Michelle Harned
Jefferson,NY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
Tony's Touch Mobile Detailing
Jefferson, Ny
05.2017 - Current
- Managed customer inquiries through phone and email communications.
- Trained staff on best practices in customer service techniques.
- Oversaw scheduling and logistics for mobile detailing appointments.
- Coordinated with detailing teams to streamline service delivery processes.
- Implemented feedback systems to gather customer opinions and suggestions.
- Maintained accurate records of customer interactions and service requests.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Customer Service Supervisor
Bjs Wholesales Club
Jefferson, NY
04.2019 - 10.2023
- Supervised daily customer service operations and team performance.
- Trained staff on company policies and customer service best practices.
- Resolved customer complaints and escalated issues to management as needed.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Customer Relations Manager
Bellearye mountain
Highmount, New York
11.2013 - 08.2017
- Managed customer inquiries and resolved issues effectively.
- Developed training programs for staff to enhance service skills.
- Implemented customer feedback systems to improve satisfaction levels.
- Trained new hires on company policies and customer engagement techniques.
- Fostered relationships with key clients to enhance loyalty and retention.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with inquiries via telephone, email, or online chat.
- Administered systems and programs to reduce loss and maintain inventory control.
Education
Business Management
Middlesex County College
Edison, NJ 08.2001 - 08.2003
Skills
- Customer relationship management
- Issue resolution
- Staff training
- Performance monitoring
- Team building
- Effective communication
- Problem solving
- Attention to detail
- Customer focus
- Skilled trainer
- Customer relations
Certification
- I-CAR ASE certificates Automotive industry
Accomplishments
Leadership training certificate customer service satisfaction certificate exceed sales and membership achievements certificates
Timeline
Customer Service Supervisor
Bjs Wholesales Club
04.2019 - 10.2023
Customer Service Manager
Tony's Touch Mobile Detailing
05.2017 - Current
Customer Relations Manager
Bellearye mountain
11.2013 - 08.2017
Business Management
Middlesex County College
08.2001 - 08.2003