Michelle Hines
Tampa,FL
Summary
Dynamic professional with a proven track record at One Touch Direct, adept in motivational techniques and training facilitation. Excelled in enhancing client trust and fostering cross-functional teamwork, significantly contributing to long-lasting relationships and team success. Skilled in workplace safety and performance assessment, demonstrating a commitment to achieving and exceeding employer-desired outcomes.
Overview
24
24
years of professional experience
Work History
Assistant Trainer
One Touch Direct
03.2022 - 05.2024
Senior Customer Service Representative
One Touch Direct
01.2022 - 05.2024
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing transactions ,and signing up for new services and/ products.
- Maintained compliance with company policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Assisting with coaching, and training new hires.
- Assisting, coaching and guiding customer service rep.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
Chef
Metropolitan Ministries
01.2021 - 07.2023
Manager
Bar B Que King
04.2018 - 01.2021
Home Health Aide
Connie Chilsome
07.2015 - 09.2017
Case Worker Assistant
Department Of Children and Families, State of Florida
06.2005 - 08.2011
- Assisted with crisis intervention services when necessary, providing immediate support and connecting clients with appropriate resources.
- Collaborated with multidisciplinary teams to develop comprehensive case plans for clients, improving overall outcomes.
- Participated in ongoing professional development opportunities to enhance knowledge of best practices in social work fields.
- Played a key role in helping vulnerable families access essential services like healthcare, education, and financial assistance programs.
- Promoted a positive environment within the agency by actively participating in staff meetings, trainings, and other events.
- Streamlined case management processes by implementing efficient documentation and reporting practices.
- Developed individualized service plans based on each client''s unique strengths, needs, and goals.
- Coordinated referrals for additional services including mental health counseling or housing assistance programs.
- Contributed to ongoing program evaluation efforts by collecting data on client outcomes and satisfaction levels.
- Assisted Case Workers in managing caseloads effectively by providing administrative support such as scheduling appointments and maintaining client files.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Assessed needs of each client and recommended appropriate services and resources.
Provider Contact Rep and Claims
Blue Cross and Blue Shield of Florida Inc.
06.2005 - 07.2007
- Addressed providers inquiries to enhance satisfaction and ensure resolution of issues.
- Resolved providers complaints by providing timely solutions and clear communication.
- Assisted providers with product information and facilitated smoother transactions.
- Maintained accurate providers records to ensure data integrity and follow-up.
- Improved response time with efficient handling of high-volume calls.
- Provided technical support to resolve providers issues promptly.
- Provided exceptional service by proactively addressing providers needs and concerns.
- Improved provider satisfaction by resolving issues efficiently and professionally.
- Icd9 coding and billing
- Cot coding
Insurance Coder and Billing
Kelly Services
01.2005 - 03.2006
- Improved software stability by debugging and troubleshooting issues.
- Utilized version control systems for managing code changes and maintaining project integrity.
- Ice 9 coding and billing Cot
- Cpt coding
Personal Banker
Bank of America
01.2000 - 05.2005
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Cross-sold bank products and services to meet customer needs and provide options.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
Personal Banking Associate
Kelly Service J.P. Morgan Chase
01.2005 - 01.2005
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Processed loan applications diligently, resulting in increased loan approval rates for qualified borrowers.
- Enhanced customer satisfaction by providing personalized banking solutions tailored to individual needs.
- Assisted in managing branch risk levels by working closely with colleagues to identify and report any suspicious transactional activities or potential fraud attempts.
- Assisted customers in opening new accounts, ensuring thorough understanding of available products and services.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
- Promoted financial literacy among clients by conducting educational workshops on budgeting, credit management, and investment strategies.
- Supported colleagues during peak periods as needed, fostering a positive team environment conducive to achieving shared goals.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
Education
Associate - Culinary Arts And Hospitality
Erwin Technical College
Tampa, FL08.2022
Associate - Culinary Arts
Metropolitan Ministries
Tampa, FL03.2021
Hcc
Tampa, FL05.2017
Medical Insurance Coding And Billing
Concorde Career College
Tampa, FL05.2002
Patient Care Tech
Brewster Technical School
Tampa, FL11.1999
Skills
- Workplace safety
- Teaching
- Task delegation
- Training facilitation
- Motivational techniques
- Cross-functional teamwork
- Training needs analysis
- Performance assessment
- Research
- Feedback delivery
Affiliations
INTERNATIONAL FREE AND ACCEPTED MODERN MASONS AND OREDER OF EASTERN STARS
NAACP
TAMPA BAY JAGUARS YOUTH FOOTBALL AND CHEER
TAMPA BAY RAVENS YOUTH CHEER
References
Amelia Howard
Amelia@soulpurposefl.com
(813) 416-5820
Meshika Townes
mzmeshika@gmail.com
+1 (813) 500-0373
Barbra Scott
Babscott35@aol.com
(813) 451-1816
Jaquana Harrison
Jfelton515@gmail.com
+1 (813) 619-0770
Timeline
Assistant Trainer
One Touch Direct
03.2022 - 05.2024
Senior Customer Service Representative
One Touch Direct
01.2022 - 05.2024
Chef
Metropolitan Ministries
01.2021 - 07.2023
Manager
Bar B Que King
04.2018 - 01.2021
Home Health Aide
Connie Chilsome
07.2015 - 09.2017
Case Worker Assistant
Department Of Children and Families, State of Florida
06.2005 - 08.2011
Provider Contact Rep and Claims
Blue Cross and Blue Shield of Florida Inc.
06.2005 - 07.2007
Insurance Coder and Billing
Kelly Services
01.2005 - 03.2006
Personal Banking Associate
Kelly Service J.P. Morgan Chase
01.2005 - 01.2005
Personal Banker
Bank of America
01.2000 - 05.2005
Associate - Culinary Arts And Hospitality
Erwin Technical College
Associate - Culinary Arts
Metropolitan Ministries
Hcc
Medical Insurance Coding And Billing
Concorde Career College
Patient Care Tech
Brewster Technical School