Michelle Brodkin
Panama City,FL
Summary
Dynamic professional with a proven track record at Apple, adept in complaint resolution and fostering team collaboration. Excelled in enhancing customer satisfaction and streamlining service processes, contributing to significant revenue growth. Skilled in CRM software and demonstrating exceptional problem-solving abilities, consistently met or exceeded performance metrics.
Overview
6
6
years of professional experience
Work History
Remote Customer Services
Apple
Blythe, CA
08.2024 - 12.2024
- Handled returns or exchanges quickly and courteously, minimizing any potential negative impact on customer satisfaction levels.
- Consistently met performance metrics while adhering to quality standards set by the company.
- Managed high call volumes effectively, maintaining professionalism and providing timely assistance.
- Developed rapport with customers through active listening and empathetic communication, fostering long-term relationships.
- Maintained up-to-date knowledge of industry trends and competitor offerings in order to provide informed recommendations tailored to individual customer needs.
- Assisted customers in finding the best solutions to their needs, resulting in increased loyalty and repeat business.
- Conducted thorough research into complex inquiries before providing comprehensive responses to customers'' questions or concerns.
- Contributed suggestions for process improvements during team meetings, resulting in more efficient workflows within the department.
- Addressed escalated customer issues calmly and professionally, leading to satisfactory resolutions for all parties involved.
- Collaborated with team members to consistently meet or exceed monthly sales targets.
- Supported colleagues during busy periods or absences by taking on additional tasks when necessary.
- Boosted sales performance with exceptional product knowledge and persuasive communication skills.
- Proactively sought opportunities for personal and professional growth, including attending workshops and conferences relevant to the customer service industry.
- Provided support during peak hours, reducing wait times and enhancing overall customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving various inquiries and concerns.
- Streamlined service processes for better response times and improved overall customer experiences.
- Identified opportunities for upselling or cross-selling products, contributing to revenue growth.
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Analyzed customer feedback to identify areas for improvement.
- Collaborated with other departments to guarantee customer satisfaction.
- Conducted client and market surveys to identify areas of improvement.
- Gathered and verified data from customers to promote marketing initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
Manager
Dollar Tree Distribution Center
Blythe, CA
05.2019 - 08.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
Education
Highschool Diploma -
Palo Verde Highscool
Blythe, CA05.2014
Skills
- Complaint handling
- Assertiveness
- Live chat support
- CRM software
- Email management
- Cash handling
- Customer consultation
- Call center experience
- Data entry
- Documentation and reporting
- Complaint resolution
- Technical support
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
Timeline
Remote Customer Services
Apple
08.2024 - 12.2024
Manager
Dollar Tree Distribution Center
05.2019 - 08.2024
Highschool Diploma -
Palo Verde Highscool