Michelle Gilliam
Remote Customer Service Representative Team Leader
Cookeville,TN
Summary
Dynamic and resourceful Remote Customer Service Representative and Team Leader/Supervisor with expertise developed over 6 years. Remote Trainer certified and Remote Leadership certified with specialized knowledge in the insurance industry. Offering demonstrated leadership skills and proficiency in optimizing key performance indicator metrics. Highly dependable, ethical, reliable and organized. Excellent communicator with strengths in delivering exceptional customer service.
Overview
23
23
years of professional experience
1
1
year of post-secondary education
Work History
Remote Customer Service Representative Team Leader
Ttec (TeleTech) - HealthCare Solutions
Englewood, CO
10.2017 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Mentor 22 remote employees on the organization`s policies, standards and procedures and how to use programs such as Microsoft Office, keeping operations consistent and efficient for maximum performance.
- Establish and monitor goals for call quality, handle time,, adherence, first call resolution and reliability.
- Improve customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implement project management techniques and review, record and organize information from a variety of departments to overcome obstacles and increase team productivity.
- Maintain and track accurate data in various computer systems to analyze and solve multi-faceted problems that effect business initiatives.
Assistant Manager of Operations
Edmonds Paving Company
Cookeville, TN
03.2015 - 10.2017
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Implemented marketing strategies that helped achieve $8,000 in revenue for the company.
- Executed proven sales techniques to achieve $32,000 in sales within 2 years.
Licensed Massage Therapist
Divine Designs Salon, Lisa’s Safari Salon
Cookeville, TN
05.2001 - 09.2016
- Maintained confidential client treatment records and designed long-term care programs for return customers.
- Grew sales with great work ethic, individualized care plans and positive attitude.
- Created marketing advertisements to increase awareness of services and boost sales.
Education
No Degree -
Tennessee Technological University
Cookeville, TN 05.2001 -
Certificate - Massage Therapy
Hi-Tech Institute
Nashville, TN 02.2000 - 05.2001
Skills
Teamwork and Collaboration
Accomplishments
- Achieved Remote Leadership Certification by completing Team Lead 101 and 201 with accuracy and efficiency.
- Achieved Remote Trainer Certification by completing BUILD for Trainers course with accuracy.
- Awarded Live Life Passionately Award for leading in first call resolution.
- Awarded Kudos Call Award for outstanding customer feedback.
- Awarded Perfect Attendance Award
Timeline
Remote Customer Service Representative Team Leader
Ttec (TeleTech) - HealthCare Solutions
10.2017 - Current
Assistant Manager of Operations
Edmonds Paving Company
03.2015 - 10.2017
Licensed Massage Therapist
Divine Designs Salon, Lisa’s Safari Salon
05.2001 - 09.2016
No Degree -
Tennessee Technological University
05.2001 -
Certificate - Massage Therapy
Hi-Tech Institute
02.2000 - 05.2001