Michelle Flannery
Davenport,IA
Summary
I am a Dedicated professional Customer service specialist with a strong background in managing customer interactions and account resolutions. I am skilled in problem-solving and communication while achieving sales objectives and can manage detailed account information, handle inquiries while consistantly providing an enhanced overall great experience that clients love and champions repeat business.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sales Representative
Homeserveusa
Davenport, IA
09.2025 - Current
- Outbound calling current customers for Homeserveusa.
- Selling insurance for home utilities.
Customer Service Representative
MidAmerican Energy
Davenport, IA
09.2024 - 02.2025
- Assisted customers with billing issues and payment plans and power outages and gas leak calls
- Scheduled maintenance calls for connecting and disconnecting services
- Set up new costumer accounts
- Transfered services to new service addresses
- Worked with state funded services setting up liheap for qualifying individuals
- Set up payment plans and payment arrangements
- Handled detailed bank account and credit card information
- Ran credit checks and read federal and state mandated disclaimers and terms and conditions
- Followed each state mandated scripting as it is different from state to state
- Communicated emergencies to local and state police, fire, and rescue departments
- Worked with all other company dertments
- And used several different computer programs and used the genisis phone systems.
Customer Service Representative
Molina Healthcare
Davenport, IA
05.2023 - 07.2024
- I received phone calls for member services.
- Updated member PCPs and verified prior authorizations with CVS.
- Processed address changes for members.
- Utilized Salesforce 2.0 to manage member interactions.
Customer Service Representative/Call Center
AT&T
Davenport, IA
08.2021 - 02.2023
- Assisted customers with account inquiries and service issues.
- I answered inbound phone calls in the sales department primarily working with billing issues and sales.
- Educated customers on products, services, and promotions available.
- Resolved technical problems using troubleshooting protocols and tools.
- I also did the transfer of billing responsibilities and worked with contractual agreements and private customer data.
Sales Associate
Consumer solutions
Davenport, IA
11.2020 - 04.2021
- Answered phone calls, assisted customers with billing issues, and sold Hughesnet services while managing customer accounts.
- Assisted customers with product selection and inquiries.
- Managed inventory levels and organized product displays.
- Collaborated with team members to enhance customer service efforts.
Customer Service Representative
Focus Services
Clinton, IA
01.2017 - 10.2020
- I managed inbound calls for Century Link and DirecTV, focused on the retention department to lower customer bills by modifying plans to meet budgets and providing available discounts.
- I resolved basic account service issues, arranged tech appointments, and facilitated service transfers for customers relocating.
Customer Service Representative
APAC
Davenport, IA
09.2012 - 11.2016
- Set up dealer and private customer accounts for Sirius XM Satellite Radio, handling account activation and resolving billing issues.
- Managed sensitive customer data for Medco, addressing issues related to prescription medication and insurance.
- Assisted customers with inquiries regarding energy services and billing issues.
- Managed customer account changes and service requests efficiently.
- Resolved customer complaints by following established procedures and guidelines.
Buffet Attendant
Incredible Pizza Franchise Group LLC
Davenport, IA
07.2012 - 09.2012
- Created pizzas, organized the buffet area, crafted desserts, addressed customer needs, and maintained cleanliness in the dining area and game rooms.
Demo Specialist
CROSSMARK
Davenport, IA
01.2011 - 02.2012
- ON A DAILY BASIS I SET UP MY WORK STATION FOR THE DAY ACCORDING TO WHAT EVER PRODUCT I WAS DEMOING
- I PResented customers with a great shoping experience while giving them a chance to sample the product i was demoing
- I emptied trash and washed dishes and washed and sanitized my station
Education
Some college - Business Administration and accounting
scott community college
Pleasant Valley, IA05-2008
Associate -
Scott Community college
GED -
Southeastern Community College
Skills
- Data management and order processing
- Communication skills
- Microsoft Outlook and Office
- Customer relationship management
- Appointment scheduling
- Multi-line phone systems
- CRM software and databases
- Inbound and outbound calling
- Handling customer inquiries
- Phone communication and etiquette
- Objection handling and complaint resolution
- Record keeping and documentation review
- Cash handling and sales transactions
- Guest services and customer support
- Typing and data entry skills
- Achieving sales targets and upselling strategies
- Interpersonal communication and relationship building
- Remote work experience and multitasking abilities
- Technical proficiency in operating systems and software troubleshooting
Certification
- Salesforce Certification
- Food Handler Certification
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Sales Representative
Homeserveusa
09.2025 - Current
Customer Service Representative
MidAmerican Energy
09.2024 - 02.2025
Customer Service Representative
Molina Healthcare
05.2023 - 07.2024
Customer Service Representative/Call Center
AT&T
08.2021 - 02.2023
Sales Associate
Consumer solutions
11.2020 - 04.2021
Customer Service Representative
Focus Services
01.2017 - 10.2020
Customer Service Representative
APAC
09.2012 - 11.2016
Buffet Attendant
Incredible Pizza Franchise Group LLC
07.2012 - 09.2012
Demo Specialist
CROSSMARK
01.2011 - 02.2012
Some college - Business Administration and accounting
scott community college
Associate -
Scott Community college
GED -
Southeastern Community College