Summary
Overview
Work History
Education
Skills
Timeline
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Michelle King

Vernon,FL

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

8
8
years of professional experience

Work History

Supervisor

Sutherland Global Services
Rochester, New York
10.2020 - 09.2023
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Provided guidance and support to customer service representatives, including coaching and mentoring.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.

Quality Assurance Analyst

Teleperformance USA
Panama City Beach, FL
10.2018 - 09.2020
  • Monitored production environment performance metrics for irregularity that could indicate quality issues.
  • Used quality monitoring system to compile and track individual and team performance.
  • Trained and led employees on proper QA standards.

Customer Service Representative

General Dynamics
Panama City, FL
10.2015 - 12.2018
  • Answered customer inquiries and provided accurate information regarding healthcare.
  • Maintained client confidentiality according to HIPAA regulations at all times.
  • Provided scripted guidance and advice to clients regarding their health insurance plans.
  • Researched new healthcare plans in order to provide more comprehensive coverage options for clients.

Education

High School Diploma -

Carlisle Senior High School
Carlisle, PA
06-1984

Some College (No Degree) - Law

Widener University
Harrisburg, PA

Skills

  • Self-directed mindset
  • Excellent communication skills
  • Call Management
  • KPI and Metric Driven
  • Customer Retention
  • Technical Support
  • Attention to Detail
  • Customer Service

Timeline

Supervisor

Sutherland Global Services
10.2020 - 09.2023

Quality Assurance Analyst

Teleperformance USA
10.2018 - 09.2020

Customer Service Representative

General Dynamics
10.2015 - 12.2018

High School Diploma -

Carlisle Senior High School

Some College (No Degree) - Law

Widener University

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Michelle King