Michelle Cheruka
Fort Myers,FL
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
28
28
years of professional experience
Work History
Customer Service Manager
Action Automatic Door & Gate
Fort Myers, USA
05.2014 - Current
- Manage daily customer service operations and team performance.
- Implement process improvements to streamline customer service workflows.
- Develop training programs to enhance staff skills and service quality.
- Collaborate with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Conduct regular team meetings to discuss service strategies and updates.
- Monitor staff performance to ensure adherence to customer service standards.
- Evaluated employee job performance and motivated staff to improve productivity.
- Manage social media accounts & web chats.
Service Coordinator
Action Automatic Door & Gate
Fort Myers, USA
11.2013 - 05.2014
- Scheduled residential and commercial service calls, optimizing technician routes.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Assisted with billing and invoicing for services rendered.
- Reviewed technician paperwork and processed credit card payments efficiently.
- Provided receptionist and administrative support across multiple departments.
Customer Service Supervisor
MAP Communications, Inc
Chesapeake, USA
12.2008 - 06.2013
- Monitored department queues and ensured compliance with service standards.
- Resolved escalated customer issues efficiently and professionally.
- Monitored call metrics to improve service delivery and employee performance.
- Coordinated schedules to optimize team coverage during peak hours.
- Conducted regular performance reviews to provide constructive feedback.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
Billing & Collection Supervisor
MAP Communications, Inc
Chesapeake, USA
08.2002 - 12.2008
- Supervised collections team to ensure timely follow-up on outstanding accounts.
- Coordinated communication between departments to resolve client payment issues.
- Monitored collection processes to maintain compliance with industry regulations.
- Managed end-of-month financial closing processes across multiple systems.
- Resolved credit card disputes and implemented account suspension reviews.
- Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
- Managed a high volume of incoming calls from customers inquiring about their past due accounts.
Accounting Supervisor
MAP Communications, Inc
Chesapeake, USA
06.1998 - 08.2002
- Reviewed and posted daily cash receipts and verified deposits.
- Analyzed cash flow and communicated discrepancies with store managers.
- Reviewed monthly reconciliations to ensure compliance with company policies.
- Led and coached team members to ensure accountability and accuracy.
Education
IMPACT Leadership Training -
Computer Programming
Booker T Washington
Norfolk, VASkills
- Customer Service Leadership
- Team Training & Development
- Performance Monitoring
- Accounting & Collections
- Process Improvement
- Operations Management
- Cash Flow Analysis
- Vendor & Client Relations
- Staff training
- Microsoft Suite
Timeline
Customer Service Manager
Action Automatic Door & Gate
05.2014 - Current
Service Coordinator
Action Automatic Door & Gate
11.2013 - 05.2014
Customer Service Supervisor
MAP Communications, Inc
12.2008 - 06.2013
Billing & Collection Supervisor
MAP Communications, Inc
08.2002 - 12.2008
Accounting Supervisor
MAP Communications, Inc
06.1998 - 08.2002
IMPACT Leadership Training -
Computer Programming
Booker T Washington