MICHELLE EDDY
Lost Creek,WV
Summary
Experienced remote professional with over 14 years of expertise in managing inbound calls, utilizing effective call flow, empathy, and active listening to achieve one-call resolutions.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Liveops
Remote, WV
09.2011 - Current
- Answering calls in a quick timely manner
- Maintaining call flow and disposition properly
- Follow strict established scripts by staying FTC compliant.
- Working with multiple clients with various call types and phone systems
- Product knowledge through virtual training and modules
- Keeping equipment up to date in a quiet office at home
Customer Service Representative
American Water
Remote , WV
06.2022 - 12.2023
- Working closely with supervisors in a work at home environment
- Answered back to back calls in a timely manner
- Monthly training and working with team members
- Collaborated across departments to resolve customer-related issues.
- Help set up budgets, payment plans and process payments
- CRM
- Meeting KPI expectations
- Using empathy, de-esculation and one call resolution techniques
Inbound Sales Representative
West at Home
Remote, WV
09.2009 - 05.2010
- Followed scripted guide lines
- FTC compliant
- Proper Call Flow and Dispositions
- Upselling and down-selling techniques
- Answer calls in a timely manner for as seen on TV products
Education
High School Diploma -
Richwood High School
Richwood06.1987
Secretarial -
Fairmont State University
FairmontSkills
- Appointment Scheduling
- Product Sales
- Payment Processing
- Package Tracking
- Complaint resolution
- Budget Plans
- Emergency
- Ministry
- Donation Calls
- Returns
- Insurance Claims
- Loan Application
- Membership Clubs
- Billing
- Account Maintenance
- Disaster Relief
- Disconnects, Move-Ins, and Move-Outs
Timeline
Customer Service Representative
American Water
06.2022 - 12.2023
Customer Service Representative
Liveops
09.2011 - Current
Inbound Sales Representative
West at Home
09.2009 - 05.2010
High School Diploma -
Richwood High School
Secretarial -
Fairmont State University
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