Michelle Henderson
Pearland,TX
Summary
Proven leader in customer service and accounts management, adept at critical thinking and data entry, significantly enhancing customer loyalty and reducing receivables at Labcorp. Excelled in high-stress situations, achieving and surpassing sales targets through active listening and effective team coaching, fostering a culture of achievement and mutual support.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
Work History
Customer Service Representative Retention
Health Plan One
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Accounts Receivable Specialist
Labcorp
08.2022 - 08.2023
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Ensured the accuracy of customer records in internal systems by updating contact information, payment terms, and other relevant data as needed.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Monitored accounts to verify compliance with payment terms and schedules.
- Ensured compliance with industry regulations and company guidelines through regular audits of financial documents and record-keeping practices.
- Submitted cash and check deposits and generated cash receipts to record money received.
Customer Service Representative
PSCU Financial Services
05.2022 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Benefits Specialist
Veteran Government Services
09.2020 - 01.2022
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Observed strict procedures to maintain data and plan participant confidentiality.
Store Manager
Dollar Tree
10.2017 - 09.2021
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Area Sales Manager
Rainbow Apparel
10.2002 - 09.2010
- Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
- Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
- Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.
Education
High School Diploma -
Mother of Sorrows High School
Blue Island, IL05-1978
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Affiliations
- Theta Gamma Tau Inc
Timeline
Customer Service Representative Retention
Health Plan One
08.2023 - Current
Accounts Receivable Specialist
Labcorp
08.2022 - 08.2023
Customer Service Representative
PSCU Financial Services
05.2022 - 08.2022
Benefits Specialist
Veteran Government Services
09.2020 - 01.2022
Store Manager
Dollar Tree
10.2017 - 09.2021
Area Sales Manager
Rainbow Apparel
10.2002 - 09.2010
High School Diploma -
Mother of Sorrows High School
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