Michelle Garcia
Hillside
Summary
Experienced Customer Operations professional with over 5 years of adjunct instructional experience supporting Customer Care and Customer Operations training initiatives. Skilled in facilitating new hire training, coaching employees, supporting operational improvement initiatives, and delivering systems and customer service training. Proven ability to work with low-performing representatives to improve performance, reinforce operational standards, and enhance the customer experience. Strong background in billing operations, AMI implementation support, systems navigation, and employee development.
Overview
20
20
years of professional experience
Work History
Call Center Customer Inquiry Phone Rep.
PSE&G
Newark, NJ
04.2008 - Current
- Facilitated training sessions for Customer Operations new-hire Inquiry Representatives focused on inbound inquiry calls, systems navigation, billing procedures, and customer service best practices
- Delivered operational training related to billing inquiries, high bill customer concerns, account maintenance, and customer service procedures
- Provided one-on-one coaching and developmental support for low-performing Customer Care representatives to improve operational performance and customer experience
- Assisted with the creation, maintenance, and enhancement of job aids, instructional manuals, and training support materials
- Collaborated with multiple departments to support cross-training initiatives and operational knowledge sharing
- Selected to support the AMI implementation initiative by training Customer Care representatives on AMI portal navigation and operational processes across multiple call center locations
- Active member of the Customer Operations Technical Training Committee supporting employee development initiatives and training improvements
- Reinforced operational procedures, customer service standards, and company compliance expectations during training sessions
- Respond to customer inquiries and resolve billing, service, and account-related concerns
- Coordinate emergency and priority service requests with operational personnel
- Process move in/move out service orders for electric and gas customers
- Maintain compliance with company procedures, tariffs, and customer service standards
- Support customers through issue resolution while ensuring a positive customer experience
Store Manager
Underground Stations
Jersey City, NJ
08.2006 - 04.2008
- Led and coached frontline employees to support operational performance and customer service expectations
- Conducted interviews and assisted with onboarding and employee development
- Managed scheduling, team performance, and daily operational execution
- Created a positive, team-oriented work environment focused on collaboration and accountability
Education
Organizational Behavior and Human Resources
Corporate College Services
05-2029
Criminal Justice
Hudson County Community College
05-2005
Skills
- 5 years of Customer Operations training experience as an Adjunct Instructor
- Experienced in facilitating classroom, operational systems, and customer service training
- Skilled in coaching and developing low-performing Customer Care representatives
- Strong knowledge of Customer Care billing, high bill inquiries, AMI systems, and customer service operations
- Experience delivering new hire onboarding and cross-functional operational training
- Active member of the Customer Operations Technical Training Committee
- Strong facilitation, presentation, communication, and employee development skills
- Proficient in Microsoft Office, SAP, CRM systems, and SalesForce
Timeline
Call Center Customer Inquiry Phone Rep.
PSE&G
04.2008 - Current
Store Manager
Underground Stations
08.2006 - 04.2008
Criminal Justice
Hudson County Community College
Organizational Behavior and Human Resources
Corporate College Services