Michelle Banda
Caddo Mills,TX
Summary
Knowledgeable Chat Support Lead with proven track record in leading support teams to enhance customer satisfaction and streamline processes. Successfully implemented initiatives that improved response times and resolved complex issues promptly. Demonstrated expertise in team collaboration and problem-solving, consistently ensuring seamless operations.
Overview
10
10
years of professional experience
Work History
Chat Support Lead
TEKsystems
Caddo Mills, TX
10.2025 - Current
- Engage with technical teams to troubleshoot and resolve client issues efficiently.
- Maintain accurate records of customer interactions and support resolutions in the CRM system.
- Create and implement training materials for team members on new software tools and processes.
- Monitor customer interactions to ensure compliance with service standards and company policies.
- Resolved high-priority complaints by employing effective problem-solving techniques, fostering stronger client relationships and trust.
- Increased employee retention rates with targeted coaching, mentoring, and performance evaluations for the escalation team.
- Contributed to team objectives in a seasonal role, supporting workflow and customer service demands.
Virtual Receptionist
Map Communications
North Richland Hills, TX
03.2025 - 10.2025
- Responded to incoming calls with professionalism, addressing inquiries and resolving issues promptly.
- Managed incoming calls by delivering necessary information and coordinating call transfers or message documentation.
- Trained on diverse call center technologies to streamline customer interactions and improve service delivery.
- Adapted to dynamic work environments in a seasonal position, enhancing productivity and team collaboration.
Claims Representative
DentZone
IRVING, TX
05.2023 - 03.2025
- Facilitated communication with clients to confirm contract details and submitted repair orders to technicians.
- Implemented regulatory standards to ensure adherence to federal, state, and company guidelines in claims processing.
- Coordinated outbound calls to clients and technicians, ensuring accurate documentation of progress in company database.
Customer Service Representative
YARDI SYSTEMS INC
IRVING, TX
10.2019 - 01.2023
- Utilized strong communication abilities to foster effective engagement with customers.
- Managed telephone leasing inquiries and resolved complaints in accordance with standard operating procedures.
- Cultivated customer relationships by greeting clients by name and demonstrating a respectful demeanor.
Shift Manager
ALDI INC
IRVING, TX
05.2016 - 09.2019
- Developed and delivered comprehensive training programs to ensure understanding of business policies and procedures among new hires and shift managers.
- Conducted market research to support business decisions. Assisted with payroll processing to ensure timely employee compensation. Managed inventory orders and tracked stock levels for efficient operations.
- Cultivated in-depth knowledge of store products and services to provide tailored recommendations to customers.
- Managed cash handling operations, guaranteeing accurate transaction processing while maintaining strict financial accountability.
- Optimized team efficiency by assigning responsibilities and delivering precise guidance to team members.
Education
High School Diploma -
Irving High School
Irving, TX06-2013
Skills
- Conflict Resolution
- Data Entry
- Records management
- Time Management
- Staff Training and Development
- Training and coaching
- Remote support
- Claims Investigation
- Adaptability and flexibility
Timeline
Chat Support Lead
TEKsystems
10.2025 - Current
Virtual Receptionist
Map Communications
03.2025 - 10.2025
Claims Representative
DentZone
05.2023 - 03.2025
Customer Service Representative
YARDI SYSTEMS INC
10.2019 - 01.2023
Shift Manager
ALDI INC
05.2016 - 09.2019
High School Diploma -
Irving High School