Michelle Evans
Summary
Experienced professional with 20+ years in leadership, customer service, and care coordination, completing a Bachelor’s in Psychology. Skilled in staff training, remote workforce management, workflow optimization, project coordination, and employee development. Proven ability to onboard teams, resolve conflicts, improve operational efficiency, and achieve measurable results. Recognized for reliability, adaptability, and leading high-performing teams in remote and in-person environments.
Overview
20
20
years of professional experience
Work History
Remote Customer Experience Specialist
Automotive Group
09.2023 - Current
- Manage 100+ inbound calls and 50+ service appointments daily, ensuring timely resolution and customer satisfaction.
- Conduct new hire training and mentoring via Zoom, including onboarding and workflow instruction.
- Serve as a help line resource for remote agents, providing guidance and troubleshooting support.
- Perform temporary leadership duties, including workflow oversight and team coaching.
- Track performance metrics, resolve escalated customer issues, and maintain high-quality service standards.
Care Coordinator / Personal Assistant
Creekmore/Gonzalez
Houston, USA
04.2011 - Current
- Supervise caregivers and train family members, ensuring consistent, high-quality care delivery.
- Coordinate care plans, scheduling, vendor relations, and transportation for patients.
- Maintain HIPAA-compliant records and oversee daily operational workflows.
Customer Service Supervisor
Finger Furniture
Houston, USA
11.2011 - 01.2014
- Supervised a high-volume team, coaching staff on customer service excellence, workflow efficiency, and conflict resolution.
- Consistently exceeded departmental goals for performance, client satisfaction, and retention.
- Recognized by management for leadership and training contributions.
Assistant Manager
Advance America
Houston, USA
01.2007 - 01.2012
- Directed branch operations, staff training, and compliance with financial and service policies.
- Resolved escalated client issues, met branch performance goals, and supervised workflow efficiency.
Customer Service / Collections Specialist
Advance America
Houston, USA
04.2005 - 01.2007
- Managed client accounts and loan portfolios while ensuring regulatory compliance.
- Conducted eligibility interviews, processed payments, and maintained accurate records.
Education
Bachelor’s - Psychology
University of Houston
VictoriaSkills
- Leadership & Staff Training
- Employee Onboarding & Mentoring
- Team Performance Management
- Remote Workforce Operations
- Zoom & LMS Training
- Process & Workflow Improvement
- Project Coordination
- Goal Achievement
- Performance Metrics & Reporting
- Conflict Resolution
- Customer & Client Success
- HIPAA & Regulatory Compliance
- Technical Troubleshooting
- Microsoft Office
- Google Suite
Accomplishments
- Led Zoom-based onboarding and training for new hires, improving team performance and retention.
- Frequently assigned temporary leadership responsibilities for remote team oversight.
- Promoted to Assistant Manager at Advance America; recognized for leadership and operational excellence.
- Consistently exceeded departmental goals, improved client satisfaction, and maintained perfect attendance.
Timeline
Remote Customer Experience Specialist
Automotive Group
09.2023 - Current
Customer Service Supervisor
Finger Furniture
11.2011 - 01.2014
Care Coordinator / Personal Assistant
Creekmore/Gonzalez
04.2011 - Current
Assistant Manager
Advance America
01.2007 - 01.2012
Customer Service / Collections Specialist
Advance America
04.2005 - 01.2007
Bachelor’s - Psychology
University of Houston
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