MICHELLE GREENE
Baltimore,MD
Summary
Detail-focused Customer Service professional with proven adaptability to various cultural and business environments, underscored by exceptional clerical and computer skills. Excels in solving complex problems and analyzing data to enhance customer satisfaction and team dynamics. Committed to supporting organizational goals through effective communication and a strong commitment to teamwork.
Overview
17
17
years of professional experience
Work History
Customer Service Agent 1
Department Of Motor Vehicles
09.2023 - 11.2024
- Steered team collaboration with visionary leadership
- Facilitated clear understanding of DMV policies
- Swiftly resolved customer issues to ensure satisfaction.
- Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
- Letting patrons know about additional products or services that might benefit them
- Determining the quickest, most effective ways to answer a client’s or customer’s questions
- Escalating queries and concerns, when necessary
- Troubleshooting common issues with products or services
Professional Staff Developer
The Arc Of Central Chesapeake Region
07.2023 - 09.2023
- Monitored medication administration carefully following prescribed guidelines, ensuring proper dosages were given at appropriate times.
- Guided developmentally disabled adults through customized day programs.
- Promoted and advocated for health and wellness of people supported.
- Assisted clients with daily living skills, promoting self-sufficiency and increased quality of life.
- Participated in ongoing professional development and training opportunities, staying informed on industry best practices for supporting individuals with developmental disabilities.
- Supported clients in achieving personal goals through effective communication and active listening.
Mobility Driver
First Transit, Inc.
09.2021 - 01.2022
- Handled emergency situations calmly and efficiently, prioritizing passenger safety above all else.
- Ensured vehicle safety through regular maintenance checks and addressing issues promptly.
- Completed daily logs and reports to track mileage, fuel consumption, and any incidents or concerns.
- Supported passengers'' independence by helping them develop skills in using public transportation systems.
Intake Specialist/Front Desk Receptionist
Organization Of Hope
01.2017 - 03.2018
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
Customer service rep
Maryland Health Connection
09.2014 - 07.2015
- Orchestrated customer interaction via advanced multi-line phone system
- Revolutionized data entry procedures for amplified workflow efficiency
- Troubleshot and rectified enrollment issues, significantly enhancing customer happiness.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Day Care Provider
In-Home Day Care Center
08.2010 - 08.2014
- Orchestrated activities enhancing children's emotional, physical, intellectual, and social development
- Kept detailed records of children's daily activities, meals, and medications
- Taught children about personal hygiene and proper rest habits.
- Communicated effectively with parents about their child''s progress, behavior, and milestones achieved during daycare hours.
- Managed daily routines, including meal preparation and nap times, promoting a structured and consistent schedule for children.
- Maintained a safe and nurturing environment for children, ensuring their physical and emotional wellbeing.
Office Assistant
Verizon Corporation
03.2008 - 06.2010
- Managed customer interactions with enthusiasm, assessing needs and providing tailored solutions
- Streamlined call forwarding, enhancing departmental communication
- Resolved customer issues, ensuring high satisfaction levels.
- Interacted with customers by phone, email, or in-person to provide information.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
Education
High School Diploma -
Urban Youth Corps
Baltimore, MD06.2005
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Relations
- Empathetic and genuine
- Customer Relationship Management (CRM)
- Escalation management
- Data Entry
Timeline
Customer Service Agent 1
Department Of Motor Vehicles
09.2023 - 11.2024
Professional Staff Developer
The Arc Of Central Chesapeake Region
07.2023 - 09.2023
Mobility Driver
First Transit, Inc.
09.2021 - 01.2022
Intake Specialist/Front Desk Receptionist
Organization Of Hope
01.2017 - 03.2018
Customer service rep
Maryland Health Connection
09.2014 - 07.2015
Day Care Provider
In-Home Day Care Center
08.2010 - 08.2014
Office Assistant
Verizon Corporation
03.2008 - 06.2010
High School Diploma -
Urban Youth Corps
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