Summary
Overview
Work History
Education
Affiliations
Accomplishments
Certification
Languages
References
Timeline
Generic

Michelle Josephs

Tamarac,Florida

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Personable and dedicated Customer Service Representative with extensive experience in Customer Service Representative industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Senior Customer Support Representative

Furniture Installation Solution Inc
Fort Lauderdale, FL
01.2012 - 02.2024
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Ensured compliance with applicable laws, regulations, policies, and procedures relating to customer support activities.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Upheld quality control policies and procedures to increase customer satisfaction.

Retention Specialist

Cross Country Home Services Inc.
Sunrise, FL
10.2002 - 12.2011
  • Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Explained new products and services to customers.
  • Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
  • Created personalized communication plans for key accounts based on individual needs and preferences.
  • Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Implemented creative solutions to deal with special circumstances.
  • Identified potential risks associated with retaining existing customers and developed action plans accordingly.
  • Verified order changes to resolve customer complaints or concerns.
  • Assisted in the development of strategies aimed at improving long-term customer loyalty.
  • Provided detailed reports on customer feedback and retention metrics for management review.
  • Obtained and examined relevant information to validate customer complaints and determine possible causes.
  • Developed strategies to improve customer experience and increase loyalty.
  • Generated monthly reports outlining progress made towards meeting retention objectives.
  • Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
  • Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.
  • Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
  • Referred unresolved customer service issues to designated departments for investigation.
  • Implemented new technologies and processes designed to improve the overall customer experience.
  • Conducted customer service surveys to identify areas of improvement in customer retention.
  • Worked closely with sales team members to ensure successful onboarding of new clients.
  • Recommended improvements to products, packaging or shipping procedures to preclude future problems.
  • Analyzed customer data to identify trends that could be used to reduce churn rate.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Researched competitive offerings and identified opportunities for improving our product offering.

Education

High School Diploma -

St Andrew High School
Kingston, Jamaica
07-1986

Affiliations

  • Excellent cook

Accomplishments

  • Excellent work experience

Certification

  • License Real Estate Agent

Languages

English
Professional

References

References available upon request.

Timeline

Senior Customer Support Representative

Furniture Installation Solution Inc
01.2012 - 02.2024

Retention Specialist

Cross Country Home Services Inc.
10.2002 - 12.2011

High School Diploma -

St Andrew High School
  • License Real Estate Agent

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Michelle Josephs