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Michelle Bagnal
Woodlawn,TN
Work Preference
Summary
Dynamic and customer-focused professional with over 8 years of experience delivering exceptional client service and technical support in fast-paced environments. Recognized for the ability to swiftly troubleshoot issues, ensuring high levels of customer satisfaction while adapting seamlessly to evolving systems. Possesses strong problem-solving skills and a detail-oriented approach, adept at efficiently managing multiple priorities. Actively pursuing a challenging role that leverages expertise in customer service, technical troubleshooting, and team leadership to contribute to ongoing business success.
Overview
15
15
years of professional experience
Work History
Client Support Specialist
Pager Health (Onlife Health)
10.2023 - 04.2026
- Managed service request processes by logging, triaging, and resolving technical issues for clients.
- Analyzed and addressed software problems while customizing platform settings to fulfill client needs.
- Managed customer inquiries efficiently, delivering clear and professional communication to enhance customer satisfaction.
- Monitored and identified trends in customer service to facilitate ongoing product improvement initiatives.
- Collected and analyzed customer feedback to drive continuous improvement of platform features.
- Delivered exceptional client support, resolving inquiries efficiently and enhancing customer satisfaction.
- Collaborated with cross-functional teams to streamline communication processes and improve service delivery.
- Trained new staff on best practices for client engagement and system navigation to ensure seamless onboarding.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved 10+ complex service requests per day, including escalations and platform configurations, maintaining high client satisfaction.
Application Support Specialist
Onlife Health
05.2020 - 10.2023
- Configured and supported platform environments for 75+ Cambia client accounts, ensuring accurate system setups and client-specific workflows.
- Addressed client service requests to ensure effective troubleshooting and resolution of technical issues.
- Coordinated efforts with cross-functional teams to align system configurations with client requirements and enhance project outcomes.
- Diagnosed and resolved application-related issues to maintain optimal platform performance.
- Provided technical support for application issues, ensuring prompt resolution and minimal downtime.
- Collaborated with development teams to identify and implement system enhancements.
- Mentored junior staff on troubleshooting techniques and best practices in application support.
- Developed comprehensive documentation for processes and troubleshooting guides, aiding team knowledge sharing.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, training sessions.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Provided timely updates on progress through task tracking software systems such as JIRA, Jira Cloud or Zendesk.
Member Services Team Lead
Onlife Health
02.2019 - 05.2020
- Triaged and managed 150+ support logs per day, ensuring timely routing and resolution to meet SLAs.
- Led a team of 10+ representatives, coaching and assisting with complex member inquiries via chat, email, and phone.
- Delivered onboarding and product update trainings for new and existing representatives to ensure consistent service delivery and product knowledge.
- Managed daily workflow oversight to uphold service standards and enhance operational efficiency.
- Designed and executed coaching sessions while providing targeted training to optimize team performance.
- Developed comprehensive performance reports that monitored metrics and highlighted areas for operational optimization.
- Executed audits with the objective of ensuring service quality, providing constructive feedback to drive continuous improvement.
- Led member services team to enhance client satisfaction and retention through effective communication strategies.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Implemented process improvements that streamlined workflow and reduced response times for member inquiries.
- Mentored and trained team members on best practices in customer engagement and issue resolution techniques.
- Led monthly staff meetings, promoting open communication and collaboration within the team.
Member Services Representative
Onlife Health
12.2017 - 02.2019
- Handled 50+ inbound calls per day, resolving member inquiries and service requests.
- Collaborated with a team typically of 4, covering shifts that sometimes operated with as few as 2 or up to 8 reps.
- Documented interactions and followed up to ensure issue resolution and member satisfaction.
- Provided customer support via phone, email, and voicemail to address technical challenges and inquiries effectively.
- Documented interactions to enhance communication clarity and support timely resolution of issues.
- Facilitated service escalations and conducted follow-ups on unresolved issues to enhance customer satisfaction.
- Facilitated member inquiries through effective communication and problem-solving techniques.
- Managed account updates and maintained accurate member records in CRM systems.
Member Services Contractor
Allsource (Onlife Health)
04.2017 - 12.2017
- Handled 50+ inbound calls per day, resolving member inquiries and service requests.
- Collaborated with a team typically of 4, covering shifts that sometimes operated with as few as 2 or up to 8 reps.
- Documented interactions and followed up to ensure issue resolution and member satisfaction.
- Provided customer support via phone, email, and voicemail to address technical challenges and inquiries effectively.
- Documented interactions to enhance communication clarity and support timely resolution of issues.
