Michelle Hardeway
HOUSTON,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
JPMorgan Chase
03.2024 - Current
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Supervisor of Operations
Continuum Global
08.2022 - 03.2024
- Created and implemented changes in policy, staffing and procedures
- Conducted evaluations for select staff members and offered helpful feedback to improve performance
- Reviewed accounting reports and tracked expenditures
- Identified needs and guided continuous improvement in employee development through training
- Supervised daily operations by recommending improvements, noting areas for concern and rewarding exceptional results
- Reviewed metrics and presented data-driven recommendations to senior leadership
- Collaborated with senior management to develop KPIs, build operating dashboards and monitor performance
- Managed team of 28 employees with consistent record of accomplishment in achieving operational goals
- Taught employees to problem-solve independently and meet targets through successful training programs
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Admin Assistant II
State of Nevada Disability
07.2021 - 01.2022
- Processed correspondence, documents and reports to support clerical staff
- Completed paperwork and sent to designated department or staff member for processing
- Created dynamic spreadsheets using knowledge of Microsoft Excel formulas
- Photocopied, faxed and scanned office correspondence
- Prepared miscellaneous letters, memorandums and emails
- Organized computer files, sensitive documents and home office supplies
- Handled general office tasks, independently completing variety of basic and routine clerical and secretarial work
- Managed filing system, entered data and completed other clerical tasks.
Customer Service Representative
Pls Financial
12.2019 - 07.2020
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Answered inbound calls to greet and assist customers with various needs and questions
- Issued refunds, merchandise exchanges and price adjustments in compliance with company policies
- De-escalated customer complaints using specialized communication techniques
- Built strong knowledge of product line to assist customers in selecting products
- Addressed customer concerns and complaints and resolved issues promptly
Team Lead Event Specialist
Advantage Solutions
08.2018 - 01.2020
- Recruited and hired event staff and coordinated staff scheduling for ample event coverage
- Maintain thorough records of the labor, material and service expenses incurred for every event
- Created different presentation materials to convey product information
- Sold products being promoted and kept records of sales
- Adapted presentations based on demographics of different audiences, venues and crowd sizes
- Learned about competitor's products to prepare for common questions and redirect objections toward current promotion
- Visited trade shows, stores and community organizations to give demonstrations and connect with potential customers
- Stocked shelves with products to maximize availability for customers
- Cleaned up stations of remaining products or trash at end of demonstrations
- Engaged customers in conversation to increase sell-through results
- Shared samples with customers to encourage sales
Server/Lead Generator/Party Host
Howl at the Moon
11.2014 - 07.2018
- Used POS system to accurately input orders and process payments
- Took orders, made drinks and provided refills for guests
- Checked with customers to determine satisfaction and understand any issues
- Addressed and resolved customer concerns quickly, working with management to fix complex issues
- Addressed customer inquiries and concerns using extensive product knowledge
- Trained junior staff members in proven sales strategies and techniques
- Improved customer shopping experience based on collated feedback
Education
Certification - Phlebotomy
Houston Community College
Houston, TX05.2021
Skills
- Staff management
- Data management
- Performance optimization
- Team building and leadership
- Account recordkeeping
- Schedule management
- Systems implementation
- Complaint resolution
- Multi-task management
Accomplishments
- ACA Certification score - 82 percent
- Over 200 successful venipunctures
- BLS certification
Timeline
Customer Service Representative
JPMorgan Chase
03.2024 - Current
Supervisor of Operations
Continuum Global
08.2022 - 03.2024
Admin Assistant II
State of Nevada Disability
07.2021 - 01.2022
Customer Service Representative
Pls Financial
12.2019 - 07.2020
Team Lead Event Specialist
Advantage Solutions
08.2018 - 01.2020
Server/Lead Generator/Party Host
Howl at the Moon
11.2014 - 07.2018
Certification - Phlebotomy
Houston Community College
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