Michelle Haupt
Panama City Beach,FL
Summary
Dedicated Senior Customer Service Representative with 30 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities.
Overview
39
39
years of professional experience
Work History
Customer Operations Specialist
Follett Content Solutions
McHenry , IL
11.2006 - Current
- Resolve customer service inquiries swiftly via calls and emails
- Document customer interactions to track requests, issues, and resolutions
- Manage the redemption of gift certificates and promotional codes for orders
- Oversee the Salesforce queue for incoming customer service emails
- Assist in training new hires, and provide ongoing support to enhance performance
- Administer our book subscription service from new order placement to monthly fulfillment
- Collaborate with other departments to coordinate workflow processes between teams
- Maintain reports required by supervisors for performance tracking
- Create new strategies for improving process within the organization.
Payroll/Human Resources Coordinator
Maass Midwest Mfg. Inc.
Huntley, IL
03.1998 - 06.2001
- Managed payroll processing duties, including attendance, time cards, employee production sheets for 30-employee team, consistently meeting all deadlines
- Maintained documentation for new hires, benefits, health insurance and 401K
- Managed and organized health screenings and testings for employees
- Led recruitment functions, including developing job postings, scheduling interviews and overseeing employee onboarding
- Conducted staff meetings
Customer Service Supervisor
Transamerica Real Estate Tax Service
Crystal Lake, IL
06.1986 - 04.1997
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Implemented training of new team members and mentored each to promote productivity, accuracy and friendly service
- Oversaw and assessed customer service staff activities, providing personnel with regular performance-related feedback
- Evaluated employee job performance and motivated staff to improve productivity
- Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity
Education
High School Diploma -
Marengo Community High School
Marengo ILSkills
- Call center experience
- Complaint resolution
- Account management
- Organizational strengths
- Customer support
- Employee coaching
- 10 Key, Dictation
- Word, Excel, Google Doc
- Salesforce, Outlook
Timeline
Customer Operations Specialist
Follett Content Solutions
11.2006 - Current
Payroll/Human Resources Coordinator
Maass Midwest Mfg. Inc.
03.1998 - 06.2001
Customer Service Supervisor
Transamerica Real Estate Tax Service
06.1986 - 04.1997
High School Diploma -
Marengo Community High School
Similar Profiles
Tom ShipleyTom Shipley
Senior Writer – Freelance at Follett Content SolutionsSenior Writer – Freelance at Follett Content Solutions
Laura JedrzejewskiLaura Jedrzejewski
Senior Classroom Project Coordinator at Follett Content SolutionsSenior Classroom Project Coordinator at Follett Content Solutions
Chelsea SaucedoChelsea Saucedo
Dedicated Customer Service Representative at Follett Content SolutionsDedicated Customer Service Representative at Follett Content Solutions
Susie Patricia HowesSusie Patricia Howes
Department of Homeland Security at United States GovernmentDepartment of Homeland Security at United States Government
Emerson BarrowEmerson Barrow
Industrial Engineer at 360 DA InvestmentIndustrial Engineer at 360 DA Investment