Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Michelle Kim

Glendale,AZ

Summary

Hardworking and reliable employee with extensive background operating cash registers, stocking merchandise and providing excellent customer service. Highly organized, proactive and punctual. Works well within team settings.

Overview

37
37
years of professional experience
1
1
Certification

Work History

Front End Associate

Walmart, Inc.
Phoenix, AZ
12.2019 - Current
  • Performed daily opening and closing procedures according to standard operating procedures.
  • Collaborated closely with coworkers on special projects or tasks as assigned by manager.
  • Smile, greet and thank customers with a positive attitude.
  • Stand for long periods of time while checking out customers quickly and accurately.
  • Keep area clean and presentable.
  • Answer customer questions and help them with their needs.
  • Be available to assist associates across the store as needed.

Credit and Customer Service Representative

Macy's Credit And Customer Service
Phoenix, AZ
03.2008 - 06.2013
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Developed positive relationships with customers through friendly interactions.
  • Educated customers on how to use their computer to navigate through the website on how to make their bill payment.
  • Provided and confirmed billing due dates and information on how to avoid paying interest charges and late fees within the billing cycle.
  • Reversed any late fees accrued when applicable or warranted.
  • Documented each call after resolution was provided.

Specialty Team Member

Macy's, Inc.
Phoenix, AZ
03.2008 - 06.2013
  • Assisted employees on how to navigate using their computer in a timely manner to assist the customer with any issues, questions, or concerns, always providing a win-win situation if possible.
  • Reminded team members to document, after each call, the customer's chart with the incident and resolution, or follow-up call if needed.

Call Center Inbound Customer Care Associate

Check Free Corp.
Phoenix, AZ
12.2002 - 03.2007
  • Utilized problem solving skills to efficiently resolve conflicts.
  • Assisted customers with product inquiries and complaints.
  • Educated customers about the features and benefits of products.
  • Processed orders, returns, exchanges, refunds and payments accurately.
  • Provided customer service through live chat, email and phone support.
  • Maintained accurate records of customer interactions using a CRM system.
  • Advised customers on how to use products correctly or get the most out of them.
  • Handled escalated customer concerns in a professional manner.
  • Followed up with customers to ensure satisfaction with resolution.
  • Recorded detailed notes of all customer interactions in CRM system.
  • Maintained up-to-date knowledge of company products and services.
  • Developed strategies for improving customer service operations.

Summer School Language Arts Instructor

Kalaheo High School
Honolulu, Hawaii
06.2002 - 07.2002
  • Developed and implemented innovative lesson plans to encourage student engagement in language arts.
  • Created a safe and supportive classroom environment for students to learn and express themselves through language arts.
  • Offered constructive criticism during creative writing workshops while encouraging creativity.
  • Maintained accurate records of student attendance, grades, behavior, and other pertinent data.
  • Motivated students to think critically about topics being discussed in class.
  • Encouraged student participation in class discussions by posing thought-provoking questions.
  • Assisted students with building long-term skills such for academic, social, and emotional development.
  • Helped develop strong verbal and written communication skills by leading students through listening, speaking, reading and writing activities.
  • Promoted student growth by encouraging independent thinking, judgment and thought expression.

Part Time Teacher Assistant

Thomas Jefferson Elementary School
Honolulu, Hawaii
09.1999 - 02.2002
  • Maintained a safe and orderly learning environment for all students.
  • Monitored student behavior in classrooms, hallways, cafeteria, playgrounds.
  • Instructed students in academic subjects such as math, science, language arts, social studies, and history.
  • Created lesson plans and chose supporting materials to promote positive learning experiences.
  • Tutored students requiring extra help and gave additional practice work to help improve concept understanding.
  • Scheduled tutoring sessions to help students improve grades and gain better grasp course material.
  • Maintained positive working relationship with fellow staff and management.

Customer Service Representative Coordinator

United Airlines and Air New Zealand
Honolulu, Hawaii
08.1995 - 02.2002
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided accurate information about products and services to customers.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Mentored junior team members and managed employee relationships.
  • Resolved customer complaints in a timely manner while upholding company standards.
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Monitored inventory levels and ordered additional supplies as needed.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Delegated work to staff, setting priorities and goals.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Resolved customer complaints or answered customers' questions.
  • Interpreted and explained work procedures and policies to brief staff.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Guided employees in handling difficult or complex problems.

