Michelle Koehn
Little Rock,AR
Overview
10
10
years of professional experience
Summary
Dynamic Senior Customer Service Representative with a proven track record at Park Hill Collection, excelling in complaint resolution and customer relations. Adept at utilizing Salesforce CRM to enhance service delivery and foster long-term client relationships. Recognized for training staff and improving processes, ensuring exceptional customer satisfaction and operational efficiency. Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Work History
Senior Customer Service Representative
Park Hill Collection
Little Rock, AR
05.2021 - Current
- Facilitated customer inquiries and service requests to elevate satisfaction levels.
- Learned company products and services to provide accurate information.
- Managed customer complaints effectively, ensuring timely resolution.
- Utilized CRM software to track interactions and maintain detailed records.
- Collaborated with team members to streamline workflow processes.
- Adapted quickly to new software tools for improved service delivery.
- Supported training initiatives for new staff on customer service protocols.
- Provided feedback on customer trends to assist in process improvements.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Mentored junior representatives to improve service delivery and team performance.
Office Assistant
Chenal Heating and Air
Little Rock
12.2018 - 05.2021
- Streamlined office file organization and maintenance to optimize document retrieval efficiency.
- Managed scheduling and coordinated meetings, streamlining communication among team members.
- Processed incoming and outgoing correspondence, ensuring timely information flow within the office.
- Assisted in the preparation of reports and presentations, contributing to project clarity and professionalism.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Fostered positive work environment, coordinating team-building activities and maintaining clean and organized office space.
- Streamlined communication within office, ensuring timely dissemination of important information to all staff members.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
- Increased team productivity, organizing and scheduling appointments and meetings without overlap.
- Improved data accuracy, entering and updating records in database with keen eye for detail.
- Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Organized and maintained office files, enhancing document retrieval efficiency.
Customer Service Representative
Magna IV
08.2016 - 12.2018
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and prompt service.
- Collaborated with team members to improve response times and streamline communication processes.
- Trained new staff on customer service protocols and company policies for enhanced performance.
- Analyzed customer feedback to identify improvement areas, leading to refined service strategies.
- Made promotional presentations for sales representative for their customers
- Placed all promotional orders for sales representative and company.
- Invoiced customers
- Answered customers questions on their accounts
- Placed orders and made sure they came in on a timely manner
- Assisted salespeople with processing orders
Skills
Customer support
Complaint resolution
Quality assurance
Payment processing
Call control
Staff training
Database maintenance
Credit card processing
Order fulfillment
Service recommendations
De-escalation techniques
Live chat support
Email management
Call auditing
Representative training
Customer service
Problem resolution
Process improvement
Calm under pressure
Understanding customer needs
Customer relations
Issue and complaint resolution
Teamwork and collaboration
Relationship building
Computer skills
Calm and professional under pressure
Customer data confidentiality
Microsoft office
Customer account management
Inbound call management
Remote office availability
Employee coaching
Document and records management
Product knowledge
Salesforce CRM
MS office
Professional telephone demeanor
Call documentation
Order processing
Recordkeeping strengths
Data entry
Administrative and office support
Work prioritization
Transaction processing
Brand representation
Billing adjustments and refunds
Multi-line phone talent
Office equipment proficiency
Product sales
Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Senior Customer Service Representative
Park Hill Collection
05.2021 - Current
Office Assistant
Chenal Heating and Air
12.2018 - 05.2021
Customer Service Representative
Magna IV
08.2016 - 12.2018