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
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
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
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
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
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