Sales and Service Representative

United Airlines
Honolulu, Hawaii
08.1995 - 10.1998
  • Resolved customer issues promptly and professionally.
  • Provided assistance in resolving escalated customer complaints or disputes.
  • Maintained up-to-date knowledge of company products, services, policies, procedures, and pricing information.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Performed administrative tasks such as filing paperwork and updating records in databases.
  • Worked closely with other departments to ensure effective communication between teams.
  • Participated in training sessions to stay current with new products, services, technology.
  • Responded to customer inquiries, complaints, and requests in a timely manner.
  • Provided customer service and sales support to customers over the phone.
  • Prepared detailed quotes for prospective customers.
  • Negotiated deals and handled complaints or objections.
  • Developed and maintained relationships with new and existing clients to increase sales revenue.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Strengthened customer retention by offering discount options.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Co-Owner/Manager/Instructor Supervisor

Salon Beautiful You
Honolulu, Hawaii
09.1993 - 09.1997
  • Ensured that all safety protocols were followed at all times within the workplace.
  • Developed and implemented marketing strategies to attract new customers.
  • Ensured compliance with relevant laws, regulations and industry standards.
  • Oversaw customer service activities to ensure quality standards were met or exceeded.
  • Built relationships with key stakeholders such as clients, partners, investors.
  • Developed strategies for increasing customer loyalty and satisfaction.
  • Managed day-to-day business operations including staffing, inventory management, budgeting, accounting, and payroll processing.
  • Created marketing campaigns to promote products and services.
  • Resolved any customer complaints or issues quickly in order to maintain positive relationships.
  • Established policies and procedures to ensure compliance with local, state, and federal regulations.
  • Established and maintained relationships with suppliers and vendors to secure favorable terms and ensure supply chain reliability.
  • Engaged in community and industry events to network, promote the business, and stay informed on market developments.

Director of Admissions, Records and Int. Affairs

Honolulu University
Honolulu, Hawaii
11.1987 - 05.1995
  • Prepared documents for registration, enrollment, and graduation processes.
  • Developed strategies for maintaining up-to-date databases for student records management.
  • Created detailed records of class schedules, grades, transcripts.
  • Facilitated communication between faculty members, advisors, deans, administrators and students.
  • Ensured compliance with all applicable laws, regulations, standards, and policies related to registrar activities.
  • Resolved student inquiries related to registration and enrollment issues.
  • Processed applications for admission and maintained accurate records.
  • Managed student records and ensured accuracy of data.
  • Reviewed documentation prior to entry into the system for accuracy.
  • Collected, evaluated and stored documents securely in permanent records.
  • Answered questions and fulfilled requests with friendly and knowledgeable service.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Provided hands-on training and coaching for junior staff on office policies and regulations.
  • Coordinated the hiring process for new staff members.
  • Resolved customer complaints in a timely manner.
  • Organized events such as conferences, seminars, and workshops.
  • Ensured compliance with all applicable regulations and laws.
  • Directed recruitment, hiring, and training of new staff members.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Monitored staff performance and addressed issues.
  • Recruited and trained new employees to meet job requirements.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Education

MBA - Business Administration

Honolulu University
Honolulu, HI
12-1993

License State of Hawaii Professional Cosmetology Instructor - Cosmetology Instructor

Hollywood Beauty College
€˜aiea, HI
06-1991

Honorary Doctor of Education - Education

Trinity International University
Missouri
05-1990

BBA - Business Administration

Honolulu University
Honolulu
06-1989

License State of Hawaii Hairdresser And Cosmetician - Cosmetology

Trendsetter Beauty College
Honolulu, HI
11-1985

GED -

Kaimuki High School
Honolulu, HI
06-1975

Skills

  • Retail transactions
  • Merchandise display set up
  • Order selection and preparation
  • Version control systems
  • Scrum Framework
  • Customer Service

Accomplishments

  • Who's Who, United Airlines, Macy's, Honolulu University of the Arts, Sciences and Humanities, Trinity University Honorary Ph.D., Customer letters of Appreciation and Letters of recommendation.

Certification

  • State of Hawaii Cosmetology Instructor License
  • State of Hawaii Hairdresser and Cosmetician License

References

References available upon request.

Timeline

Front End Associate

Walmart, Inc.
12.2019 - Current

Credit and Customer Service Representative

Macy's Credit And Customer Service
03.2008 - 06.2013

Specialty Team Member

Macy's, Inc.
03.2008 - 06.2013

Call Center Inbound Customer Care Associate

Check Free Corp.
12.2002 - 03.2007

Summer School Language Arts Instructor

Kalaheo High School
06.2002 - 07.2002

Part Time Teacher Assistant

Thomas Jefferson Elementary School
09.1999 - 02.2002

Customer Service Representative Coordinator

United Airlines and Air New Zealand
08.1995 - 02.2002

Sales and Service Representative

United Airlines
08.1995 - 10.1998

Co-Owner/Manager/Instructor Supervisor

Salon Beautiful You
09.1993 - 09.1997

Director of Admissions, Records and Int. Affairs

Honolulu University
11.1987 - 05.1995

MBA - Business Administration

Honolulu University

License State of Hawaii Professional Cosmetology Instructor - Cosmetology Instructor

Hollywood Beauty College

Honorary Doctor of Education - Education

Trinity International University

BBA - Business Administration

Honolulu University

License State of Hawaii Hairdresser And Cosmetician - Cosmetology

Trendsetter Beauty College

GED -

Kaimuki High School

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Michelle Kim