Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Enger

San Jose,CA

Summary

Dynamic professional with over 20 years of experience in customer service and sales, dedicated to fostering strong customer relationships. Proven ability to leverage exceptional communication and interpersonal skills to effectively serve customers, clients, and the community. Committed to delivering outstanding service and driving satisfaction through a customer-centric approach. Eager to contribute expertise in a challenging role that values relationship building and client engagement.

Overview

17
17
years of professional experience

Work History

Account Manager

Capitol Wholesale Nursery
09.2023 - Current
  • Greeted customers and offered assistance with finding and selecting products, and completing purchases.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Maintained current knowledge of evolving changes in marketplace.
  • Negotiated prices, terms of sales and service agreements.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Contributed to marketing, sales and brand promotion.
  • Consulted with businesses to supply accurate product and service information.

Workforce Analyst

Select Health Insurance
07.2017 - 10.2019
  • Created and updated different documents, reports and spreadsheets with Microsoft Office software.
  • Analyzed and evaluated call volumes and performance for all agent skills.
  • Maintained and submitted accurate daily performance reports.
  • Made adjustments to agent skill profiles based on performance and training needs.
  • Completed schedule change requests accurately and in a timely manner.
  • Completed reviews and reports to support staffing forecasts and schedules.

Health Benefits Specialist

Select Health Insurance
07.2012 - 07.2017
  • Handled inbound calls and provided superior service to callers.
  • Maintained high monthly audit and follow up scores while modeling company values and standards.
  • Facilitated process improvements with coordination of benefits and walk-in pilot programs.
  • Assisted in indexing and processing member reimbursement requests.
  • Served as a resource to my team on the escalation line and supported team members with difficult claim analysis as a Level III Medicare specialist.
  • Involved in the new hire mentoring program.

Operations Manager

Studio 6 Extended Stay Hotel
12.2008 - 05.2011
  • Managed daily operations, including supervising multiple team members across Housekeeping, Maintenance and Guest Service departments.
  • Reviewed daily audit reports and reconciled accounts to keep information current and accurate.
  • Trained, mentored and supported high-performing team, providing regular feedback and coaching in deficient areas.
  • Organized, ordered and managed inventory.
  • Was in charge of housekeeping schedules, rate and occupancy reports and maintenance logs.

Education

High School Diploma -

Valley High School
Sandy, UT

Skills

  • Team skill enhancement
  • Collaborative team development
  • Responsive to shifting needs
  • Strong verbal communication
  • Efficient task management
  • Prioritization skills
  • Service-driven
  • Order processing
  • Coordinating documents

Timeline

Account Manager

Capitol Wholesale Nursery
09.2023 - Current

Workforce Analyst

Select Health Insurance
07.2017 - 10.2019

Health Benefits Specialist

Select Health Insurance
07.2012 - 07.2017

Operations Manager

Studio 6 Extended Stay Hotel
12.2008 - 05.2011

High School Diploma -

Valley High School

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