Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michelle Kerley

Kalama,WA

Summary

Productive Call Center Representative with 10 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Overview

21
21
years of professional experience

Work History

Call Center Customer Service Representative

ATT
Kalama, WA
10.2022 - 11.2023
  • Promoted available products and services to customers during service, account management and order calls.
  • Supported sales team members to drive growth and development.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Updated databases with new and modified customer data.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Educated customers on special pricing opportunities and company offerings.
  • Strengthened customer retention by offering discount options.
  • Updated Salesforce system with order specifics and customer details, preferences and billing information.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Receptionist

Cody Staffing
Vancouver, WA
04.2021 - 10.2021
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Sorted invoices for accounting department by date stamping and filing by vendor code.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Scheduled and confirmed appointments.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.

Deli Team Lead

Grocery Outlet
Woodland, WA
06.2019 - 03.2021
  • Maintained records related to sales for store management.
  • Assisted in the training and development of new deli team members.
  • Responded to customer questions regarding product availability.
  • Distributed new item samples to customers to provide opportunities for individuals to try products before purchase.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
  • Stored perishable food items in freezer or refrigerator to protect from spoilage.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Updated food displays, cases and other customer-facing areas to increase sales of special items.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.

Mobility Resolution Specialist

Conduent
Gresham, OR
11.2016 - 06.2019
  • Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
  • Researched complex customer service requests involving multiple departments and personnel within the organization.
  • Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
  • Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
  • Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
  • Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
  • Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
  • Understood and followed oral and written directions.
  • Completed day-to-day duties accurately and efficiently.
  • Answered 40 calls per shift to assist with customer questions and concerns.

Assistant Store Manager

Ross Dress for Less
Longview, WA
11.2012 - 03.2016
  • Organized weekly meetings with department heads to review progress on key objectives.
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.
  • Assisted in continuous development of effective store associates to achieve desired sales and results.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw coaching and guidance of store employees to foster advancement in work operations.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
  • Checked monthly sales and performance reports to support operational planning and strategic decision-making.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Maintained accurate records of all transactions, stock levels and employee performance metrics.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.

General Merchandise Lead

Grocery Outlet
Longview, WA
03.2003 - 03.2012
  • Collaborated with other departments to coordinate promotional events.
  • Oversaw pricing accuracy across all departments to ensure competitive rates were maintained.
  • Inspected incoming shipments for quality assurance purposes.
  • Engaged daily with store customers to gain insight and anticipate customer needs.
  • Utilized point-of-sale systems accurately when processing transactions.
  • Ensured compliance with safety regulations and company policies.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Provided customer service support by addressing inquiries and resolving complaints.
  • Bagged or packaged purchases and wrapped gifts.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Recommended, selected and located merchandise based on customer desires.
  • Monitored inventory levels, identified discrepancies, and coordinated restocking activities.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Handled cash register operations including opening and closing procedures.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Greeted customers to determine wants or needs.

Education

High School Diploma -

Rainier High School
Rainier, OR
06.1985

Skills

  • Account Management
  • Call Management
  • Escalation Management
  • Membership Renewals
  • Technical Troubleshooting
  • Payment Processing
  • Account Updating
  • Call Center Operations
  • Customer Service
  • Data Entry
  • Customer Inquiries
  • Customer Satisfaction
  • Customer Support
  • Professional Phone Voice
  • Customer Correspondence
  • Sales Strategy
  • Complaint Resolution
  • Call Center Customer Service
  • Transaction Reconciliation
  • Brand Promotion

Accomplishments

  • consistently maintained 100% VOC scores
  • consistently met and exceeded my metrics

Timeline

Call Center Customer Service Representative

ATT
10.2022 - 11.2023

Receptionist

Cody Staffing
04.2021 - 10.2021

Deli Team Lead

Grocery Outlet
06.2019 - 03.2021

Mobility Resolution Specialist

Conduent
11.2016 - 06.2019

Assistant Store Manager

Ross Dress for Less
11.2012 - 03.2016

General Merchandise Lead

Grocery Outlet
03.2003 - 03.2012

High School Diploma -

Rainier High School

Similar Profiles

CREATE PROFILE
Michelle Kerley