Michelle Cowens
Las Vegas,NV
Summary
Personable and dedicated professional with extensive experience in Customer Support.
Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Specialist (HR Block)
Everise
10.2023 - 05.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Service Representative
Inktel
01.2022 - 10.2023
- Assisted customers via phone, email, and live chat, providing support for ordering, billing, returns, exchanges, and technical inquiries.
- Resolved customer issues promptly and effectively, ensuring high levels of customer satisfaction.
- Processed customer orders and payments accurately and efficiently, adhering to company policies and procedures.
- Managed customer accounts, updated customer information, and resolved account-related issues.
- Handled customer inquiries and complaints regarding product returns and exchanges, providing appropriate solutions and ensuring a positive customer experience.
Licensed Insurance Professional
Founderver/USAA
01.2023 - 07.2023
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Calculated quotes and educated potential clients on insurance options.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Upsold additional coverage options to existing clients, ensuring comprehensive protection for their needs.
Technical Support
Asurion
07.2018 - 11.2019
- Maintain exceptional customer service while providing technology solutions for customers' inquiries about hardware, software OS, apps, and compatibility
- Deliver exceptional technical service and solutions to customer inquiries
- Solve problems across hardware, software OS, apps and compatibility.
Technical Support
Telus International
04.2016 - 03.2018
- Ensure excellent customer satisfaction and excellent customer service skills
- Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone)
- Respond appropriately to customer escalations
- Triage Support Queue for routing to Tier 2, Partner, or Department
- Work with other agents to resolve or properly close help tickets
- Follow the directions of management and provide feedback
- Be capable of developing a good understanding of customer's needs and how to diagnose and fix their issues
- Demonstrate interpersonal skills and is able to provide empathy for customer's situation
- Having ability and willingness to tend to any other tasks as assigned.
Travel Agent
Aerotek Staffing
01.2014 - 12.2014
- Inbound/Outbound calls assisting callers with flight, hotel, and car rental purchases
- Clarifies travel preferences by determining travel dates and destination, mode of transportation, and finances
- Develops itinerary by assembling literature; offering personal experiences; commenting on local customs, points of interest, and special events; answering inquiries; offering suggestions
- Schedules itinerary by identifying, booking, and confirming route, carriers, lodging, and dining; verifying space and rates; issuing tickets
- Collects payment by entering and verifying scheduled services and charges; computing total; obtaining credit card
- Familiar with both Sabre and Amadeus GDS systems.
Customer Service Rep
Telus International/Netflix Inc
06.2013 - 12.2013
- Take inbound customer calls and provide superior customer service in a call center environment
- Use a variety of tools on a single call to resolve customer concerns and issues
- Demonstrate an ability to multitask and navigate between multiple screens and applications
- Display strong interpersonal skills and ability to deliver exceptional customer service even under stress
- Possess strong oral and written communication skills
- Demonstrate ability to consistently drive positive customer experiences in a non-scripted environment
- Display strong computer application skills including MS Windows, MS Word, MS Communicator, MS Outlook, and knowledge of such devices as Xbox 360, Playstation 3, and the Wii
- Demonstrate an ability to navigate challenging customers with poise
- Handle high volume and fast-paced environment that is constantly and rapidly changing
- Possess a basic understanding of personal computer architecture and home networks
- Adhere to assigned schedule and be flexible.
Education
Some College - Computer Science
Riverside Community College Moreno Valley
Moreno Valley, CA01.2003
Certificate -
Computer Education Institute Riverside
Riverside, CA01.2000
Diploma -
J.W. North High School Riverside
Riverside, CA01.1992
Skills
- Call Center Experience
- Tech/Customer Service Support
- Help Desk
- Attention to Detail
- Conflict Resolution
- Salesforce
- CRM Software
- Customer Relationship Management (CRM)
- Sales and Cross-Selling
- Microsoft Office Knowledge
- Regulatory Compliance
- Troubleshooting
- Empathy and Patience
- Self Motivated
- Organization and Time Management
- Type 55 WPM
Certification
Personal Lines Insurance License
A+ Certification
Driver's License
Timeline
Customer Support Specialist (HR Block)
Everise
10.2023 - 05.2024
Licensed Insurance Professional
Founderver/USAA
01.2023 - 07.2023
Customer Service Representative
Inktel
01.2022 - 10.2023
Technical Support
Asurion
07.2018 - 11.2019
Technical Support
Telus International
04.2016 - 03.2018
Travel Agent
Aerotek Staffing
01.2014 - 12.2014
Customer Service Rep
Telus International/Netflix Inc
06.2013 - 12.2013
Some College - Computer Science
Riverside Community College Moreno Valley
Certificate -
Computer Education Institute Riverside
Diploma -
J.W. North High School Riverside