Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Michelle Clauson

Ocean Springs,MS

Summary

Dynamic customer service professional with a proven track record at AT&T Mobility, excelling in problem-solving and communication. Recognized for boosting customer satisfaction through effective relationship-building and technical support. Adaptable and detail-oriented, I thrive in fast-paced environments, consistently achieving performance goals while fostering teamwork and collaboration.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

31
31
years of professional experience

Work History

Mobility Loyalty and Sales

AT&T Mobility
09.2023 - Current
    • Self-motivated, with a strong sense of personal responsibility.
    • Worked effectively in fast-paced environments.
    • Skilled at working independently and collaboratively in a team environment.
    • Proven ability to learn quickly and adapt to new situations.
    • Excellent communication skills, both verbal and written.
    • Worked well in a team setting, providing support and guidance.
    • Demonstrated respect, friendliness and willingness to help wherever needed.
    • Assisted with day-to-day operations, working efficiently and productively with all team members.
    • Passionate about learning and committed to continual improvement.
    • Worked flexible hours across night, weekend, and holiday shifts.
    • Managed time efficiently in order to complete all tasks within deadlines.
    • Organized and detail-oriented with a strong work ethic.
    • Paid attention to detail while completing assignments.
    • Used critical thinking to break down problems, evaluate solutions and make decisions.
    • Learned and adapted quickly to new technology and software applications.
    • Adaptable and proficient in learning new concepts quickly and efficiently.
    • Proved successful working within tight deadlines and a fast-paced environment.
    • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
    • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
    • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
    • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
    • Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
    • Maintained high levels of customer retention with proactive relationship-building strategies.
    • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
    • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
    • Customized sales pitches to match customer needs, leading to higher conversion rates.
    • Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
    • Coordinated with sales team to identify cross-selling opportunities, enhancing overall revenue.
    • Participated in regular product training sessions to stay updated on latest features and benefits.
    • Developed comprehensive knowledge of products and services to provide accurate information to customers.
    • Utilized CRM software to manage customer interactions and follow up on sales opportunities.
    • Negotiated solutions in challenging situations to retain customer loyalty.
    • Resolved customer complaints, ensuring customer satisfaction and loyalty.
    • Informed customers of promotions to increase sales productivity and volume.
    • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
    • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
    • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
    • Selected correct products based on customer needs, product specifications and applicable regulations.
    • Set and achieved company defined sales goals.
    • Stayed current on company offerings and industry trends.
    • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
    • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
    • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
    • Monitored service after sale and implemented quick and effective problem resolutions.
    • Maintained current knowledge of evolving changes in marketplace.
    • Achieved or exceeded company-defined sales quotas.

Technical Support Representative

AT&T Mobility
09.2018 - 09.2023
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Retained valuable clients by consistently delivering exceptional service while addressing their technical needs.
  • Reduced call handling time by developing a comprehensive database of common troubleshooting steps.
  • Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.
  • Enhanced customer satisfaction by efficiently resolving complex technical issues.
  • Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
  • Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
  • Improved response times with efficient ticket management and prioritization.
  • Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
  • Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.

Customer Service Representative

AT&T Mobility
09.2010 - 10.2018
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Addressed customer account discrepancies and concerns.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved accounting, service and delivery concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Identified and resolved discrepancies and errors in customer accounts.

Property Manager

Coastal Income Properties
12.2008 - 09.2010
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Provided exceptional customer service to both current and prospective tenants, fostering a positive living environment within rental properties.
  • Facilitated open houses and property tours for prospective tenants, showcasing available units in their best light to attract interest quickly.
  • Coordinated move-in and move-out processes, providing a seamless transition experience for tenants.
  • Maintained accurate financial records, ensuring clear communication with property owners regarding income and expenses.
  • Reduced vacancy rates through effective marketing and advertising of rental properties.
  • Provided regular updates to property owners on the status of their investments, including rental income and expense reports, occupancy rates, and maintenance needs.
  • Streamlined rent collection process, improving on-time payments from tenants.
  • Conducted thorough background checks on prospective tenants, reducing instances of late payments and evictions.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Collected and maintained careful records of rental payments and payment dates.
  • Communicated effectively with owners, residents, and on-site associates.
  • Kept properties in compliance with local, state, and federal regulations.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.

