Michelle Ebel
LAKE VIEW,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Special Service Representative
Highmark Blue Cross Blue Shield
Buffalo, NEW YORK
07.2001 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues and determined root cause of problems to resolve.
- Promptly responded to inquiries and requests from customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated inter-departmental communication to effectively provide customer support.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Education
No Degree - General Studies
Erie Community College
Buffalo, NYNo Degree - Nursing
Millard Fillmore School of Nursing
Buffalo, NYSkills
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Multitasking and Prioritization
- Verbal and Written Communication
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Patient and Empathetic
- Excellent Attention to Detail
- Time Management
- Inbound and Outbound Calling
Timeline
Special Service Representative
Highmark Blue Cross Blue Shield
07.2001 - Current
No Degree - Nursing
Millard Fillmore School of Nursing
No Degree - General Studies
Erie Community College