Michelle Cummins
Dickinson
Summary
Dynamic customer service leader with extensive experience at Teleperformance USA, excelling in complaint resolution and team training. Proven track record of enhancing customer satisfaction and boosting team performance through effective communication and support. Skilled in call management and fostering a positive work environment, driving exceptional service outcomes.
Professional with strong background in customer service, adept at leading and supporting teams to achieve goals. Skilled in problem-solving, communication, and conflict resolution, with flexible approach to dynamic environments. Reliable and results-driven, fostering collaborative atmosphere to consistently meet and exceed expectations.
Overview
29
29
years of professional experience
Work History
Lead Customer Service Representative
Teleperformance USA
09.2019 - 05.2025
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Assistant Manager
Suburban Hotel
08.2010 - 09.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Assistant Manager
Petco
07.1996 - 08.2010
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Generated repeat business through exceptional customer service.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Oversaw daily operations to maintain store cleanliness and organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Associate of Science - Business Management
Bryant & Stratton College
NY02-2026
High School Diploma -
Shrewsbury High School
Shrewsbury, MA06-1999
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Call center experience
- Customer complaint resolution
- Customer support
- Account management
- Willingness to lead
- MS office applications
- Customer account management
- Customer service
- Positive and friendly
Timeline
Lead Customer Service Representative
Teleperformance USA
09.2019 - 05.2025
Assistant Manager
Suburban Hotel
08.2010 - 09.2019
Assistant Manager
Petco
07.1996 - 08.2010
Associate of Science - Business Management
Bryant & Stratton College
High School Diploma -
Shrewsbury High School
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