Operations Manager

Jerry Leigh
04.2004 - 05.2008
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and maintained relationships with external vendors and suppliers.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Increased profit by streamlining operations.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.

Customer Service Manager

Jerry Leigh
04.2003 - 05.2004
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
  • Elevated customer satisfaction with detailed training programs for support staff.
  • Improved service delivery consistency by monitoring and adjusting workflows.
  • Coordinated with product development team to address frequent customer issues.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Collaborated with IT department to streamline customer data management.
  • Fostered culture of continuous improvement, leading to consistently high service standards.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Managed senior-level personnel working in marketing and sales capacities.

Manager of Sales and Production

Fortune Fashions
11.1999 - 04.2003
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Analyzed market trends and competitor offerings to identify opportunities for growth and expansion.
  • Coordinated production schedules to ensure timely delivery of high-quality products to customers.
  • Increased sales revenue by implementing innovative marketing strategies and building strong customer relationships.
  • Developed and maintained key client relationships, ensuring long-term business partnerships and repeat customers.
  • Collaborated with cross-functional teams to develop new products that met customer needs and captured market demand.
  • Mentored junior team members, fostering their professional development and providing guidance on best practices in sales and production management.
  • Led a team of sales representatives to exceed quarterly targets, resulting in increased market share.
  • Conducted regular market research initiatives aimed at better understanding current industry trends as well as potential emerging opportunities which could be leveraged by our organization moving forward – information gathered proved invaluable when formulating future strategic plans aimed at driving business growth.
  • Negotiated contracts with suppliers, securing favorable pricing terms while maintaining high standards of quality control.
  • Evaluated employee performance regularly through goal-setting exercises, one-on-one meetings, and constructive feedback sessions that fostered professional growth within the team.
  • Managed production processes for optimal efficiency, reducing costs and improving product quality.
  • Implemented targeted sales campaigns that generated significant revenue increases and expanded the company''s customer base, cementing its position as a market leader in its sector.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Attended industry events and conventions to expain sales opportunities.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Managed accounts to retain existing relationships and grow share of business.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Implemented systems and procedures to increase sales.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Organized promotional events and interacted with community to increase sales volume.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.

Customer Service Manager

Brasking
11.1994 - 10.1999
  • Researched and corrected customer concerns to promote company loyalty.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Tailored training content to meet specific needs of customer service representatives.
  • Streamlined support ticket system, reducing response times significantly.
  • Increased efficiency in handling customer inquiries by implementing advanced CRM system.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Launched quality assurance practices for each phase of development
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
  • Improved service delivery consistency by monitoring and adjusting workflows.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

GED -

Fairfax High School
Los Angeles, CA

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Calm under pressure
  • Active listening
  • Organization and time management
  • Problem resolution
  • Verbal communication

Accomplishments

  • Achieved increases in sales through innovative strategies and building customer relations. 20 year history in management, customer service, operations, technical support, sales and loyalty. Increased productivity through automating systems and implementing processes. Expertise in the areas of customer service, sales, production, accounting, and retention.

Interests

  • Cooking
  • I enjoy helping others and giving back to the community
  • Offering time and support to shelters for the homeless, women, and animals
  • Avid Reader

Timeline

Mobility Loyalty and Sales

AT&T Mobility
09.2023 - Current

Technical Support Representative

AT&T Mobility
09.2018 - 09.2023

Customer Service Representative

AT&T Mobility
09.2010 - 10.2018

Property Manager

Coastal Income Properties
12.2008 - 09.2010

Operations Manager

Jerry Leigh
04.2004 - 05.2008

Customer Service Manager

Jerry Leigh
04.2003 - 05.2004

Manager of Sales and Production

Fortune Fashions
11.1999 - 04.2003

Customer Service Manager

Brasking
11.1994 - 10.1999

GED -

Fairfax High School

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Michelle Clauson