MICHELLE HAYNES
Smyrna
Summary
Dynamic customer support professional with extensive experience at JP Morgan Chase, excelling in technical support and case management. Proven ability to enhance customer relationships and resolve complex issues efficiently. Skilled in SaaS database management and adept at training new hires, driving team success through effective communication and problem-solving.
Overview
31
31
years of professional experience
Work History
Support Agent
Chick-Fil-A
Atlanta
09.2022 - 01.2023
- Provide support to customers by building a rapport with them.
- Diagnose and resolve issues, inquiries and managing cases efficiently, using positive language and familiarize customers with the Chick-Fil-A Brand.
- Provide helpdesk and technical support, via app and online services and other support channels.
- Problem solve and troubleshoots a variety of issues, using technology and Customer Support systems.
- Research technical information utilizing 5 Nine and AI integration tools while talking to customers.
- Follow standard operation procedures.
- Manage workload independently and efficiently.
Membership and Marketing Coordinator
International Society of Travel Medicine
Atlanta
10.2016 - 10.2021
- Supports and fulfills all membership renewals and new membership orders, customer service inbound and outbound calls, coordinate all sales and billing payments, fulfillment activities for sponsor and exhibitor activities at ISTM events, manage the registration processes for ISTM conferences and congress, and help to staff the ISTM exhibit booths when required.
- Develops and maintains spreadsheets, SaaS databases including Virtway Interactive Platform, LMS, Timberlake, Higher Logic, Constant Contact, Microsoft Teams, Office, Excel, Zoom Conferencing, calendars, schedules, documents, files and information.
- Managed hosting services for conferences, Redcoats, External Teams Barcelona Spain.
- Provides support to the Executive Director as requested.
- The Member Services Coordinator supports the business operations of the ISTM in accordance with adopted policies, approved budgets, under the direction of the Executive Director.
Sales Manager
Pear Boutique
Marietta
11.2012 - 10.2016
- Maintain sales volume product mix and selling price by keeping current with supply and demand and changing trends with economic indicators and competitors.
- Establish and adjust selling price by monitoring cost, competition and supply and demand.
- Maintain sales by recruiting, selecting orientating and training employees.
- Meet sales goals by negotiation selling motivation for sales, sales planning and building relationships.
- Managing processes, market knowledge developing budgets.
Customer Care Specialist II
Cbeyond Communications
Marietta
09.2006 - 11.2012
- Self-motivated with a good work ethic, and have demonstrated the discipline to work independently.
- Advanced level computer skills with basic Microsoft programs and Telephony programs.
- Create telephone lines, fax lines add, and delete, as well as change line features, Change and transfer toll-free numbers.
- Create Web-hosting features, create user id passwords, add email.
- Ability to handle multiple projects/task utilizing more than one computer and programs.
- Problem solving skills, resourceful, and effective in making decisions - Call Center.
Customer Support Manager
JP Morgan Chase
Kennesaw
10.2005 - 09.2006
- Manage a portfolio of over 100,000 on past due amounts on private label credit card accounts.
- Set workload strategies train/coach and develop new employees in a positive direction to ensure industry success.
- Assess and determine reasons for non-payment, negotiate balance via settlements or payment arrangements, restructure plans to assist in resolving delinquency and avoid charge off of account.
Account Manager
Mann Bracken LLC
Marietta
04.2005 - 10.2005
- Analyze credit bureau reports prepare for filing of arbitration.
- Resolve consumer issues based on JP Morgan Chase account standards.
- Collect on Charged off accounts for JP Morgan Chase.
- Set account up for collection of balance in full, negotiate settlements.
Account Representative
OSI Financial Services
10.2002 - 04.2005
- Provide collections for major credit card.
- Maintain 180 accounts daily review credit reporting and skip trace.
Financial Services Representative
Voice Stream Wireless
09.2001 - 06.2002
- Handle inbound billing calls.
- Process payments activate and deactivate cellular service.
- Provide resolution for billing concerns, misapplied payments.
- Reduce churn rate.
Provisioner
WorldCom
11.2001 - 05.2002
- Identify off-net collocations, update onto desktop.
- Identify network structure pre-engineering and off-net circuit.
- Manage lec performance, track orders, research and resolve order issues engineering and pre-installation process.
- Provide information such as foc dates.
Resolution Specialist
Covad Communications
10.2000 - 01.2001
- Troubleshoot loop quality issues and take necessary action to resolve problems that existed within the data line.
- Actions included acceptance testing for new order loop turn ups, resolve facilities issues of orders in jeopardy.
- Proactively identify issues and escalate as needed to ensure timely resolutions, follow-up with the lec to ensure commitment issue times were met.
Information Consultant
Equifax
04.1998 - 10.2000
- Analyze and make decisions regarding credit information.
- Educate consumers on Beacon scoring models and credit laws and guidelines.
- Resolve consumer disputes provide solutions for their concerns.
- Training point of contact, and acted as coach for new hires side by side on the job development.
Account Manager III
Equifax
05.1992 - 04.1998
- Provide collections on various accounts such as American Express, JC Penny, Citibank, Georgia Power and Atlanta Gas.
- Worked on Davox system, skip trace.
- Assist on training and development of new hires.
- Receive achievement award in 1994.
Education
BS - Arts Science
Adelphi University
Garden City, NY01.1989
Skills
- Technical support
- Helpdesk troubleshooting
- Customer relationship management
- SaaS database management
- Case management
- Data analysis
Professional Development
- Women in Technology Member
- Cbeyond Women's Network
- Equifax Collection Certificate
- Equifax Customer Service Certificate
Timeline
Support Agent
Chick-Fil-A
09.2022 - 01.2023
Membership and Marketing Coordinator
International Society of Travel Medicine
10.2016 - 10.2021
Sales Manager
Pear Boutique
11.2012 - 10.2016
Customer Care Specialist II
Cbeyond Communications
09.2006 - 11.2012
Customer Support Manager
JP Morgan Chase
10.2005 - 09.2006
Account Manager
Mann Bracken LLC
04.2005 - 10.2005
Account Representative
OSI Financial Services
10.2002 - 04.2005
Provisioner
WorldCom
11.2001 - 05.2002
Financial Services Representative
Voice Stream Wireless
09.2001 - 06.2002
Resolution Specialist
Covad Communications
10.2000 - 01.2001
Information Consultant
Equifax
04.1998 - 10.2000
Account Manager III
Equifax
05.1992 - 04.1998
BS - Arts Science
Adelphi University