Michelle French
Summary
An Experienced Customer Engagement, Results-driven Representative known for productivity and efficiently completing tasks. Skilled in client communication, problem resolution, and process optimization. Leverage active listening, empathy, and persuasive speaking to achieve objectives and exceed goals. Dependable professional with track record of success in field, attention to detail and proactive mindset.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Experience (CX) Representative
PATAGONIA
Reno, NV
08.2022 - 07.2024
- Phones and chat customer support; order taking, product information & knowledge, empathy driven, returns, exchanges, customer engagement, Customer De-escalation, Living the Patagonia Values every day, consistently met goals and top 10% of the CX department KPIs, able to multitask with various applications at simultaneously SaaS, Workday, Salesforce, D365; 1 of 30 (out of 62) employees that moved from contract to a permanent employee (March of 2023)
- Served on a committee that evaluated and approved requests for employees to undertake internships external to Patagonia whilst remaining in their employment at the company.
- Provided customer service by answering product and service related questions.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Participated in training sessions designed to improve overall job performance.
- Established positive relationships with customers through effective communication techniques.
- Collaborated with team members to identify areas of improvement in customer service processes.
- Consistently met daily performance goals set by management team members.
- Educated customers on product features and benefits to ensure they had an excellent shopping experience.
- Identified opportunities for cross-selling additional products or services.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Assisted customers with order placement, returns, exchanges, and refunds.
Pet + House Sitter
JUST FOUR PAWS
Tucson, AZ
10.2020 - 08.2023
- Independent Contractor for Pet sitting company, home watching, bonded, Medication administration, Overnight Petcare + love.
Vice President of Fundraising
CATALINA FOOTHILLS HIGH SCHOOL TOUCHDOWN CLUB
Tucson, AZ
12.2020 - 05.2023
- Reaching out to local businesses to gather financial support our high school football team, worked jointly with other members of the Board to produce + market the Falcon Flash program, sold electronic bulletin board advertising + print ads to local sponsors
- Raised an excess of 50k for the 2021 and 2022 Football season.
Sales + Visitor Engagement Associate
SABINO CANYON VISITOR CENTER, PUBLIC LAND INTERPRETIVE ASSOCIATION
Tucson, AZ
11.2020 - 08.2022
- Assist visitors with hiking + trail information in Sabino Canyon + Mt Lemmon Visitor Center,
- Bookstore Sales team member, cash/credit handling, closing of daily receipts
- Provided customer service support for inquiries, complaints, and returns.
- Trained new associates on store operations, policies, and procedures.
- Conducted inventory checks to ensure accuracy of shelf stock.
Independent Contract Positions
Self Employed Web
Tucson, AZ
08.2016 - 08.2022
- Real estate referrals, investing, Volunteer work, Insurance Marketing for Allstate Insurance, Event work - athletic events, concerts, home sitting + Bartending - University of Arizona Athletic events/Broadway in Tucson.
Assistant Office Administrator
ROEDIGER HOFF, PLC
Tucson, AZ
01.2015 - 09.2016
- Intake of tax information, final prep of tax returns, presented returns to clients, collected fees, prepared billings, e-filed returns, processed credit card payments.
Realtor
TIERRA ANTIGUA REALTY
Tucson, AZ
02.2014 - 08.2016
- Specializing in Residential Sales listing + buying side.
Run Course Director
TUCSON RACING
Tucson, AZ
04.2013 - 06.2014
- Director of the run portion of several Triathlons + Mt
- Lemmon marathon, responsible for setup of the run course of the triathlon + safety of all athletes during the race
- Organized + directed all Volunteers for the run course.
Sales Associate Part Time
NAMBE
Tucson, AZ
09.2013 - 02.2014
- Sales Position with commission, Sales quotas consistently surpassed, Responsible for closing + openings, bank deposits, inventory, displays, daily reports to HO
ALLSTATE VEHICLES, INC
Tucson
11.2012 - 04.2013
- Responsible for social media development, prospecting leads, setting the appointment, finding product, financing, closing the sale + asking for the referral
Client Services Representative
BETTER BUSINESS BUREAU OF SOUTHERN AZ
Tucson, AZ
06.2012 - 10.2012
- Cold Calling local businesses, 100+ calls per day
- Successfully marketed the benefits of BBB accreditation.
