Michelle Kuy
The Colony,TX
Summary
Team oriented leader with proven leadership and motivational skills successful in helping group members achieve business goals. Respectful and clear communicator focused on enhancing teamwork and collaboratively addressing challenges with logical approaches. Skilled in building relationships and enhancing employee satisfaction to drive work performance.
Overview
15
15
years of professional experience
Work History
Service Group Supervisor
Real Manage LLC
06.2021 - Current
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Assisted in interviewing and hiring of new candidates.
- Built high-performing teams by recruiting top talent and promoting a culture of continuous learning and development.
- Optimized resource allocation for improved project outcomes and streamlined operations.
Customer Service Agent (Billing)
Spectrum
11.2018 - 04.2020
- Multi-tasking through multiple screens and monitors to assist customers with any billing inquiries
- Providing legendary customer service
- Experience with CSG and gateway for adequate call control
- Handling 70-80 inbound calls per day
- Exceeding daily stats (Average handle time, after call work, first call resolution, adherence, voice of the customer surveys) and earning multiple top performer certificates.
Commercial Account Agent
TX
07.2017 - 09.2018
- Monitor burglary/fire/panic signals that come in
- Dispatch the police/fire/EMS department if necessary
- Notifying the call list, and making sure instructions on every account are followed correctly
- Making sure customers are satisfied with alarm system, and offering technical assistance if needed
- Multi-tasking through multiple tabs and screens
Collection Specialist
Loan Me
10.2016 - 05.2017
- Collecting payments for past due accounts via debit card/check by phone
- Making sure calls were in compliance through FDCPA and company's rules/regulations
- Answering customer concerns and navigating through different task screens
- Negotiating with customers who weren't able to pay while offering alternate solutions and consequences of non-payment.
First Party Collector
The CMI Group
12.2013 - 02.2016
- Collecting payments for Time Warner Cable in North Carolina/South Carolina and Texas
- Ability to take credit card and check payments via telephone
- Demonstrated ability to log all notes and follow up information accurately.
Shift Leader
Nickel Mania
06.2009 - 10.2013
- Monitor customer areas and relocate staff duties to maximize coverage and efficiency
- Answer customer questions and resolve issues promptly
- Promote a positive atmosphere and go above and beyond to guarantee customer satisfaction
- Kept area neat, clean, and organized at all times.
Education
Associates Degree in AA -
Brookhaven Community College
Farmers Branch, TXHigh School Diploma -
Newman Smith High School
Carrollton, TX01.2010
Skills
- Knowledgeable in Microsoft Office
- Five years in a Call Center environment
- Four years of experience in a childcare atmosphere
- Four years of cash handling experience
- Proven ability to take 50-75 inbound and 250-300 outbound calls per day
- Ability to type 45 words per minute
- Shift Management
- Negotiation
- Statistics
- Research
Accomplishments
- Achieving the Golden Mic Award during my first month on the floor.
- Utilizing skip tracing tools to get in contact with the borrower. (Experian, Accurint, 411)
Timeline
Service Group Supervisor
Real Manage LLC
06.2021 - Current
Customer Service Agent (Billing)
Spectrum
11.2018 - 04.2020
Commercial Account Agent
TX
07.2017 - 09.2018
Collection Specialist
Loan Me
10.2016 - 05.2017
First Party Collector
The CMI Group
12.2013 - 02.2016
Shift Leader
Nickel Mania
06.2009 - 10.2013
Associates Degree in AA -
Brookhaven Community College
High School Diploma -
Newman Smith High School
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