Michell Bland
McDonough
Summary
Customer-focused professional with strong experience in customer support, large-order assistance, account investigations, and high-volume customer service. Proven ability to resolve complex issues, maintain accuracy across multiple systems, and deliver exceptional service in fast-paced environments. Organized, reliable, and skilled in communication, problem solving, and building positive customer relationships.
Overview
12
12
years of professional experience
Work History
Permanent Makeup Artist
Self Employed
Stockbridge, GA
06.2023 - Current
- Manage all aspects of business operations including scheduling, supply management, and marketing strategies to attract new clients.
- Conduct comprehensive client consultations and recommend services tailored to customer needs.
- Maintain strict hygiene, safety, and sanitation standards to ensure client comfort and trust.
- Educate clients on pre- and post-treatment care to support successful outcomes and satisfaction.
- Developed strong relationships with clients through effective communication and personalized consultations.
Assistant Shop Manager
Black Rose Tattoo Collective
Stockbridge, GA
06.2023 - 07.2025
- Oversaw daily shop operations, including artist scheduling, appointment coordination, inventory management, and front-desk customer service.
- Maintained strict compliance with state and local health, safety, and sanitation regulations, ensuring a clean and safe environment for clients and artists.
- Managed client intake, consultations, waivers, and aftercare instructions, providing an exceptional customer experience.
- Supported artists by preparing workstations, organizing supplies, and maintaining a steady workflow throughout the day.
- Resolved customer concerns and appointment conflicts with professionalism, empathy, and strong problem-solving skills.
- Managed cash handling, POS transactions, daily financial reconciliation, and deposit preparation.
- Organized artist portfolios, updated client files, and ensured accurate documentation for licensing and consent compliance.
Customer Service Representative
The Home Depot
Remote
08.2021 - 06.2023
- Delivered high-quality customer support via phone, resolving issues efficiently and professionally for numerous customers daily.
- Maintained strong customer satisfaction scores by managing inquiries, complaints, and follow-up interactions.
- Demonstrated deep knowledge of store products, services, and policies to provide accurate recommendations and solutions.
- Navigated multiple systems simultaneously to track orders, troubleshoot issues, and schedule in-home service appointments.
- Consistently exceeded performance and productivity metrics in a remote environment.
- Resolved issues by actively listening to customer concerns and providing tailored solutions.
Customer Service Representative
Amazon
Remote
03.2019 - 07.2021
- Supported Amazon’s Specialty Department, assisting customers with large-item orders including furniture, appliances, and mattresses, ensuring accurate scheduling, delivery coordination, and issue resolution.
- Handled sensitive customer accounts flagged for high return activity, reviewing order histories, delivery confirmations, and customer claims for accuracy and potential policy violations.
- Conducted detailed investigations into “item not received” (INR) and suspicious return patterns, documenting findings and escalating cases when necessary.
- Resolved complex shipping, warehouse, and carrier-related issues by collaborating with internal teams to ensure proper replacements, refunds, or corrective actions.
- Delivered customer support through multiple channels (phone, chat, email) while maintaining compliance with Amazon’s confidentiality, security, and customer-privacy policies.
- Utilized Amazon’s internal tools and multiple CRM systems to verify orders, review account flags, and update case notes with precision and accuracy.
- Consistently met or exceeded performance benchmarks for quality assurance, call handling, customer satisfaction, and adherence in a fully remote environment.
- Demonstrated exceptional judgment and empathy when communicating decisions on restricted or high-risk accounts, ensuring customers understood policies while preserving brand trust.
Retail Store Sales Manager
Mattress Firm
Atlanta, GA
03.2014 - 07.2019
- Drove sales to meet/exceed budget expectations and executed the company’s selling strategies.
- Oversaw daily store operations including merchandising, inventory control, staff scheduling, and customer service.
- Led visual merchandising initiatives and implemented corporate presentation standards.
- Trained, coached, and mentored new employees to strengthen performance and retention.
- Balanced nightly sales, supervised POS functions, and completed financial deposits and audits.
- Helped lead the store to top district ranking in Key Performance Indicators including conversion and online sales.
Education
GED -
Dekalb Technical College
Clarkston, GA01-2009
Skills
- Customer Service & Support
- Remote Call Center Operations
- Complaint Resolution & De-Escalation
- Active Listening & Communication
- Appointment & Delivery Scheduling
- CRM & POS Systems (Home Depot, Retail, etc)
- Payment Processing
- Order Tracking & Issue Resolution
- Live Chat & Email Support
- Product Knowledge & Upselling
- Multitasking & Prioritization
- Confidentiality & Professionalism
- Microsoft Outlook & PowerPoint
- Relationship Building
- Problem Solving & Critical Thinking
Timeline
Permanent Makeup Artist
Self Employed
06.2023 - Current
Assistant Shop Manager
Black Rose Tattoo Collective
06.2023 - 07.2025
Customer Service Representative
The Home Depot
08.2021 - 06.2023
Customer Service Representative
Amazon
03.2019 - 07.2021
Retail Store Sales Manager
Mattress Firm
03.2014 - 07.2019
GED -
Dekalb Technical College