Michelle Jenkins
San Diego
Summary
I bring a positive attitude and extensive experience in customer service and problem-solving to contribute to the company's long-term success. I am adept at handling multiple competing priorities in fast paced environments. I'm detail oriented, motivated, and highly organized. My strength lies in delivering exceptional service to both internal and external customers with a strong commitment to follow-through.
Professional in customer support, equipped with deep understanding of customer needs and service operations. Proven ability to streamline processes and resolve issues efficiently. Known for reliability in team settings and adaptability to changing demands, with strong communication and problem-solving skills.
Overview
24
24
years of professional experience
Work History
CSR, Dispatcher
ASI Hastings
10.2024 - 03.2025
- Coordinated customer inquiries and resolved issues efficiently, enhancing overall satisfaction.
- Managed scheduling for customer service staff, optimizing workflow and response times.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Mentored junior staff in best practices for customer engagement and conflict resolution techniques.
- Collaborated with cross-functional teams to align on customer needs and improve service delivery strategies.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Logged call information and solutions provided into internal database.
Customer Care Coordinator
Bob Jenson HVAC
03.2024 - 08.2024
- Scheduled service calls, dispatched service technicians to jobs
- Assisted install manager with scheduling & assigning new hvac install jobs.
- Managed patient communications to ensure timely appointment scheduling and follow-ups.
- Streamlined documentation processes, enhancing accuracy and efficiency in permit management.
- Collaborated with cross-functional teams to resolve permitting issues promptly.
- Monitored project timelines, ensuring timely submission of all necessary permits.
- Implemented tracking systems for outstanding permits, improving follow-up procedures.
- Assisted clients in navigating complex permitting requirements, facilitating successful project completion.
- Monitored progress of ongoing projects closely, addressing any unexpected changes or hiccups proactively.
Customer Care Coordinator
Ideal Plumbing, HVAC & Electric
10.2021 - 03.2024
- Scheduled service calls, sales, dispatched service technicians to service calls, managed service contacts, reviewed invoices for accuracy & obtained all city/county permits for service work.
- Developed training materials for new hires, improving onboarding process and knowledge retention.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
- Implemented new CRM system features, streamlining communication and data tracking processes.
- Coordinated customer inquiries and resolved issues efficiently, enhancing overall satisfaction.
- Managed scheduling for customer service staff, optimizing workflow and response times.
Data Entry/A/R Clerk
Loftin Equipment, Inc.
10.2020 - 10.2021
- Managed data entry for financial records and processed customer payments
- Maintained accuracy in invoicing and assisted with collections
- Implemented filing system improvements, increasing retrieval efficiency by streamlining processes.
CSR
Sonoran Orthopedic Trauma Surgeons
09.2019 - 03.2020
- Assisted patients with appointment scheduling and insurance verification
- Delivered front desk support in a busy medical office
Executive Administrative Assistant
Phoenix Capital Group
11.2017 - 09.2019
- Provided executive-level administrative support including calendar management, travel planning, and meeting coordination
- Supported internal communication and document preparation
- Recognized by management employee of month 4/18, 6/18 & by peers 12/18 elected employee of the year.
Executive Assistant/Event Coordinator
Anderson PHA, INC
02.2016 - 08.2017
- Coordinated executive schedules, ensuring efficient time management and prioritization of critical tasks.
- Facilitated communication between departments, promoting collaboration and information flow within the organization.
- Prepared comprehensive meeting agendas and minutes, ensuring all stakeholders remained informed and aligned.
- Managed travel arrangements, optimizing itineraries for cost-effectiveness and convenience.
Costco Coordinator/CSR/Receptionist
Anderson PHA, INC.
09.2012 - 01.2016
- Coordinated project timelines and resources to ensure timely completion of departmental goals.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Developed and maintained comprehensive documentation systems for tracking project progress and outcomes.
- Implemented process improvements that increased operational efficiency and reduced redundancies.
- Led training sessions for new staff, fostering a culture of continuous learning and development.
- Managed vendor relationships, negotiating terms to optimize service delivery and cost-effectiveness.
CSR
Northeastern Rural Health Clinic
09.2011 - 09.2012
- Duties: family practice- checked patients in and out, answered multi-line phones, schedule patient appointments, distribute incoming mail, e-mails and faxes, manage scheduling templates for doctors, process payments and co-pays, balance end of the day finances, solve patient conflict resolution, provide excellent customer service to all patients, doctors, and vendors. Covered ob/gyn, urgent care and dental offices often.
Front Office Manager
The Orthopedic Clinic (TOCA)
03.2007 - 01.2009
- Duties: Managed 38 employees at 5 locations, employee evaluations, schedules, customer service training, conflict resolution, EMR, assist accounting/billing, working manager. Checked patients in/out, scheduled appointments, insurance verification & obtain referrals for care.
Front Office Supervisor
Valley OB/GYN
09.2001 - 02.2007
- Duties: Managed 14 employees at 2 locations, employee evaluations, hiring, termination, training, working manager checked patients in/out, insurance verification & scheduled appointments. Promoted from CSR to front office supervisor 2004.
Education
High School Diploma -
El Capitan High School
Lakeside, CA06-1989
Skills
- Proactive and dependable
- Customer service experience
- Client-centric approach
- Customer complaint resolution
- Customer relationship management software
- Analytical reasoning
- Effective telephone communication
- Effective conflict resolution
- Proficient in computer applications
- Technical documentation
- Proficient in Microsoft Outlook
Timeline
CSR, Dispatcher
ASI Hastings
10.2024 - 03.2025
Customer Care Coordinator
Bob Jenson HVAC
03.2024 - 08.2024
Customer Care Coordinator
Ideal Plumbing, HVAC & Electric
10.2021 - 03.2024
Data Entry/A/R Clerk
Loftin Equipment, Inc.
10.2020 - 10.2021
CSR
Sonoran Orthopedic Trauma Surgeons
09.2019 - 03.2020
Executive Administrative Assistant
Phoenix Capital Group
11.2017 - 09.2019
Executive Assistant/Event Coordinator
Anderson PHA, INC
02.2016 - 08.2017
Costco Coordinator/CSR/Receptionist
Anderson PHA, INC.
09.2012 - 01.2016
CSR
Northeastern Rural Health Clinic
09.2011 - 09.2012
Front Office Manager
The Orthopedic Clinic (TOCA)
03.2007 - 01.2009
Front Office Supervisor
Valley OB/GYN
09.2001 - 02.2007
High School Diploma -
El Capitan High School
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