Michelle Lawrence
Daytona Beach,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative (Phone, Chat, and Fraud Prevention)
W.B. Mason
07.2021 - 01.2024
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Assist customers with issues and questions about their order via phone and chat platform
- Updated account information to maintain customer records.
- Promptly responded to inquiries and requests from prospective customers.
- Answer customer billing questions including invoices, credits, purchase orders, and attempts to collect outstanding balances
- Promoted to the Marketing Development team in January 2022 thanks to my attention to detail, to research newly acquired accounts looking for fraud (while still doing chat part of the day)
- Serve a book of business with billing issues, collecting payment, account maintenance, order issues, identifying the best products to meet their needs, and placing orders
- Corresponding with warehouses, Logistics, Accounts Receivable, and Sales Representatives to resolve customers’ order issues and follow up with an account of how it was resolved, including billing and shipping details so they will not have to reach back out for these details.
Medicare Sales
e-Telequote Insurance
08.2020 - 11.2020
- Licensed and appointed in 18 states with all major health insurance carriers
- Built rapport and established trust with clients in order to close the sale
- Guided clients through the Medicare plan selection process.
- Streamlined application processes for potential clients, resulting in improved client acquisition rates.
Call Center Associate
TTEC
04.2019 - 08.2020
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Gathered information and answered questions for customers on their auto insurance accounts
- Assisted in bill payment and vehicle additions among multiple other functions
- Counseled seniors through Medicare enrollment by sharing product knowledge.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Loss Drafts Associate
Proctor Financial
09.2018 - 03.2019
- Aided borrowers in navigating the process of insurance claim fund distribution
- Clarified processes making them simpler to understand for frustrated homeowners
- Logged submitted paperwork and advised homeowners of what paperwork was still required.
Customer Interaction Representative/Dealer Support Team
Autopoint/DME
05.2017 - 09.2018
- Coordinated customer’s needs with dealership requirements
- Operated within standards set for quality and time management
- Promoted to Dealer Support after eight months where I helped solve problems with online appointment tools, corrected complaints from dealers, and worked with account reps to provide the most up-to-date information for multiple dealer’s profiles.
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
Substitute Teacher
Volusia County Schools
03.2013 - 06.2015
- Interpreted given instructions and executed effective lessons
- Developed supplemental lessons or materials when necessary
- Adapted to a diverse set of communities and cultures.
Reading Teacher
Heritage and Campbell Middle Schools
10.2010 - 06.2012
- Varied teaching methods for students with multiple levels of reading background
- Observed and kept records of progress through written, verbal, and/or visual assessments
- Prepared and implemented interdisciplinary literature studies on various themes, including diversity, heritage, and bullying.
- Created positive and engaging environment in classroom that encouraged literacy skills.
- Boosted student fluency rates by utilizing effective instructional strategies during small group instruction.
- Worked closely with parents and guardians to address students' issues on multiple fronts.
- Conducted assessments of students to determine individual needs.
Education
Bachelor of Science (Elementary Education - 3.67 GPA) -
University of Central Florida
Orlando/Daytona Beach, FL12.2010
Skills
- Critical Thinking
- Computer Skills
- Netsuite ERP
- Customer Data Confidentiality
- Warehousing functions
- [Software] CRM system proficiency
- Complaint resolution
- Following scripts
- Shipping and Logistics
- Microsoft Office Suite
- Remote Office Availability
- Reading Comprehension
- Microsoft Excel
- Building rapport
- Problem-solving abilities
- Live chat support
- Customer Service
- Documentation
- Escalation management
- Order Processing
- Account updating
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative (Phone, Chat, and Fraud Prevention)
W.B. Mason
07.2021 - 01.2024
Medicare Sales
e-Telequote Insurance
08.2020 - 11.2020
Call Center Associate
TTEC
04.2019 - 08.2020
Loss Drafts Associate
Proctor Financial
09.2018 - 03.2019
Customer Interaction Representative/Dealer Support Team
Autopoint/DME
05.2017 - 09.2018
Substitute Teacher
Volusia County Schools
03.2013 - 06.2015
Reading Teacher
Heritage and Campbell Middle Schools
10.2010 - 06.2012
Bachelor of Science (Elementary Education - 3.67 GPA) -
University of Central Florida