Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Michelle Blackburn
Mount Sterling,KY
Summary
Overview
9
years of professional experience
1
Certification
Work History
Molina Healthcare
Customer Service Representative
12.2022 - Current
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
Veterans Administration
Volunteer Relations Coordinator
03.2020 - Current
Job overview
- Improved overall efficiency by designing streamlined processes for scheduling shifts and coordinating event participation among volunteers.
- Implemented effective conflict resolution strategies when needed, maintaining a harmonious work environment for all parties involved.
- Evaluated volunteer performance regularly, providing constructive feedback for continuous improvement.
- Promoted a positive and inclusive environment, fostering strong relationships among volunteers and staff members.
- Enhanced volunteer engagement by developing and implementing comprehensive training programs.
- Collaborated with various departments to identify areas of need and match volunteers with suitable tasks and projects.
- Streamlined the onboarding process for new volunteers, resulting in increased retention rates.
- Provided ongoing support to volunteers throughout their tenure at the organization, acting as a primary point of contact for questions or concerns.
- Fostered a sense of community among volunteers and staff members through regular team-building activities and events.
- Coordinated large-scale volunteer events, successfully managing logistics and communication for smooth execution.
- Developed innovative strategies to recognize and appreciate volunteers'' efforts, boosting morale and satisfaction levels.
- Managed a diverse team of volunteers with varying skill sets, ensuring optimal utilization of resources for maximum impact.
- Established strong relationships with community organizations to increase volunteer recruitment opportunities.
- Maintained accurate records of volunteer information, including contact details, availability schedules, and preferences.
- Recruited and trained new volunteers on volunteer program goals and objectives.
- Participated in community outreach events to promote volunteer opportunities and enlist new volunteers.
- Collaborated with other departments to maximize impact of volunteer efforts.
- Developed and maintained relationships with local organizations to identify volunteer opportunities and resources.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Advocated for staff members, helping to identify and resolve conflicts.
Paula Dean's
Management Assistant
07.2020 - 10.2023
Job overview
- Negotiated favorable supplier contracts resulting in cost savings without compromising quality or service levels.
- Leveraged strong organizational skills to maintain accurate records, streamline office procedures, and create a more efficient work environment for team members.
- Assisted in recruitment efforts by screening resumes, scheduling interviews, and coordinating onboarding activities for new hires.
- Conducted market research to identify growth opportunities, informing strategic decision-making processes.
- Improved interdepartmental collaboration with clear communication channels and regular updates on project status.
- Coordinated meetings and events, ensuring seamless communication between departments and stakeholders.
- Reviewed operational processes regularly to identify inefficiencies or bottlenecks that could be addressed for continuous improvement initiatives.
- Contributed to a positive work environment with excellent interpersonal skills and an ability to resolve conflicts effectively when necessary.
- Facilitated timely project completion by tracking progress, identifying potential obstacles, and providing support to team members.
- Enhanced team productivity with thorough training in company policies, procedures, and software applications.
- Fostered strong relationships with clients by providing exceptional customer service during interactions both in-person and via phone or email correspondence.
- Provided administrative support during key projects, ensuring timely completion and adherence to defined budgets or resource constraints.
- Prepared comprehensive reports for senior management, highlighting key performance indicators and areas for improvement.
- Prepared and distributed team-based communications to foster collaboration and enhance team morale.
- Oversaw training and onboarding process for all newly hired employees.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Prepared and charted data and metrics for detailed status reports.
- Offered technical support and troubleshot issues to enhance office productivity.
- Maintained inventory stock for Type of Item and Type of Item, placing orders when necessary.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Served as corporate liaison for finance, IT, and marketing departments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Trained and supervised employees on office policies and procedures.
Maximus Federal Services
Customer Service Representative
08.2015 - 10.2020
Job overview
Education
Southern New Hampshire UniversityHooksett, NH
Associate Of Business Administration from General Office Services
University Overview
Morehead State University Morehead, KY
from Psychology
University Overview
MCHSMount Sterling, KY
from General Studies
1999
University Overview
Skills
- Product Knowledge
- Data Entry
- Report Generation
- Account updating
- Consultative Sales
- Call Management
- Information Security
- Scheduling
- Appointment Scheduling
- Data Collection
- Complaint resolution
- Paperwork Processing
- Receiving support
- POS systems expert
- Building rapport
- Staff Training
- Strategic sales knowledge
- Prioritization
- Document Control
- Filing
- International sales support
- Administrative Support
- Call triaging
- Critical Thinking
- Customer Relations
- Reading Comprehension
- Software CRM system proficiency
- Recordkeeping strengths
- CRM Software
- Project management abilities
- Proofreading
- System implementation
- Clerical Support
- Customer Service
- Documentation
- Credit adjustments
- Quality Control
- Microsoft PowerPoint
- Microsoft Office Suite
- Customer Education
- Medical terminology knowledge
- Quality Assurance Controls
- Research
- Product and service solutions
- Problem Resolution
- Call Center Operations
- Microsoft Outlook
- Training development aptitude
- Problem-solving abilities
- Technical Support
- Client Relations
- Report creation
- Account Management
- Product Sales
- Product Education
- Escalation management
- Brand representation
- Live chat support
- Route Management
- Team Development
- Minute Taking
- Spreadsheets
- Staff education and training
- Conflict Resolution
- Dispute Resolution
- Computer Proficiency
- Coordination
- Sales expertise
- Money handling abilities
- De-Escalation Techniques
- Retail store support
- Complaint Handling
- Call center experience
- Payment Processing
- Microsoft Excel
- Report Preparation
- Process Optimization
- Record preparation
- Report Transcription
- Lead Generation
- Service Upselling
- Product Promotion
- Active Listening
- Travel Planning
- Customer RMA management
- Store maintenance
- Shipping procedures understanding
- Conflict Mediation
- Promotional support
- Order Processing
- Service standard compliance
- Office equipment proficiency
- Warranty Service
- Order Fulfillment
- Sales closing
- Follow-up skills
- Multi-line phone talent
- Warehousing functions
- Delivery Scheduling
- Professional telephone demeanor
- Stock management
- Customer Relationship Management (CRM)
Accomplishments
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved Result by introducing Software for Type tasks.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
Affiliations
Affiliations
- Association of Health Care Administrative Assistants (AHCAA)
- Association of Information Technology Professionals
Certification
- MCAS - Microsoft Certified Application Specialist
- Area of certification Training - Timeframe
Additional Information
Additional Information
Highly motivated employee focused on customer service skills and teamwork. Currently sitting remotely due to changing of states often between KY and FL.
Timeline
Customer Service Representative
Molina Healthcare
12.2022 - Current
Management Assistant
Paula Dean's
07.2020 - 10.2023
Volunteer Relations Coordinator
Veterans Administration
03.2020 - Current
Customer Service Representative
Maximus Federal Services
08.2015 - 10.2020
Southern New Hampshire University
Associate Of Business Administration from General Office Services
Morehead State University
from Psychology
MCHS
from General Studies