- Facilitated service escalations and conducted follow-ups on unresolved issues to enhance customer satisfaction.
- Facilitated member inquiries through effective communication and problem-solving techniques.
- Managed account updates and maintained accurate member records in CRM systems.
Customer Service Representative (CSR)
Advance Financial
01.2015 - 03.2017
- Processed same-day customer loan approvals ranging from $500–$4,000, ensuring timely underwriting and disbursement.
- Handled ~30 customer interactions per day in-person, processing payments (typically $200+) and loan transactions with >99% accuracy.
- Managed money orders, Western Union transfers, and bill-pay transactions while maintaining compliance with AML/BSA procedures.
- Processed daily cash and loan payments and achieved >99% accuracy in transaction records.
- Assisted customers with loan transactions and financial inquiries, averaging ~25–40 customer interactions per day.
- Analyzed financial data and supported clients with loan transactions and financial planning.
- Conducted thorough reviews and audits to guarantee compliance with financial regulations, specifically AML, BSA, and USA Patriot Act requirements.
- Enhanced cash handling proficiency to support seamless financial operations.
- Resolved customer inquiries through active listening and effective communication strategies.
- Maintained detailed knowledge of products and services to enhance customer satisfaction.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Teacher/Sales Representative
Harris Holt Martial Arts
01.2011 - 07.2016
- Instructed classes of 10–25 students, leading 8–12 classes per week and improving student retention.
- Managed student records and coordinated testing for ~50–100 students annually.
- Drove pro‑shop sales averaging $[500–1,500]/month through upselling equipment and memberships.
- Onboarded and mentored new students, increasing class attendance by ~10–15%.
- Handled administrative tasks (scheduling, payments, communications) for daily operations serving 50+ regular clients.
- Guided students in martial arts techniques while promoting self-discipline and focus.
- Executed sales management and administrative duties for pro-shop, leveraging Microsoft Office Suite for streamlined processes.
- Established and maintained student records while overseeing testing documentation coordination.
- Developed and implemented curriculum for various martial arts classes.
- Instructed students in techniques, principles, and discipline of martial arts.
- Enhanced student engagement through tailored lesson plans and interactive activities.
- Mentored junior instructors, providing guidance on teaching methods and class management.
- Evaluated student progress and provided constructive feedback for skill improvement.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
Drive-Thru Cashier
White Castle
02.2014 - 04.2014
- Processed 60–100 orders per shift in a high-volume drive-thru, maintaining speed and customer satisfaction.
- Achieved average transaction times under 3 minutes during peak hours while accurately handling cash and POS transactions.
- Increased add-on sales through suggestive selling, boosting average order value.
- Maximized sales by upselling menu items while delivering prompt, friendly service in a high-volume environment.
- Oversaw order processing with POS systems, prioritizing customer satisfaction and operational effectiveness.
- Processed customer orders efficiently at drive-thru window, ensuring accuracy and speed.
- Handled cash transactions and operated point-of-sale systems with precision.
- Assisted in training new staff on operational procedures and customer service standards.
- Maintained cleanliness and organization of work area to enhance efficiency.
- Collaborated with team members to optimize workflow during peak hours.
- Resolved customer inquiries and complaints effectively, enhancing satisfaction levels.
- Implemented best practices for food safety and hygiene compliance consistently.
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
Education
High School Diploma -
Middle College Graduate, APSU
Clarksville, TN01-2014
Skills
- Customer & Technical Support
- Client Success / Relationship Management
- CRM & Ticketing Platforms (eg, Salesforce, Zendesk)
- MS Office (Excel, Word, PowerPoint, Outlook)
- Data Analysis & Reporting
- Team Leadership & Training
- Process & Contract Review / Compliance (AML, BSA)
- System Implementation & Onboarding
- Documentation & Records Management
- Communication — verbal & written
- Problem Solving & Calm Under Pressure
- Remote work / Time Management
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Client Support Specialist
Pager Health (Onlife Health)
10.2023 - 04.2026
Application Support Specialist
Onlife Health
05.2020 - 10.2023
Member Services Team Lead
Onlife Health
02.2019 - 05.2020
Member Services Representative
Onlife Health
12.2017 - 02.2019
Member Services Contractor
Allsource (Onlife Health)
04.2017 - 12.2017
Customer Service Representative (CSR)
Advance Financial
01.2015 - 03.2017
Drive-Thru Cashier
White Castle
02.2014 - 04.2014
Teacher/Sales Representative
Harris Holt Martial Arts
01.2011 - 07.2016
High School Diploma -
Middle College Graduate, APSU