Michelle Ah Lan
Oakley ,CA
Summary
Proven leader in transforming customer service operations at Kaiser Permanente, I championed technology upgrades and process optimizations, significantly enhancing client satisfaction and team efficiency. Expert in Microsoft Office and adept at fostering professional communication, I excel in streamlining workflows and empowering teams, achieving a high customer satisfaction rating through innovative solutions and strategic scheduling. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Administrative Assistant
PACE Supply
Dublin, CA
03.2022 - 04.2023
Pharmacy Call Center Lead
Kaiser Permanente
Livermore, CA
06.2020 - 03.2022
- Championed change management initiatives within the call center, spearheading new technology implementations and process improvements.
- Implemented effective coaching strategies to improve agent performance and customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Maintained a high level of industry knowledge through attending professional development events such as conferences and workshops.
- Optimized staffing levels through effective scheduling practices, reducing costs and maximizing workforce utilization.
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Streamlined call center operations for improved productivity and reduced wait times.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Retained valued customers by providing excellent service recovery in challenging situations involving complaints or dissatisfaction.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Boosted team morale with regular feedback sessions and employee recognition programs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Collaborated with training team to boost product support and certification training initiatives.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
High School Diploma - General Studies
James Logan High School
Union City, CA06.1993
Skills
Customer Service
Data Entry
Computer Skills
Office Administration
Administrative Support
Microsoft Word
Time Management
File Organization
Microsoft Outlook
Customer and client relations
Computer Proficiency
Filing
Clerical Support
Critical Thinking
Customer Relations
Strong Problem Solver
Scheduling
Documentation and Recordkeeping
Microsoft Office Suite
Professional Communication
Database entry
Scheduling and calendar management
Dedicated Team Player
Appointment Scheduling
Recordkeeping
Verbal Communication
Data organization
Deadline-oriented
Records Management
Calendar Management
Invoice Processing
Mail handling
Meticulous attention to detail
Prioritization
Multi-Line Phone Systems
Resourceful
Complex Problem-Solving
Social media knowledge
Bookkeeping
Purchase orders organization
Attendance record management
Accounting Support
Payroll and budgeting
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Administrative Assistant
PACE Supply
03.2022 - 04.2023
Pharmacy Call Center Lead
Kaiser Permanente
06.2020 - 03.2022
High School Diploma - General Studies
James Logan High School