Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Lefear

Grand Rapids,MI

Summary

CUSTOMER CARE MANAGEMENT ~ CUSTOMER SERVICE ~ Adept in training staff & business turnaround for enhanced productivity, morale, & retention. Articulate, diligent and hardworking career professional with over 12 + years of leadership and business success with customer service leading staff and /operations to greater levels of productivity, efficiency, and profitability. Consistently attained top rankings for customer satisfaction resulted in a high volume of repeat and referral business. Adaptable and resourceful with a strong work ethic and an established reputation for quality, exactness and results.

Overview

26
26
years of professional experience

Work History

Retention Specialist

Charter Communications
04.2020 - Current
  • Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
  • Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques
  • Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work etc
  • Answer questions pertaining to billing inquires, pricing packaging of products and services, and service complaints
  • Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
  • Services to existing customers in an effort to re-sell and retain
  • Acquire and demonstrate thorough knowledge of competitors' pricing, packaging, and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services
  • Have a full understanding of and consistently demonstrate proficiency at explaining all products and Perform other duties as requested by Supervisor

Store Operations Manager

Party City Corporation
06.2008 - 01.2019
  • Recruit, hire, train, and develop staff of retail sales associates
  • Apply policies and procedures for customer service, sales, merchandising, and brand management
  • Administer HR processes and routines
  • Provide feedback to staff for performance improvement and maintain employee records
  • Conduct daily opening/closing functions
  • Communicate with corporate on current and upcoming business plans and promotions
  • Enforce loss prevention and inventory control standards
  • Assumed role at a time when store was suffering from low morale and poor productivity, created/applied motivational plans/programs that greatly improved worker contributions, encouraged loyalty, and grew staff retention
  • Brought store from $1M to $2.5M in yearly sales and awarded bonus each year in position.

Store Development Manager

Dollar General
01.2004 - 06.2008
  • Charged with start-up and business development for a new retail store location
  • Recruited, trained, and hired staff, communicated corporate policies/procedures and expectations, and brought team up-to-speed for a successful grand opening with sustained revenue
  • Played a key role in new business start-up and all grand opening requirements for a store that grew to multimillion dollar profitability.
  • Monitored resource allocation, budget development and personnel recruitment for multiple [Type] projects
  • Managed [Number] individual projects simultaneously for product lifecycle development
  • Monitored product pricing and legal requirements
  • Directed product development efforts using industry-specific tools to increase sales and overall company productivity

Store Manager

Dollar General
02.2003 - 01.2004
  • Managed retail sales associates and provided operational oversight for all customer service, sales, and merchandising
  • Applied corporate policies/procedures, controlled expenses, shrinkage, and inventory levels
  • Ordered product, accounted for incoming shipments, stocked shelves, and arranged merchandise displays
  • Set plan-o-grams and created promotional displays
  • Promoted from Store Manager to Store Development Manager based upon exemplary on-the-job contributions
  • Maintained an upbeat, customer-oriented environment and worked as a team to meet or exceed defined sales quotas.

Manager of Operations

Big Lots
08.1997 - 11.2001
  • Recruited into position and charged with business turnaround of a poorly producing store that had suffered from declining revenue
  • Hired and trained staff, and motivated team to meet all customer service, sales, and brand management initiatives
  • Applied corporate policies/procedures, accounted for incoming shipments, and maintained inventory control
  • Trained and mentored many retail sales associates who advanced into managerial roles with the company
  • Selected by corporate to serve as a Store Development Manger as requested and traveled to other unproductive locations to place businesses back on track for sales and profitability.

Education

Bachelor of Science - Business Management

Davenport University

Skills

  • Customer Service Management
  • Operations Management
  • HR Management
  • Staffing/HR
  • Team Leadership
  • Business Support
  • Operational Streamlining
  • Training & Development
  • Program Management
  • Contract Management
  • Regulatory Compliance
  • Planning & Scheduling
  • Process Improvement
  • Customer Service & Client Relations
  • Reviewing & Assessing
  • Counseling & Advising
  • Recording & Reporting
  • Communications & Negotiations
  • Conflict Resolution
  • Follow-Up & Problem Solving
  • Cost Control

Timeline

Retention Specialist

Charter Communications
04.2020 - Current

Store Operations Manager

Party City Corporation
06.2008 - 01.2019

Store Development Manager

Dollar General
01.2004 - 06.2008

Store Manager

Dollar General
02.2003 - 01.2004

Manager of Operations

Big Lots
08.1997 - 11.2001

Bachelor of Science - Business Management

Davenport University

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Michelle Lefear