Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michele Towns

Oak Park

Summary

Over 20 years of customer service experience, implementing first call resolution, meeting customer needs, also verifying insurance and processing payments. Proficient in Microsoft Office Suite, sales goal, closing skills, resulting in a sale, great at multitasking.

Overview

14
14
years of professional experience

Work History

Disputes Operations Representative

Velera
08.2023 - 08.2025
  • Analyzed and resolved cardholders’ disputes within department and association guidelines.
  • Used department best practices to resolve disputes and recover the funds for cardholders and/or Credit Union while minimizing liability and risk for the company.
  • Utilized critical thinking skills to identify and resolve inquiries originating from cardholders and credit union to determine the best course of action to resolve the case.
  • Provided professional written and verbal responses to external cardholders.
  • Escalated priority issues to management when required.
  • Reviewed, processed and closed work cases, as appropriate.
  • Preformed other duties as assigned.

Subject Matter Expert

Teleperformance
02.2020 - 09.2023
  • First contact of customer service.
  • Collaborated with management to identify ways of improving performance.
  • Served as a SME to provide call-related assistance and troubleshooting support to team.
  • Monitored and tracked live calls to target progress to identify improvement opportunities.
  • Provided superior customer service to internal customers, consistently striving for first call resolution.
  • Worked with internal departments to research and resolve customers’ issues in a timely manner.
  • Gave detailed description of services offered, ensuring complete understanding by the end of the call, ensuring each member’s questions/concerns were addressed.
  • Signed members up for services to follow trial, based on their needs.
  • Perform other duties as assigned.
  • Virtual 3/2020

Customer Service

Concentrix
11.2017 - 01.2020
  • First contact of customer service
  • Assisted customers with selecting the best possible plan, covering their needs
  • Gave detailed description of services, ensuring complete understanding by the end of call, ensuring each customer questions/concerns were answered
  • Attention to detail
  • Ability to multitask

Customer Service

America’s Best
05.2016 - 11.2017
  • Checked patients in for their scheduled appointments
  • Answered calls, scheduling appointments/follow up appointments
  • Verified insurance information for upcoming appointments
  • Pre-examined patients
  • Updated patient’s records
  • Processed orders and filed patient records

Customer Service Desk Associate

Walmart
07.2014 - 06.2016
  • Assisted customers with returns, exchanges, bill payment, western union transfer for receiving and sending monies.
  • Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
  • Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
  • Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
  • Opened and closed service desk, clearing any returns, put backs, and miscellaneous items by end of shift.

Production Worker

Forge Industrail Staffing
01.2015 - 05.2016
  • Followed safety procedures and guidelines to maintain safe working environments.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
  • Resolved issues quickly to maintain productivity goals.
  • Steamed car seats, taking wrinkles out before shipment..
  • Built car seats from start to finish.
  • Loaded car seats using hoist, sitting them on pallets for shipment.
  • Bolted metal rod with power drill.

Sales Associate

Home Depot
08.2014 - 05.2016
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers determine which door/window wold best suit their standards
  • Scheduled measurements for customers looking for product to be installed
  • Special ordered items do to specific size/style that customer may request that is not in stock
  • Follow up on potential orders/quotes with customers, bringing them into sell status
  • Pull and process orders that are set for install, including any pulling additional materials and cutting material that is needed to complete job orders
  • Built relationships with customers to encourage repeat business.

Manual Worker

Wolverine Mailing
09.2013 - 08.2014
  • Collated pieces of mail, making sure components matched.
  • Performed quality control checks regularly, collating pieces of mail, making sure each component matched as each component was being completed for processing and delivery, identifying issues before they affected overall project outcomes.
  • Adapted to changing priorities quickly, demonstrating flexibility and maintaining workflow efficiency.
  • Checked for damaged mail.
  • Made sure print and addresses on mail was printed properly.
  • Filled out reprint sheets for damaged mail.
  • Inputted work in process and work completion into the computer system to maintain department updates.

Supervisor

Kmartcorp
05.2011 - 05.2013
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Distributed monies going in and out of the till, ensuring a balanced till during shift.
  • Set up registers at opening of store and assign cashiers to registers getting a signature of specific amount set for drawer is accounted for.

Education

Diploma/College Prep -

River Rouge High School
River Rouge, MI

Skills

  • Workload prioritization
  • Operational efficiency
  • Process management
  • Cross-functional communication
  • Insurance verification
  • Conflict resolution
  • Employee training
  • Troubleshooting

Timeline

Disputes Operations Representative

Velera
08.2023 - 08.2025

Subject Matter Expert

Teleperformance
02.2020 - 09.2023

Customer Service

Concentrix
11.2017 - 01.2020

Customer Service

America’s Best
05.2016 - 11.2017

Production Worker

Forge Industrail Staffing
01.2015 - 05.2016

Sales Associate

Home Depot
08.2014 - 05.2016

Customer Service Desk Associate

Walmart
07.2014 - 06.2016

Manual Worker

Wolverine Mailing
09.2013 - 08.2014

Supervisor

Kmartcorp
05.2011 - 05.2013

Diploma/College Prep -

River Rouge High School

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