MICHELE K GIBSON
Magnit Global LLC
Chicago,USA
26
years of professional experience
Customer Service Professional with 25+ years of experience delivering exceptional remote support in high-volume call center and customer-facing environments. Proven success resolving complex customer issues, improving customer satisfaction, and consistently meeting performance metrics.
Work History
SEASONAL TAX ANALYST
2 Months- Prepare, review, and file accurate federal, state, and local tax returns, extensions, and quarterly estimates.
- Investigated complex tax laws, interpreted tax codes, and assessed implications of tax legislation on organizational strategy.
- Calculate income tax provisions and develop financial reports for monthly, quarterly, and annual reporting.
- Gathered documentation and collaborated with internal teams, external service providers, and tax authorities to facilitate audits and ensure regulatory compliance.
- Managed inbound and outbound calls to strengthen client communication and support services.
CUSTOMER SERVICE REPRESENTATIVE
5 Years 4 Months- Handled high-volume inbound calls, consistently exceeding service-level goals.
- Exceeded customer satisfaction goals in high-volume call center environments.
- Resolved escalated customer concerns professionally and efficiently.
- Provided customer support for tax services and technical inquiries, ensuring accurate resolution.
- Managed billing inquiries, returns, and customer account support.
- Supported customers through loan application and approval processes.
- Improved first-call resolution rates through collaboration and process improvements.
- Reduced call handling time by 15% through workflow improvements.
- Managed inbound and outbound communications regarding account verification and payments.
- Addressed billing inquiries, processed returns, and supported customer accounts to enhance satisfaction.
- Maintained audit-ready documentation and compliance records.
- Trained and mentored new employees on service standards.
- CashNetUSA - Provided technical support for application users across multiple platforms.
APPLICATION SUPPORT SPECIALIST
3 Years 4 Months- Diagnosed and resolved software issues, improving user satisfaction and minimizing downtime.
- Collaborated with development teams to enhance application functionality, resulting in improved user experience.
- Trained users on software features and best practices for effective usage.
- Assisted in testing new application releases before deployment to users.
- Documented support processes and created user guides, providing clear resources for users and reducing inquiry volume.
- Monitored system performance to ensure optimal application availability.
CALL CENTER REPRESENTATIVE
19 Years 1 Month- Managed high-volume inbound calls to assist customers with inquiries.
- Resolved customer complaints effectively to enhance satisfaction and loyalty.
- Provided product information and recommendations based on customer needs.
- Accessed customer accounts and order history using Kmart's computer systems to provide timely assistance.
- Collaborated with team members to improve call handling processes, enhancing overall customer experience.
Education
Associate Degree - Business Administration & Human Services
High School Diploma
Skills
Remote Customer Service
CRM Platforms
Conflict Resolution
Inbound & Outbound Calls
Customer Retention
KPI Metrics
Technical Support
Documentation & Compliance
Critical thinking
Organizational growth
Verbal and written communication
Teamwork orientation
Accomplishments
- Reduced call handling time by 15% through workflow improvements.
- Consistently exceeded customer satisfaction goals in high-volume call center environments.
- Improved first-call resolution rates through collaboration and process improvements.
- Trained and mentored new employees on service standards.
WEBSITES, PROFILES
linkedin.com/in/michele-gibson-485531366
Timeline
SEASONAL TAX ANALYST
Magnit Global LLC
02.2026 - 04.2026Read More
CUSTOMER SERVICE REPRESENTATIVE
Jackson Hewitt Tax Service
01.2020 - 05.2025Read More
APPLICATION SUPPORT SPECIALIST
CashNet USA
08.2019 - 12.2022Read More
CALL CENTER REPRESENTATIVE
Kmart Corporation
06.2000 - 07.2019Read More
Continental Academy
High School Diploma
Read More
Southern New Hampshire University
Associate Degree from Business Administration & Human Services
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