Michelle Kobayashi
Call Center Rep
Antelope,CA
Summary
- Seasoned and customer service representative and effective sales leader with a proven ability to exceed quotas.
- Maintains great service in high volume call center and quickly provides the information that resolves their concerns.
- Over 15 years of customer service
- 5 plus year experience in management roll
- Excellent time-management and multitasking abilities/ always punctual and dependable Passion for creating personal relationships with clients and transforming escalated situations into happy consumers. Great at working as team player and never reluctant to dive into a task that presents itself.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
SP Staffing
Rancho Cordova
01.2019 - 08.2026
- Handled over 450 calls daily related to insurance sales, ensuring customer inquiries were addressed effectively.
- Resolved customer complaints swiftly, improving customer satisfaction and retention.
- Excellent ability to de-escalate aggressive callers and keep a cool head under pressure. Able to keep level voice and temperament in all situations.
- Recorded quality assurance scores, consistently achieving an average in the 90s.
- Trained new staff on customer service protocols and software systems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified and recommended improvements to customer service processes, enhancing overall service delivery.
- Navigated through scripts using the 5 Nine system.
Customer Service Representative
Right Sourcing
Roseville
01.2018 - 01.2019
- Answered a high volume of calls, referring to Human resource questions concerning Sutter employees, such as payroll, timecards, benefits, and compensation.
- Assisted employees in troubleshooting human resource programs to resolve issues efficiently.
- Achieved high ratings on customer satisfaction surveys
- Distributed benefits information and addressed service requests to enhance employee understanding.
- Managed call center operations and mailroom activities for Sutter
- Sorted, filed and scanned mail for human related information as sent into Sutter.
- Drafted letter to supervisor emphasizing customer service strengths and commitment to creating welcoming environment.
General Manager/ Assistant Manager/ Server
IHOP
Sacramento
01.2012 - 01.2018
- Achieved promotion from server to assistant manager by demonstrating leadership skills.
- Managed 30 employees and ran 8-table section, ensuring smooth operations and high service standards.
- Delegated duties to uphold restaurant appearance while fostering a respectful team environment.
- Balanced cash flow and handled clerical tasks to support overall restaurant operations.
- In a year span raising sales of restaurant 25%
- After promoted also our scores for inspections quite a bit higher as well
Customer Service/Server
BJ'S Brewery
Roseville
01.2010 - 01.2013
- Managed multiple sets of guests simultaneously while delivering exceptional customer service.
- Upsell guests from basic to full-service menu.
- Cultivated relationships with guests through personal experiences and active listening.
- Expanded regular guest base through successful referral generation.
- Received 2011 Star Award for demonstrating a positive attitude in customer interactions.
- Achieved leading performance status in my district for 2010 and 2011 through exceptional service.
Executive Assistant/Drafter
Nadel Architects LLP
Sacramento
01.2005 - 01.2007
- Collaborated on design of remodeled retail centers and stores, contributing to project vision.
- Coordinated with consultants and building inspectors to ensure accurate plans for submission.
- Conducted site walks and surveys to identify requirements prior to plan creation.
- Promoted within one year from Executive Assistant to Drafter
- Recognized as Employee of the Month for outstanding performance.
Education
Associates Degree - Computer Drafting & Design
ITT Technical Institute
Skills
- Maintains great service in high volume call center, and quickly provides the information that resolves their concerns
- Over 15 years of customer service
- 5 plus year experience in management roll
- Excellent time-management and multitasking abilities/ always punctual and dependable
- Passion for creating personal relationships with clients and transforming escalated situations into happy consumers
- Great at working as team player and never reluctant to dive into a task that presents itself
- Attention to detail
- Positive and professional
- Process improvement
- Problem solving
- Active listening
- Sales strategies
- Performance tracking
- Escalation management
- Problem-solving
- Critical thinking
- Call handling
- Script navigation
- Customer relationship management
- Complaint resolution
- Staff training
- Communication skills
- Conflict de-escalation
- Team collaboration
- Time management
- Microsoft outlook
- Professional telephone demeanor
- Conflict mediation
- Tactful and diplomatic
- Creative problem solving
- Computer proficiency
- Call center experience
- Adaptability and flexibility
- Punctuality and reliability
- Shipping and receiving
- In-store support
- Stock management
- Key holder experience
- Account updating
Training
Have completed over one hundred hours of sales and customer service training.
Timeline
Customer Service Representative
SP Staffing
01.2019 - 08.2026
Customer Service Representative
Right Sourcing
01.2018 - 01.2019
General Manager/ Assistant Manager/ Server
IHOP
01.2012 - 01.2018
Customer Service/Server
BJ'S Brewery
01.2010 - 01.2013
Executive Assistant/Drafter
Nadel Architects LLP
01.2005 - 01.2007
Associates Degree - Computer Drafting & Design
ITT Technical Institute