Michelle Kelley
Remote Dispatcher / Customer Service
Statesville,NC
Summary
Dynamic customer service professional with a proven track record, excelling in supportive communication and data entry accuracy. Recognized for enhancing caller satisfaction and consistently exceeding performance metrics. Adept at resolving conflicts and fostering strong relationships, ensuring service excellence in high-pressure environments.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Answering Service Operator
Answer Phone of America
08.2025 - 01.2026
- Relayed and transcribed written and verbal messages to personnel.
- Reduced call wait times for improved customer experience by efficiently routing calls to appropriate departments.
- Earned recognition from management for consistently exceeding performance metrics related to call quality, speed, and accuracy in documentation within system records.
- Increased caller satisfaction with friendly, empathetic, and professional communication skills.
- Developed rapport with frequent callers by remembering their names/details about previous conversations.
- Enhanced customer satisfaction by promptly answering calls and addressing their inquiries.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
- Provided exceptional customer support by identifying concerns, clarifying issues, and offering solutions tailored to individual needs.
- Maintained high-quality service standards with consistent adherence to company policies and procedures.
- Handled difficult situations calmly and professionally, demonstrating excellent conflict resolution skills when necessary.
- Maintained strict confidentiality of client information in compliance with privacy regulations and company guidelines.
- Operated telephone operating system and documented calls in [Software].
- Maintained high level of customer service through friendly and polite demeanor.
- Supported team members during peak hours to ensure smooth operations and timely responses to caller needs.
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Assisted callers with problem resolution, ensuring satisfactory outcomes for both customers and the company.
- Connected callers with appropriate professional, department, or business.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
Customer Service Representative
Accurate Staffing
01.2025 - 08.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Production Team Leader
TeleTech Holdings
09.2015 - 02.2024
- Maintained open lines of communication with upper management, reporting progress updates on key metrics regularly.
- Conducted root-cause analysis on any identified issues during quality inspections, taking corrective action promptly.
- Mentored new employees, providing them with the necessary knowledge and guidance to become effective members of the production team.
- Streamlined operations realizing significant improvements in production flow.
- Facilitated regular team meetings to discuss progress towards goals, identify challenges, and develop solutions collaboratively.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for growth or advancement.
- Conducted routine inspections to check quality and compliance with established specifications.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Improved employee morale by fostering a positive work environment through clear communication and supportive leadership.
- Coordinated with other departments such as sales or marketing to ensure alignment between production capacity and customer demand.
- Ensured adherence to safety protocols, maintaining an accident-free workplace throughout tenure as Production Team Leader.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Actively participated in continuous improvement initiatives, contributing valuable insights on process optimization strategies.
- Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Led a team of production workers to consistently meet deadlines and exceed performance goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Cultivated professional working relationships with peers and supervisors.
- Met production targets and tight deadlines by collaborating closely with team members.
- Prepared reports and technical documentation of day-to-day production processes.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
Commercial Truck Driver Trainer/Peer Mentor
Several Over a 20yr Span
07.1996 - 06.2014
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Finalized daily logs on schedule to update internal records and uphold DOT requirements.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Interacted with customers and offered exemplary service, escalating issues to manager.
- Followed hand signals from loading crew to maneuver trucks into loading and unloading positions.
- Established strong relationships with clients by delivering exceptional service consistently throughout each interaction.
- Operated 80,000gw trucks across 48 states to transport dry and refrigerated goods and equipment.
- Provided reliable transportation of goods over long distances by maintaining a clean driving record and adhering to company guidelines for rest breaks, hours of service, or other relevant factors within the industry.
- Streamlined loading and unloading processes, ensuring accurate cargo handling and minimizing potential damages.
- Provided training to new drivers on company policies, safety procedures, and best practices within the industry.
- Coordinated effectively with shippers, receivers, brokers, or other relevant stakeholders to ensure smooth logistics handling during each trip.
- Maintained a perfect safety record with thorough pre-trip inspections and adherence to traffic laws.
- Participated in ongoing training opportunities for personal growth and development as a driver within the industry.
- Enhanced customer satisfaction levels through professional communication and timely delivery of goods.
- Reviewed transportation and shipping documentation and manifests to verify accuracy of inventory counts.
- Managed transportation of hazardous materials responsibly while adhering to strict protocols established for such tasks.
- Collaborated with dispatchers to optimize routes, addressing any issues or delays promptly for maximum efficiency.
- Demonstrated commitment to safety regulations by consistently updating knowledge on changes in legislation, policies, or guidelines affecting trucking operations.
- Obtained receipts or signatures for delivered goods and collected payment for services when required
- Reduced fuel consumption by employing effective driving techniques and monitoring vehicle performance.
- Assisted with loading and unloading of cargo when necessary, using proper equipment and techniques to maintain safety standards at all times.
- Logged daily delivery details, customer issues and mileage to maintain open communication with management and keep compliant records.
- Navigated diverse road conditions safely, adjusting driving techniques accordingly for optimal performance in varied environments.
- Performed minor vehicle repairs as needed to maintain optimal fleet functionality during long-haul trips across states.
- Communicated with other truck drivers and operators to coordinate materials handling and deliveries.
- Increased on-time deliveries by implementing efficient route planning and time management strategies.
- Completed accurate logs and paperwork, maintaining DOT compliance at all times for seamless operation.
- Operated with safety and skill to avoid accidents and delays.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Dropped and hooked trailers and changed configuration of equipment.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Inspected vehicle before and after trips and logged and reported mechanical problems to avoid unsafe hazards.
- Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Inspected load security and checked for damages.
- Checked shipping papers to determine nature of load and checked for presence of hazardous materials.
- Conferred with dispatch to relay delays, receive route, and adjust plans to meet daily targets.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
- Managed efficient unloading of freight, inspected merchandise, and documented customer concerns for supervisor.
- Fastened chains, straps, covers, and binders to secure load during transit.
- Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.
Education
No Degree - Commercial CdlA
Mid Florida Tech
Orlando, FL07-1996
No Degree - Business Accountancy
Hunting Institute of Business
Norwich, CT06-1991
GED -
State of Connecticut
Connecticut06-1986
Skills
Supportive communication
Customer communications
Service excellence
Professionalism and courtesy
Verbal communication skills
Developing rapport
Computer skills
Time management
Multitasking Abilities
Self motivation
Accomplishments
Though I do not hold a degree in business my on the job experiences have given me the skills to accomplish the following:
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 16-23 staff members.
- Used Microsoft Excel to develop team tracking spreadsheets.
- Documented and resolved caller conflict which led to Better team metric and over team rating withing the company and client .
- Collaborated with team of 16-23 in the development of proper call handling and conflict resolution that allowed our team to become the number one team for the company and the client we were assigned to 3 yrs running.
Certification
Office accounting
Timeline
Answering Service Operator
Answer Phone of America
08.2025 - 01.2026
Customer Service Representative
Accurate Staffing
01.2025 - 08.2025
Production Team Leader
TeleTech Holdings
09.2015 - 02.2024
Commercial Truck Driver Trainer/Peer Mentor
Several Over a 20yr Span
07.1996 - 06.2014
No Degree - Commercial CdlA
Mid Florida Tech
No Degree - Business Accountancy
Hunting Institute of Business
GED -
State of Connecticut