Michelle Blair-Smith
Panama City Beach,FL
Summary
Dedicated customer support professional with 4–5 years of experience delivering fast, accurate, and empathetic service to diverse customers remotely. Seeking a challenging role in a competitive environment to contribute to organizational success while building a rewarding career.
Overview
10
10
years of professional experience
Work History
Receptionist/ CSR
MAP Communication Answering Service
05.2024 - 06.2025
- Professionally handled incoming calls
- Record and deliver all messages in an accurate and timely manner
- Provided a sense of calm and exhibit empathy for customers, so they feel comfortable.
- Took calls for different industries on a daily basis, Hospitals, Schools, funeral homes, technicians etc.
- Contributed to the company’s culture by being upbeat and hard-working
- Maintained a high level of professionalism and service quality.
- Met monthly performance which included, AHT and Attendance
- Maintained a QA of 85% or higher.
Customer Support Representative
Lawnstarter LLC
12.2021 - 11.2023
- Provided support via inbound calls, callbacks, chat, and email using Zendesk.
- Handled over 300 weekly contacts, assisting customers and Lawn Care Professionals with app navigation, payment details, scheduling, and issue resolution.
- Maintained QA scores above 85% and CSAT scores above 90%.
- Educated Lawn Care Professionals on app usage, billing, and customer management.
- Rescheduled services and adjusted customer routes daily.
Health Insurance Customer Service Representative
Results CX
05.2019 - 10.2021
- Guided members through Medicare and Medicaid systems, addressing claims, billing, and coverage inquiries.
- Obtained authorizations, verified insurance information, and resolved billing inaccuracies.
- Educated customers on enrollment, benefits, and HIPAA compliance.
- Maintained detailed records of interactions and transactions.
Customer Service and Sales Supervisor
Ibex Global
12.2015 - 02.2017
- Assisted customers with billing, programming adjustments, and service upgrades.
- Educated customers on AT&T and DIRECTV products, bundling options, and combined billing benefits.
- Supervised team performance, coached agents, and documented violations.
- Generated reports and provided feedback to management on team efficiency.
Education
Bachelor’s in Education - Social Studies Teacher Education
The Mico University College
07.2012
Skills
- Zendesk CRM
- Amazon Connect
- Slack
- TSM
- Salesforce
- Microsoft Excel
- Teams
- Microsoft Word
- Five9
- NetSuite
- Service Titan
- Outstanding oral and written communication
- Adaptability and teamwork
- Strong problem-solving and time management
- Quick learner
- Active Listening
- Customer Focused
- Data entry
- Scheduling
- Phone etiquette
- Reception desk management
Timeline
Receptionist/ CSR
MAP Communication Answering Service
05.2024 - 06.2025
Customer Support Representative
Lawnstarter LLC
12.2021 - 11.2023
Health Insurance Customer Service Representative
Results CX
05.2019 - 10.2021
Customer Service and Sales Supervisor
Ibex Global
12.2015 - 02.2017
Bachelor’s in Education - Social Studies Teacher Education
The Mico University College