Summary
Overview
Work History
Education
Skills
Timeline
Generic
Michelle Lewallen

Michelle Lewallen

Austin

Summary

With decades of experience in customer service, I have handled thousands of calls and customer interactions, honing my ability to resolve inquiries efficiently and with empathy. My professional journey has been shaped largely by call center roles, complemented by hands-on retail experience, which has instilled in me a proactive approach and adaptability to diverse challenges. My resilience, commitment, and attention to detail drive me to consistently exceed expectations, ensuring a positive and professional experience for every customer I assist.

Overview

15
15
years of professional experience

Work History

Activation Agent

Spectrum
Austin
08.2023 - 05.2025
  • Activated cell phones, tablets, and watches.
  • Assisted seasonal customers in finding and activating necessary apps for Spectrum Mobile service.
  • Applied credits when necessary and processed payments.
  • Noted each account opened during phone conversations.
  • Participated in weekly training sessions for new or updated services and products.
  • Consistently met monthly KPIs as per corporate guidelines.

Correspondent Agent

TTEC
Austin
12.2020 - 08.2023
  • Handled high volumes of correspondence, ensuring timely and accurate responses to customer inquiries.
  • Served as a key point of contact for resolving complex issues related to products and services.
  • Developed and maintained comprehensive knowledge of company protocols to provide precise and efficient support.
  • Consistently achieved performance metrics, demonstrating a commitment to excellence in customer satisfaction.

Customer Service Agent

Maximus
Austin
10.2019 - 11.2020
  • Provided assistance to individuals navigating Medicaid and CHIP benefits, ensuring accurate and timely enrollment.
  • Resolved escalated inquiries related to coverage and eligibility, maintaining a high level of professionalism.
  • Documented all interactions and followed up with clients to ensure satisfaction and completion of the enrollment process.
  • Collaborated with internal teams to address systemic issues and improve service delivery.
  • Maintained a consistently high customer satisfaction rating, reflecting dedication to service quality.

Collections Agent

MSB Consulting
Austin
02.2019 - 10.2019
  • Provided targeted consulting services to educational institutions, focusing on Medicaid reimbursement processes.
  • Analyzed compliance documentation to ensure adherence to state and federal regulations.
  • Developed and delivered training sessions for staff on accurate reporting and efficient workflow procedures.
  • Utilized data-driven strategies to optimize reimbursement timelines, resulting in improved financial outcomes for clients.
  • Maintained clear and consistent communication with stakeholders to address concerns and streamline operations.

Customer Service Representative

Gila LLC
Austin
07.2018 - 02.2019
  • Managed a high volume of customer interactions, handling over one hundred calls daily for CTRMA regarding payments or disputes over toll charges.
  • Investigated and rectified incorrect billing by escalating issues such as incorrect vehicle images on client invoices, ensuring accurate resolutions.
  • Adjusted account balances using company software and meticulously documented all actions and client details to maintain comprehensive records.
  • Provided proof of payments to clients via email and offered proactive support to the billing department, processing 300 to 400 invoices per billing cycle while continuing to manage client calls efficiently.

Quality Assurance Specialist

Tito's Handmade Vodka
Austin
06.2016 - 07.2018
  • Conducted meticulous inspections of each bottle to identify and remove any potential debris in the vodka, ensuring that every product met stringent quality standards before reaching clients.
  • Managed inventory of defective bottles, tracking and recording all quality issues to provide insights for upper management.
  • Collaborated closely with leadership on special projects aimed at improving operational efficiency and product quality.
  • Ensured accuracy in labeling and verifying mailing addresses for client shipments, reinforcing commitment to delivering excellence in every aspect of production and client interaction.

Subway Restaurant Manager

Austin
11.2010 - 06.2016
  • Oversaw daily operations of the restaurant, ensuring smooth workflow and excellent customer service.
  • Created employee schedules, conducted interviews, hired new team members, and made decisions regarding staff performance.
  • Managed inventory controls, performing weekly counts and coordinating truck deliveries to replenish stock shortages.
  • Prepared ingredients, ran the cash register, and fulfilled catering orders.
  • Promoted and organized special offers, ensuring the restaurant met branding standards while driving sales.
  • Made daily deposit drops and maintained accurate financial records.
  • Fostered team collaboration, trained employees, and maintained cleanliness and adherence to food safety standards while consistently meeting customer expectations.

Education

G.E.D -

GED Testing Center
Austin, TX
08.2016

Skills

  • Customer Service Excellence
  • Call Center Operations
  • Mobile Device Activation
  • Insurance Enrollment
  • Payment Processing
  • Account Management
  • Quality Assurance
  • Problem Solving
  • Team Collaboration
  • Training and Development
  • Inventory Management
  • Scheduling and Appointment Setting
  • KPI Achievement

Timeline

Activation Agent

Spectrum
08.2023 - 05.2025

Correspondent Agent

TTEC
12.2020 - 08.2023

Customer Service Agent

Maximus
10.2019 - 11.2020

Collections Agent

MSB Consulting
02.2019 - 10.2019

Customer Service Representative

Gila LLC
07.2018 - 02.2019

Quality Assurance Specialist

Tito's Handmade Vodka
06.2016 - 07.2018

Subway Restaurant Manager

11.2010 - 06.2016

G.E.D -

GED Testing Center

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