Michelle Barber
Winchester
Summary
Dynamic customer service professional with extensive experience at Progressive, excelling in problem resolution and conflict management. Proven ability to enhance customer satisfaction through active listening and critical thinking. Recognized for mentoring peers and streamlining processes, consistently achieving high performance in fast-paced environments. Proficient in data entry and Microsoft Excel.
Overview
22
22
years of professional experience
Work History
Specialty Customer Service Representative
Progressive
05.2023 - Current
- Assisted customers with inquiries and problem resolution through effective communication.
- Learned company products and services to provide accurate information to customers.
- Documented customer interactions in CRM system to maintain clear communication records.
- Collaborated with team members to ensure timely responses to customer queries.
- Developed skills in handling difficult situations while maintaining professionalism.
- Supported training initiatives for new hires by sharing knowledge about processes.
- Maintained a positive attitude while managing high call volumes during peak hours.
- Adapted quickly to changes in policies and procedures, ensuring compliance and efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Mobile Title Notary
Self-employeed
05.2017 - 05.2023
- Facilitated notarization of legal documents, ensuring compliance with state regulations.
- Coordinated client appointments, optimizing scheduling for efficiency and convenience.
- Educated clients on notary processes, enhancing understanding and satisfaction.
- Maintained accurate records of transactions to ensure accountability and transparency.
- Developed streamlined workflows for document preparation and signing procedures.
- Reduced errors in document processing by meticulously reviewing each document prior to obtaining signatures from parties involved.
- Ensured timely completion of signings by effectively coordinating schedules with clients, title companies, and lenders.
- Demonstrated commitment to ethical practices by adhering to the National Notary Association Code of Professional Responsibility at all times.
Senior Customer Service Representative
Hillsborough County Tax Collector
11.2003 - 05.2017
- Resolved customer inquiries and issues, ensuring high satisfaction levels through effective communication.
- Mentored junior representatives, enhancing team performance and service delivery consistency.
- Streamlined processes for handling customer feedback, contributing to improved operational efficiency.
- Developed training materials for new hires, promoting knowledge retention and skill development within the team.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Arts - English
University of South Florida
Tampa, FL12-1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Follow-up skills
Timeline
Specialty Customer Service Representative
Progressive
05.2023 - Current
Mobile Title Notary
Self-employeed
05.2017 - 05.2023
Senior Customer Service Representative
Hillsborough County Tax Collector
11.2003 - 05.2017
Associate of Arts - English
University of South Florida
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