Michelle Edmundsen
New York,USA
Summary
Customer service professional dedicated to enhancing customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls while maintaining strong customer relationships. Proficient in CRM systems with exceptional active listening and multitasking skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Transworld Systems Inc
Clifton, USA
01.2023 - 11.2024
- Achieved high customer satisfaction through effective inquiry assistance and communication.
- Utilized CRM tools to track interactions, enhancing service efficiency.
- Generated appointments tailored to client needs and availability.
- Analyzed feedback to implement improvements, elevating customer experience.
- Resolved inquiries promptly, sustaining high satisfaction rates.
- Implemented process enhancements, reducing average call time and increasing productivity.
VERBATIM HEARING RECORDER
Stratcomm Inc.
Newark, USA
02.2023 - 12.2023
- Transcribed legal hearings with precision, ensuring accurate documentation of proceedings.
- Managed audio equipment setup and troubleshooting to enhance recording quality.
- Collaborated with legal teams to clarify procedural details and improve workflow efficiency.
- Utilized specialized transcription software to reduce turnaround time for legal documents.
CUSTOMER SERVICE REPRESENATIVE
Auto Service Department
West Palm Beach, USA
07.2022 - 01.2023
- Streamlined customer service processes, reducing wait times and enhancing satisfaction rates.
- Implemented a feedback system to generate actionable insights for improvements.
- Proposed innovative solutions to recurring customer issues, significantly lowering complaint volume.
- Developed strategies to effectively manage peak hours and optimize service delivery.
- Maintained accurate customer records, ensuring reliable information for follow-ups.
- Conducted detailed analysis of service patterns to inform optimization efforts.
- Provided empathetic support to customers, transforming challenging situations into positive outcomes.
- Mentored new team members, expediting their onboarding process.
SALES & SUPPORT GENERALIST
Victoria Secret & PINK
New York, USA
03.2020 - 06.2022
- Drove sales growth through personalized service and effective upselling techniques.
- Resolved client issues swiftly to sustain high customer retention and loyalty.
- Collaborated with team to optimize store layout, enhancing product visibility.
- Surpassed sales targets by leveraging in-depth product knowledge for Victoria's Secret & PINK brands.
General Manger
Buffalo Boss
New York, NY
06.2018 - 01.2020
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Ensured compliance with local health department regulations regarding food safety standards.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
Education
ASSOCIATE DEGREE - Human Services Major, Sociology Minor
Monroe University
Bronx, NY06-2026
HIGH SCHOOL - College Prep
Essex Street Academy
New York, NY06.2010
Skills
- Conflict resolution
- Data analysis
- Time management
- Team collaboration
- Process improvement
- Attention to detail
- Customer engagement
- CRM management
- Documentation skills
- Transcription accuracy
- Adaptability and flexibility
- Customer advocacy
- Problem solving
- Quality assurance
- Customer retention
- Customer service excellence
- Professional demeanor
- Multitasking and organization
- Punctuality and reliability
- Call center operations
- Data entry proficiency
- Typing skills
- Microsoft Office expertise
- Telephone etiquette
- Live chat support services
- Appointment scheduling and payment processing
Certification
- Licensed New Jersey Notary
References
References available upon request.
Timeline
VERBATIM HEARING RECORDER
Stratcomm Inc.
02.2023 - 12.2023
CUSTOMER SERVICE REPRESENTATIVE
Transworld Systems Inc
01.2023 - 11.2024
CUSTOMER SERVICE REPRESENATIVE
Auto Service Department
07.2022 - 01.2023
SALES & SUPPORT GENERALIST
Victoria Secret & PINK
03.2020 - 06.2022
General Manger
Buffalo Boss
06.2018 - 01.2020
ASSOCIATE DEGREE - Human Services Major, Sociology Minor
Monroe University
HIGH SCHOOL - College Prep
Essex Street Academy
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