Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Hi, I’m
Michella Maddox-McGhee
Fayetteville,NC
Summary
Overview
19
years of professional experience
Work History
WFH
SITEL, Customer Service Rep
09.2020 - Current
Job overview
- Handles inbound calls
- Drives customer satisfaction through voice and email communication
- Navigates through multiple systems Assists members/customers with any possible fraudulent activity on their credit/debit card account
- Ensures proper security measures/procedures are followed on all calls to prioritize security
- Upsell additional cross-sales products
- Attends ongoing training and skill development sessions
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Carnival
Customer Success Representative
01.2019 - 01.2020
Job overview
- Inbound calls for assistance with bookings from client’s customers and client’s travel agent partners
- Limited outbound calls to client-designated internal support departments client’s customers and/or client’s travel agent partners for status and clarification purposes
- Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
McDonald's, North Carolina
Cashier
01.2016 - 08.2018
Job overview
- Mopped floor/ clean tables
- Restocked and organized merchandise in front lanes.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Constructed and wrapped sandwiches at a fast-paced, accurate speed
- Greeted customers entering store and responded promptly to customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
Gray Metal South
General Worker
01.2014 - 01.2016
Job overview
- Organizes metal collars into bins
- Works with/around heavy machinery
- Worked fast to complete tasks and meet daily deadlines.
- Operated equipment and machinery safely to prevent accidents.
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Adhered to company policies, safety procedures, and performance standards.
- Restocked items on shelves and bins to keep inventory available.
Self-employed
Freelance Math Tutor
09.2010 - 04.2013
Job overview
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided homework assistance using specific curriculum and materials.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Supported students with helpful study habits and exam strategies.
- Used flashcards and other techniques to test and improve memory through practiced information retrieval.
- Used positive reinforcement, repetition, and review to help students master challenging material.
ECCC
Reading Comprehension Tutor
09.2004 - 08.2008
Job overview
- Worked with 3rd & 4th-grade students on Reading Comprehension.
- Taught Reading Comprehension and writing tactics to improve reading and writing skills.
- Conducted assessments to determine comprehensive understanding of materials.
- Provided positive feedback often to encourage continued reading success.
- Developed student confidence through positive reinforcement strategies.
- Leveraged technology and visual aids to engage students and enhance learning.
Education
Fayetteville State UniversityFayetteville, NC
B. A. from Visual Arts, Digital Arts
12.2023
University Overview
- Dean's List [Spring 2023]
- 3.56 GPA
Bennett CollegeGreensboro, NC
from Arts Management, Music
University Overview
- Dean's List
- 3.65 GPA
Skills
- Adobe Creative Cloud
- Adobe Illustrator/Photoshop/Lightroom
- Google Suite
- Microsoft Suite
- Photography
- Painting
- Drawing
- Ceramics
- ABS, QA, BTP, ADH, CES, CSAT
- Critical Thinking
- Editing Websites
- NICE/Webstation
Hobbies
Hobbies
Include, but not limited to: Sewing, Listening to music, Cooking, Sudoku, Singing, Learning New Things, Playing Xbox, Sketching
Timeline
SITEL, Customer Service Rep
WFH
09.2020 - Current
Customer Success Representative
Carnival
01.2019 - 01.2020
Cashier
McDonald's, North Carolina
01.2016 - 08.2018
General Worker
Gray Metal South
01.2014 - 01.2016
Freelance Math Tutor
Self-employed
09.2010 - 04.2013
Reading Comprehension Tutor
ECCC
09.2004 - 08.2008
Fayetteville State University
B. A. from Visual Arts, Digital Arts
Bennett College
from Arts Management, Music
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