Michelle Lewallen
Austin,TX
Summary
Proven Mobile Technician with a track record of enhancing customer satisfaction and loyalty at Charter Spectrum, adept in mobile networking and educating customers. Leveraged remote support and quality standards to exceed service expectations, achieving significant improvements in device repair turnaround times. Skilled in both technical troubleshooting and empathetic client communication, consistently fostering positive outcomes.
Overview
12
12
years of professional experience
Work History
Mobile Technician
Charter Spectrum
12.2023 - Current
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Collaborated with colleagues to develop best practices for common mobile device issues, raising overall service quality.
- Implemented strict quality control measures to ensure all repairs met company standards before returning devices to customers.
- Enhanced customer satisfaction by providing timely and efficient mobile device repairs.
- Diagnosed and resolved technical issues for a wide range of mobile devices, resulting in increased customer loyalty.
- Assisted customers with troubleshooting tips over the phone, minimizing downtime for their devices.
- Meticulously documented repair procedures, contributing to an extensive knowledge base within the team.
- Served as a valuable resource for coworkers seeking advice on difficult repairs or unique challenges encountered during servicing jobs.
- Educated clients on proper device care to minimize future damage and improve longevity of their equipment.
- Developed customized solutions when standard fixes were insufficient, showcasing adaptability in problem-solving capabilities.
- Contributed to a positive work environment by fostering teamwork and open communication among peers.
- Researched and recommended network and data communications hardware and software.
- Completed complex device repairs under tight deadlines, meeting or exceeding client expectations consistently.
- Expanded expertise by staying current on emerging trends in mobile technology and repair techniques.
Correspondence Specialist
TTEC Services
12.2020 - 11.2023
- Enhanced communication between departments by drafting and distributing internal memos and announcements.
- Supported executive staff by preparing concise summaries of relevant news articles or industry updates.
- Organized and maintained critical communications.
- Streamlined correspondence processes by implementing efficient filing systems for both physical and electronic documents.
- Multi-tasked and tracked multiple priorities in fast-paced environment.
- Expedited resolution of customer complaints through prompt investigation into their concerns and effective problem-solving strategies.
- Coordinated cross-functional meetings and conference calls, ensuring clear communication among all participants.
- Elevated team performance through consistent coaching on proper writing techniques, formats, style guidelines, tone adjustments according to audience needs.
- Edited and reviewed communications for tone and quality.
- Contributed to successful project completion by proofreading final drafts of important documents for errors or inconsistencies.
- Developed documents in Word and maintained Excel databases.
- Reduced response time to inquiries by prioritizing emails, letters, and phone calls from customers, stakeholders, or colleagues.
- Maintained strict confidentiality when handling sensitive materials or client information.
- Consistently met deadlines on projects requiring collaboration across multiple departments within the organization.
- Ensured accuracy of information provided to clients by thoroughly researching topics before composing responses.
- Participated in editorial meetings to discuss story ideas and content.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Customer Service Representative
Gila
10.2019 - 12.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Manager
SUBWAY®Restaurants
01.2012 - 10.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Education
GED -
Hastings High School
Houston, TX06.2016
Skills
- Mobile Networking
- Remote Support
- Operating System Knowledge
- Software Installation
- Network configuration
- Warranty Services
- Quality Standards
- System updates
- Data Recovery
- Mobile Security
- Mobile Device Management
- Performance Optimization
- Equipment installation and repair
- Electrical Troubleshooting
- Educating customers
- Documenting activities
Core Competencies
Problem solving abilities, fostering enthusiasm for projects, empowering employees, garner credibility, goal management, team work, time management, adaptability, responsibility, integrity, Commitment to excellence, Ambitious, Results-Driven, Avid learner
Timeline
Mobile Technician
Charter Spectrum
12.2023 - Current
Correspondence Specialist
TTEC Services
12.2020 - 11.2023
Customer Service Representative
Gila
10.2019 - 12.2020
Manager
SUBWAY®Restaurants
01.2012 - 10.2019
GED -
Hastings High School