Michelle Cannon
Macon,GA
Summary
Experienced professional in customer service and call center management with a strong attention to detail. Over 15 years of expertise in hiring, performance management, coaching, training, metrics management, payroll, and employee relationships. Skilled in fostering positive work environments and resolving conflicts in both employee and customer relations. Proven track record of working collaboratively across departments to support organizational goals and drive employee engagement. Currently seeking opportunities to showcase knowledge, skills, and successes with a progressive company.
Overview
27
27
years of professional experience
Work History
Customer Care Supervisor-Call Center
Macon Water Authority
Macon, GA
07.2021 - Current
- Coached representatives to maintain an engaging and friendly tone, resulting in an increase in customer satisfaction
- Trained teams to be professional, actively listen, and be solution oriented
- Analyzed team metrics daily, identifying and implementing improvements including customer interaction and quality
- Acted as a liaison between Macon Water Authority (MWA) and the Better Business Bureau (BBB), overseeing the review of customer complaints and drafting responses to ensure resolution and maintain positive public relations
- Handled and de-escalated calls from upset customers
- Optimized call center efficiency by utilizing Cisco Finesse to manage associates' call handling time, talk time, and work time
- Tracked attendance for employees including FML hours, Bereavement, Sick leave and more
- Reviewed and approved time entries for payroll processing on a weekly basis
- Prepared and administered performance improvement plans, disciplinary actions, 90 &150 reviews and performance appraisals
- Prepared and presented training documents and classes for the Customer Care Department
- Reviewed applications, Interviewed and recommended associates for hire.
Customer Care Technician
Macon Water Authority
Macon, GA
11.2020 - 07.2021
- Handled an average of 50 direct calls/emails daily, addressing customer inquiries and concerns regarding billing, payments, collections, service interruptions, reconnects, and emergency situations
- Provided impeccable customer service by actively listening and responding and following up with customers
- Handled difficult customers with skills such as listening and responding, putting the customer at ease and going above and beyond for the customer.
Plant Administrator
Collins Manufacturing Company
Macon, GA
03.2020 - 11.2020
- Managed a diverse range of operational duties, improving business efficiency and day-to-day operations
- Tracked, managed, and approved time entries and payroll for the company
- Tracked attendance for employees including FML hours, Bereavement, sick leave, and vacation time
- Posted available job listings on Indeed and LinkedIn and managed intake of applications
- Handled employee onboarding for new hires
- Researched companies and implemented a background check for hiring purposes
- Oversaw the purchasing, receiving, and inventory management of tools, hardware, metal, and various materials for government contracts
- Coordinated the ordering, receipt, and production of materials, meeting all contract deadlines and contributing to a 25% increase in project completion rates.
Customer Care Professional
American Express
remote, Macon
09.2013 - 03.2020
- Handled direct calls from cardholders to address billing, payments, collections, credit card inquiries, etc., managing an average of 80-90 calls daily
- Provided impeccable customer service by addressing questions and concerns promptly and efficiently, achieving a 95% first-call resolution rate
- Consistently exceeded performance goals, resulting in the receipt of monthly bonuses for outstanding performance
- Facilitated and organized team meetings, leading to a 10% improvement in team performance and collaboration
- Demonstrated proven success in the customer service role, consistently exceeding goals, resulting in monthly bonuses for 24 months.
Call Center Supervisor/Trainer
GEICO
Macon, GA
01.1998 - 09.2013
- Trained and supervised a team of 15 customer service agents and insurance sales agents, ensuring a high level of customer service through personalized interactions
- Coached 20+ agents to adopt an engaging and friendly tone, maintain professionalism, actively listen, and provide solution-oriented responses
- Analyzed team metrics daily, identifying opportunities for improvement in key performance indicators, leading to a 15% improvement in overall efficiency
- Conducted daily meetings with a team of 25 employees to communicate time-sensitive information on procedures, changes, quality standards, dependability, and results
- Collaborated directly with 50+ new hires, overseeing employee hiring processes, explaining benefits and job details, and coordinating essential deadlines for testing and training classes
- Assisted in writing training handbooks and materials for the Sales Department
- Tracked productivity measures before and after the development for improvements/changes
- Tracked, managed, and approved time entries and payroll for the company
- Tracked attendance for employees including FML hours, Bereavement, sick leave, and vacation time.
Education
Business Administration & Management -
Wesleyan College
Macon, GASkills
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- SharePoint
- Canva
- ADP
- Cisco Finesse
- Microsoft Teams
- Zoom
- Customer Service
- KPI management
- Coaching
- Training
- Mentoring
- FMLA and ADA
- Payroll and Timekeeping
- Accountability
- Hiring
- Onboarding
- Call Center
- Management
- Call center metrics
- Team building
- Insurance
- Sales
- Technical support
- Results driven
Awards
- Midwest Sales Employee of the Year – Fortune 200 company
- Chairman’s Club for Top Sales Supervisor (Five years continuous)
- Top 20% Customer Service Survey results company-wide
Community Service
- Cystic Fibrosis, chairperson, Spearheaded the development and execution of strategic initiatives for the company's Cystic Fibrosis program, aligning with corporate goals and values., Oversaw comprehensive planning, resulting in a 25% increase in funds raised for Cystic Fibrosis research during the tenure., Assembled and led a dedicated cross-functional team of volunteers, fostering a collaborative environment focused on achieving shared Cystic Fibrosis campaign objectives., Cultivated a sense of purpose and enthusiasm, leading to increased 20% increased employee enrollment, Successfully orchestrated and managed high impact fundraising events, including charity walks, silent auctions, and awareness campaigns.
- Sunday School, teacher, Created engaging and age-appropriate curriculum materials for Sunday School and Vacation Bible School, tailoring lessons to diverse learning styles and needs., Managed the successful implementation of curriculum, resulting in increased student participation and positive feedback from parents., Organized and coordinated special events, performances, and outings as part of the Sunday School and Vacation Bible School programs.
Timeline
Customer Care Supervisor-Call Center
Macon Water Authority
07.2021 - Current
Customer Care Technician
Macon Water Authority
11.2020 - 07.2021
Plant Administrator
Collins Manufacturing Company
03.2020 - 11.2020
Customer Care Professional
American Express
09.2013 - 03.2020
Call Center Supervisor/Trainer
GEICO
01.1998 - 09.2013
Business Administration & Management -
Wesleyan College