Michelle Garrett
Glen Allen,VA
Summary
Authorized to work in the US for any employer
Results-driven Call Center professional with exceptional communication and organizational skills. Proven ability to overcome customer objections and maintain high levels of customer satisfaction. A self-motivated team player dedicated to contributing to company success.
Overview
13
13
years of professional experience
Work History
Customer Care Agent
Williams-Sonoma
San Francisco, CA
07.2022 - Current
- Addressed client issues effectively
- Ensured up-to-date understanding of all products and services
- Coordinated with multiple departments for prompt issue resolution
- Ensured detailed logging of each customer engagement in the CRM database.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
Customer Service Representative
Teleperformance
Richmond, VA
07.2018 - 06.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Bartender/Shift Leader
The Spring House Tavern
Woodstock, VA
01.2012 - 07.2017
- Resolved customer complaints in a professional manner.
- Adhered to state regulations regarding serving alcohol responsibly.
- Attended regular training sessions to stay updated on new products or trends.
- Followed safety protocols while handling sharp tools or dangerous chemicals.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
Skills
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Call Documentation
- Payment Processing
- Warranty claims
- Complaint Handling
- Appointment Scheduling
- Escalation management
- Returns and exchanges
- Documentation And Reporting
- Product Education
- Problem Resolution
- Customer Relations
Timeline
Customer Care Agent
Williams-Sonoma
07.2022 - Current
Customer Service Representative
Teleperformance
07.2018 - 06.2022
Bartender/Shift Leader
The Spring House Tavern
01.2012 - 07.2017
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