Account Coordinator
RUSSELL PUBLIC COMMUNICATIONS
Tucson, AZ
10.2008 - 06.2012
- Collaborated with colleagues on major campaigns + launches for clients ranging from healthcare groups to local + national hospitals to restaurants + attorneys, contributed to creative design, pitched stories to news stations, publications, websites + bloggers, prepared + distributed press releases, coordinated client social media efforts, planned client events +forums, Point person for the team that won the PRSA IMPACT Award for 'Best in Show' campaign for the 2012 Jim Click Nissan LEAF car Raffle.
Executor
ESTATE OF PATRICIA G. MARKULIN
Plainfield, NJ
07.2002 - 12.2004
- Filed all government documents + settled all aspects of a multi-million dollar estate + trust, created growth within the estate portfolio, sold + settled four real estate properties.
Assistant Director of Private Collections + Transportation
WESTERN CARRIERS, INC.
North Bergen, NJ
01.2001 - 12.2002
- A company in the wine + spirits industry offering specialized wine services
- Develop + implement marketing + sale strategies to private wine collectors + auction houses
- coordinate private wine collectors' storage + high profile restaurants in New York City,
- Transportation management.
- developed an online inventory system for clients + the company to use in house
- brought collections + highly sought after wines to auction
- Assisted clients in building private wine collections.
- marketed + sold wine storage to high profile restaurants in NYC.
Manager of Training
FOODLINE.COM
NY, NY
01.2000 - 09.2000
- Former e-reservation restaurant system
- (Similar to OpenTable) Managed training of restaurants in high-profile markets on e- reservation systems, trained sales staff on the online systems, prepared, wrote + updated training manuals for the online reservation systems.
Application Software Consultant + Trainer
ERISCO ndba Trizetto
NY, NY
02.1993 - 02.2000
- Served as project manager on health insurance software during system conversions + upgrades
- responsible for servicing large national accounts through sales, upgrades, problem solving and debugging,
- system customization + consultation
- trained the trainer
- prepared + presented many courses at national + regional customer conferences.
Education
Some College (No Degree) - Political Science
Loyola College
Baltimore, MDSkills
- Sales
- Customer Service/Support
- Customer satisfaction driven
- Microsoft Office
- SaaS
- Marketing
- Train the trainer
- Application support liaison with technical
- System Integration
- Networking
- Fundraising
- Salesforce
- Workday
- Talkdesk
- D365
- Inventory control
- Presentation skills
- PR/Advertising skills
- Project management
- Debugging/QA
- Customer Support
- Technical Troubleshooting
- Cross-selling abilities
- Account Servicing
- Client Relationship Building
- Sales expertise
- Client Services
- Records Management
Certification
- CEBS Certified Employee Benefits Specialist
- CPR Certification
- Johnny G Spin Instructor
- WSET Wine + Spirits Education Trust
- AZ Real Estate License
Timeline
Customer Experience (CX) Representative
PATAGONIA
08.2022 - 07.2024
Vice President of Fundraising
CATALINA FOOTHILLS HIGH SCHOOL TOUCHDOWN CLUB
12.2020 - 05.2023
Sales + Visitor Engagement Associate
SABINO CANYON VISITOR CENTER, PUBLIC LAND INTERPRETIVE ASSOCIATION
11.2020 - 08.2022
Pet + House Sitter
JUST FOUR PAWS
10.2020 - 08.2023
Independent Contract Positions
Self Employed Web
08.2016 - 08.2022
Assistant Office Administrator
ROEDIGER HOFF, PLC
01.2015 - 09.2016
Realtor
TIERRA ANTIGUA REALTY
02.2014 - 08.2016
Sales Associate Part Time
NAMBE
09.2013 - 02.2014
Run Course Director
TUCSON RACING
04.2013 - 06.2014
ALLSTATE VEHICLES, INC
11.2012 - 04.2013
Client Services Representative
BETTER BUSINESS BUREAU OF SOUTHERN AZ
06.2012 - 10.2012
Account Coordinator
RUSSELL PUBLIC COMMUNICATIONS
10.2008 - 06.2012
Executor
ESTATE OF PATRICIA G. MARKULIN
07.2002 - 12.2004
Assistant Director of Private Collections + Transportation
WESTERN CARRIERS, INC.
01.2001 - 12.2002
Manager of Training
FOODLINE.COM
01.2000 - 09.2000
Application Software Consultant + Trainer
ERISCO ndba Trizetto
02.1993 - 02.2000
Some College (No Degree) - Political Science
Loyola College