tax Pros Income Tax Service