Michelle Akey
Integrity Marketing/D.B.A. Stateline Senior Services
Windsor,CT
32
years of professional experience
Accomplished Customer Service Manager. Proven background in all aspects of team building and service. Demonstrates the importance of providing exceptional service in a fast paced, high volume, diversified and multi-tasked environment. Creative in implementing solutions to business challenges through collaboration with customers, vendors, and team members.
Work History
Client Services Manager
8 Years 8 Months- Schedule clients for appointments to promptly meet needs
- Deliver high level of service to clients in effort to build upon relationships for future
- Provide mentoring and coaching to department employees and senior advisors on company standards
- Recruited and trained client service employees and provide evaluations with feedback to cultivate highly talented team
- Assessed monthly reports to review sales appointments to identify opportunities for growth
- Handle client relationship management functions to promote enduring relationships with diverse clientele internally and externally
- Collaborate with team members to identify and accomplish agency objectives in areas of sales and service
- Resolve internal challenges and implement corrective actions to prevent recurrence
- Office administration in areas of timekeeping, attendance, payroll, HR, and ordering supplies
- Instrumental with managing workflow during Annual Open Enrollment with Client services and remote/temporary help
- Implemented procedures for Redtail CRM processes
- Provide support to the business manager with marketing and workshops
- Liaison for corporate IT, HR, security, and marketing groups
- Onsite Notary
- Website administration
- Compliance Officer for location
- Process Accounts Payables for location
- Advocate for the client with appeals and grievances with Medicare and insurance companies
- Responsible for new annuities from initial setup to completion
Call Center Supervisor
1 Year- Coached team members on performance for consistency in processes and areas to improve upon
- Created a positive and compelling work environment resulting in less turnover in the call center
- Shared best practices with other managers in areas of communication, building trust, and leadership
Operations Analyst
4 Years- Delivered exceptional service to third party clientele, pensioners, and beneficiaries with questions and challenges on funds and lost checks
- Created partnership through building trusting rapports with regional managers, team members, and clients due to transparency in performance and ethical behavior
- Researched and processed requests for audits, fraud investigations, and pull back of overpayments of deceased participants
- Assisted with training and development of new hires in department
- Highlights: Process implemented to allow notarized documentation with Power of Attorney paperwork to be utilized for the updating of pensioner information to avoid delayed payments, breakdown in communication, and client satisfaction
Customer Service
1 Year- Created work tickets for established customer base for service
- Utilized various internal systems to relay information on special clean up and purge projects to dispatch
- Extensive outbound contact to client base on service delays and schedule changes
- Multi-tasked with various projects and collection calls
- Highlights: New hire ride along procedure with route drivers to have a clearer understanding of processes and responsibilities with document security. Benefited route drivers and service department by building partnerships focusing on service needs to the customer base
Customer Service
3 Years- Responsible for all aspects of managing an office and customer service environment.
- Performed HR functions including payroll, safety, I-9 verification, onboarding, and other functions as needed
- Interacted with a diverse customer base, focusing on maintaining an up-beat service experience
- Communicated with vendors and sister companies on products and service challenges
- Provided training for seasonal employees on company's systems, policies, and procedures
- Pro-actively involved with clientele on tax exemptions and Restricted Pesticide License information; ensuring that all were kept current according to state regulations.
- Order entry, credit, collections, invoicing, accounts receivable/payables and interacting with various agricultural banking websites
Inside Sales Manager-Office Manager
4 Years- Developed, coached, and managed a team of 12 inside sales representatives
- Responsibilities included but not limited to HR functions in areas of performance reviews, on-boarding, incentives, training, and development
- Created standardized call coaching program to enhance service levels, increase sales, and consistency within the region with phone and service performance within the call centers
- Successful with the development of a new call center by monitoring, training, and assisting new hires and current team members with navigating the company's programs, phone system, and data base
- Established ISO9000 certification through accuracy with call center standardization, call monitoring, and appropriate documentation
- Utilized for development of supervisors in other divisions on management philosophy and principles
Customer Relations Manager
10 Years- Managed in a high-volume call center a team of 14 Customer Service Specialists that focused on service recovery with clients, warehousing, trucking companies, and vendors
- HR functions that included onboarding, performance reviews, incentives, and other functions
- Highlights: Received Manager of the Year 2005, due to surpassing standards in areas of performance that include team building, customer satisfaction, excelling in matrix standards, and providing structure during transition within the organization
Education
Bachelor of Arts - Human Resources Management/Minor-Identities
- Summa Cum Laude
- GPA: 3.95/4.0
Skills
Notary for the State of Connecticut
Leadership Essentials (Parts 1 & 2)
Change Management
Integrity Selling/AIDINC
Conflict Resolution
People Soft 8.0
Performance Impact/ Click 2 Coach
Managing Smart
HR functions- Management Responsibilities
RedTail CRM
Concur
COUPA
WorkDay
Affiliations
- Alpha Sigma Lambda
- Golden Key International Honor Society
- Sigma Beta Delta
- Milford Volunteers Fife and Drum
- Warehouse Point Ancient Fife and Drum
Timeline
Client Services Manager
Integrity Marketing/D.B.A. Stateline Senior Services
01.2018 - CurrentRead More
Call Center Supervisor
Laz Parking
01.2017 - 01.2018Read More
Operations Analyst
Global Wealth & Investment Management
01.2013 - 01.2017Read More
Customer Service
Info Shred
01.2012 - 01.2013Read More
Customer Service
Crop Production Services
01.2009 - 01.2012Read More
Inside Sales Manager-Office Manager
LKQ Corporation/D.B.A. Keystone Automotive
01.2005 - 01.2009Read More
Customer Relations Manager
Office Depot Inc./D.B.A. Viking Office Products
01.1995 - 01.2005Read More
University of Arizona (formerly Ashford University)
Bachelor of Arts from Human Resources Management/Minor-Identities
Read More