Michelle Avery-Jenkins
Marietta,GA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Loyalty Supervisor
Alorica
Atlanta, GA
09.2015 - 05.2024
- Monitored customer feedback and identified areas for improvement in the loyalty program.
- Resolved conflicts between customers and the company related to loyalty rewards or benefits.
- Delivered prompt and professional responses to member inquiries about account-related matters and their interaction with our Loyalty Program.
- Ensured effective communication by offering guidance on tasks, projects, work environment, and job duties while addressing any concerns raised by staff members.
- Provided customer onboarding and training to ensure successful product adoption.
- Handled the maintenance and accuracy of daily attendance records for seamless payroll processing.
- Provided coaching and mentorship programs for staff members.
- Conducted assessments to determine skill gaps of existing personnel.
Customer Service Escalation Specialist
Wells Fargo Home Mortgage
Clive, IA
11.2002 - 03.2015
- Adhered to established service level agreements while handling customer escalations.
- Investigated escalated customer complaints, identified root causes and proposed solutions.
- Recognized patterns in escalated complaints from customers across multiple channels such as phone, email, chat, and proactively addressed them before they become systemic problems.
- Answered incoming customer inquiries and resolved issues related to products or services in a timely manner.
- Collaborated with cross-functional teams such as sales, marketing, operations, engineering, finance and legal departments to ensure resolution of customer escalations.
Receptionist
Creative Visions
Fort Dodge, IA
01.2001 - 02.2002
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
- Supported HR team by conducting new hire orientations or onboarding sessions for new employees.
- Provided support for executive staff members by scheduling appointments and organizing travel arrangements.
- Scheduled appointments and maintained calendars for staff members.
- Handled diverse needs for clients in-person, by phone or through email.
Education
Associate of Arts - Business Administration And Management
Des Moines Area Community College
Des Moines, IA05-2013
Skills
- Customer relationship development
- Training development
- Employee Development
- Performance monitoring
- Risk mitigation strategies
- Friendly Communication
- Positive communication strategies
- Service Upselling
- Complaint Handling
Accomplishments
- Top Loyalty Manager 2023
Timeline
Loyalty Supervisor
Alorica
09.2015 - 05.2024
Customer Service Escalation Specialist
Wells Fargo Home Mortgage
11.2002 - 03.2015
Receptionist
Creative Visions
01.2001 - 02.2002
Associate of Arts - Business Administration And Management
Des Moines Area Community College
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