Michelle James
Darlington,SC
Summary
Proven leader in customer service and team management, excelling at Sam's Club by driving high client satisfaction rates and enhancing team productivity. Skilled in issue resolution and active listening, adept at fostering positive customer experiences and achieving operational excellence. Demonstrated ability to improve service delivery, exceeding performance goals with a strategic approach to problem-solving. Also having dedication to partnering with coworkers to promote engaged, empowering work culture. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Member Service Lead
Sams Club
01.2016 - Current
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Generated account activity reports to identify upgrade and sales opportunities.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Met customer call guidelines for service levels, handle time and productivity.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
CNA
Bethea Baptist Retirement Community and Health Care Center
11.2013 - 01.2016
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Upheld infection control and prevention policies across different patient-facing areas.
Education
Associate of Science -
Florence Darlington Tech
Florence, SC05.2017
High School Diploma -
Mayo High School For Math Science & Technology
Darlington, SC05.2012
Skills
- Team Management
- Issue Resolution
- Customer Support
- Customer Service
- Policy understanding
- Problem-solving aptitude
- Active Listening
- Interpersonal Skills
- Excellent Communication
- Money handling abilities
- Teamwork and Collaboration
- Understanding Customer Needs
- Professional Demeanor
- Professional telephone demeanor
- Multi-line phone talent
- Decision Making
- Time Management
Timeline
Member Service Lead
Sams Club
01.2016 - Current
CNA
Bethea Baptist Retirement Community and Health Care Center
11.2013 - 01.2016
Associate of Science -
Florence Darlington Tech
High School Diploma -
Mayo High School For Math Science & Technology