Michelle Blocker
Tulsa,OK
Summary
Proven leader in enhancing call center operations, I spearheaded initiatives at AT&T Mobility that significantly improved customer satisfaction and sales conversion rates. Expert in team coaching and escalation handling, my strategies fostered a culture of excellence and teamwork, achieving notable performance improvements. Skilled in quality assurance and effective communication, I drive results and foster positive customer relationships. Encouraging and empathetic problem-solver with talents for team building, leading and motivating, as well as relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact individual, company and customer success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance and customer confidence.
Overview
32
32
years of professional experience
Work History
Sales and Service Call Center Manager
AT&T Mobility
Tulsa, OK
10.2011 - 10.2023
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Account Manager
Expanets North America
Tulsa, OK
05.1998 - 10.2011
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Improved overall team productivity by implementing best practices in organization and time management.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to team objectives in fast-paced environment.
Law Office Manager
Ralph E. Garner Esq.
San Diego, CA
02.1992 - 07.1998
- Assisted with legal research on case law and conducted evidence examination and documentation.
- Communicated with clients and set up remote video and telephone conferences.
- Assisted in trial preparation tasks such as evidence organization and witness coordination, helping attorneys maintain focus on case strategy development.
- Enhanced client satisfaction with timely and accurate case updates, maintaining a professional demeanor in all communications.
- Enforced client confidentiality related to court cases and defended clients against opposition.
- Evaluated and optimized office technology, upgrading hardware and software for increased efficiency in daily tasks.
- Coordinated attorney schedules for optimal time management, ensuring punctual attendance to court dates and client meetings.
- Maintained a high level of customer service by addressing concerns promptly, demonstrating empathy for clients'' situations while upholding professionalism at all times.
Education
Associate Of Applied Science - Sonography
ATA College
Tulsa, OKAssociate Of Applied Arts - General Studies
Tulsa Community College
Tulsa, OKSkills
- Team coaching
- Escalation Handling
- Employee Motivation
- Staff Training
- Complaint resolution
- Call Monitoring
- Performance Improvements
- KPI Tracking
- Productivity Standards
- Process updates
- Escalation management
- Innovation Skills
- Coaching and Mentoring
- Staff Motivation
- Report Writing
- Technical Support
- Documentation expertise
- Team Development
- Positive Attitude
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Team Collaboration
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Professional and Courteous
- Interpersonal Skills
- Analytical Thinking
- Good Judgment
Languages
German
Native or Bilingual
Bengali
Limited Working
Japanese
Elementary
Timeline
Sales and Service Call Center Manager
AT&T Mobility
10.2011 - 10.2023
Account Manager
Expanets North America
05.1998 - 10.2011
Law Office Manager
Ralph E. Garner Esq.
02.1992 - 07.1998
Associate Of Applied Science - Sonography
ATA College
Associate Of Applied Arts - General Studies
Tulsa Community College