MICHELLE LIGAWA
Austin
Summary
Administrative Sales professional with proven track record in driving revenue and enhancing customer relationships. Skilled in coordinating sales activities, managing client accounts, and supporting sales teams to achieve targets. Known for strong teamwork, adaptability, and delivering consistent results in dynamic environments. Expertise includes CRM software, sales reporting, and problem-solving. Additional strengths include the ability to retain and apply new information efficiently and effectively. Professional endeavors encompass securing a position that enables me to maximize my multi-layer of administrative, sales and customer experience expertise.
Overview
26
26
years of professional experience
Work History
Sales Coordinator
ARS Rescue Rooter
09.2024 - 12.2025
- Coordinated scheduling and logistics for service appointments to optimize technician efficiency.
- Managed customer inquiries and resolved issues to enhance client satisfaction and retention.
- Streamlined communication between sales, operations, and field teams to ensure seamless workflow.
- Developed training materials for new hires to improve onboarding processes and operational knowledge.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Contributed to team objectives in fast-paced environment.
- Presented professional image consistent with company's brand values.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Event Worker
City of Austin via Apple One Staffing
05.2024 - 07.2024
- Setting up and breaking down stages, chairs, and other equipment; Coordinating with other staff members to ensure that all tasks are completed in timely fashion and assisting guests with any questions or issues they may have during the event
Property Tax Specialist (Contract)
CoreLogic
06.2021 - 11.2021
- Interfaced with customers to resolve 1st and 2nd tier/escalated customer service issues.
- Investigated, analyzed, coordinated and tracked moderately complex customer issues.
- Conducted research as needed. Escalated issues for action as appropriate to more senior or specialized staff for immediate action.
- Created and maintained logs, reports, records and files. Made proactive calls to determine issues requiring close attention
- Identify issues and work through resolutions. Performed order fulfillment, and received orders, reconcile information and track on Spreadsheets.
- Prepares customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
Pharmaceuticals QA Complaint Specialist (Contract)
Allergan Pharmaceuticals
11.2018 - 05.2019
- Responsible for researching and resolving customer inquiries while also creating an exciting, personalized and exceptional customer experience.
- Duties included having knowledge and familiarity of various software tools to resolve issues as efficiently and effectively as possible.
- Responsibilities also involved staying abreast of various emerging issues and routing to appropriate team for review and resolution.
Tier 1 Support Specialist
TELUS International
03.2018 - 10.2018
- Responsible for researching and resolving customer inquiries by utilizing CRM system while also creating an exciting, personalized exceptional customer experience.
- Duties include having knowledge and familiarity of various software tools in order to resolve issues as efficiently and effectively as possible.
- Responsible for staying abreast of various emerging issues and routing to appropriate team for review and resolution.
Data Entry Specialist (Contract)
TX TAG/ Convergys
01.2018 - 03.2018
- Main focus entailed reviewing, correcting, deleting or re-entering data; purging files to eliminate the duplication of data.
- As well as general customer service duties including applying monetary funds to accounts.
- Responsibilities also included routing customers to appropriate toll authorities.
- Maintained customer confidence and protected operations by keeping information confidential.
- Accomplished department and organization mission by completing related results as needed.
- Became familiar with policies, products, and procedures, as well as the business and organization.
- Evaluated applicant’s medical history, making sure they are in accordance to departmental and company guidelines and standards.
Medical Referral Specialist (Contract)
Superior HealthPlan
11.2017 - 12.2017
- Assisted in monitoring utilization of medical services to assure cost effective use of medical resources through processing prior authorizations.
- Responsibilities also included initiating authorization requests for outpatient and inpatient services in accordance with prior requests.
- Duties also included verifying eligibility and benefits as well as data entry of authorizations into the system.
- Position also involved serving as front-line telephonic customer service rep to providers.
Technical Support (Seasonal)
Apogee
08.2017 - 10.2017
- Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
- Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gathered customer’s information and determined the issue by evaluating and analyzing the symptoms;
- Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV and VOIP;
- Researched required information using available resources;
- Followed standard processes and procedures;
- Identified and escalated priority issues per Client specifications;
- Redirected problems to appropriate resource;
- Accurately process and record call transactions using a computer and designated tracking software;
- Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organized ideas and communicated oral messages appropriate to listeners and situations;
- Followed up and made scheduled callbacks to customers as necessary;
- Stay current with system information, changes and update
Estimating Coordinator (Contract)
Hull Supply Company
03.2017 - 05.2017
- Duties consisted of assisting Project managers and Construction Department in relating information, tracking, filing and distributing information to all related parties.
- Accountable for maintaining all construction information in a consistent, organized and orderly fashion for all others in the project team.
- Duties included uploading and downloading files from internet and other related internal systems and researching as well as utilizing other technology/software as required.
- Position also included updating vendor/subcontractor information on company database to assist in prequalification of vendor/subcontractors.
Customer Service Representative
Hastings Communications
10.2016 - 02.2017
- Managed communication network of the organization and provide assistance to callers by responding to their requests;
- As well as transfer calls to concerned departments or take messages on their behalf.
Data Entry Specialist II (Contract)
Drilling Info
01.2015 - 10.2015
- Responsible for a variety of internal processes required for making an exceptional experience for customers seeking to obtain real time information in regard to oil and gas wells within the US for hydraulic fracturing purposes; including delivering client feedback to development teams to enhance future products and services.
Customer Service Representative
Grande Communications
12.2013 - 11.2014
- Interacted with customers to assist with a variety of customer inquiries and issues, including correcting errors and discrepancies on customers’ billing statements as necessary.
- Facilitated successful outcomes of customer inquiries, up to and including responsible escalations.
- Demonstrated strong ability to analyze and solve problems regarding billing, service, or sales issues.
- Promoted Grande products and services based on the customer’s needs and interests and in accordance with business goals.
- Represented the company in a positive, professional, and ethical manner while working to exceed customers’ expectations.
Data Entry Operator
GILA LLC
03.2013 - 08.2013
- Responsibilities included complex data entry of toll road images into database.
Collections
Financial Corporation of America
04.2012 - 10.2012
- Responsible for making outbound calls to patients and third-party companies to collect on delinquent medical accounts as well as processing payments.
Customer Representative / Citywide Information
City of Austin/ Austin Energy
11.2006 - 02.2007
- Responsible for inbound calls for various city departments from citizens requesting assistance with City of Austin services.
- Accountable for accurately establishing and responding to citizen and internal document requests for services and information.
Customer Service Operations
Marsh McLennan
01.2006 - 03.2006
- Received calls for clients routed to the team and providing customer service to meet company expectations and client standards.
- Provided appropriate professional liability details and information; Achieved established quantity and quality standards to ensure optimum service to callers;
- Communicated trends in calls to management; Increased insurance knowledge through continuing education participation
Lead Generation Representative
DMG / The Lead Dogs
10.2005 - 12.2005
- Accountable for gathering business environment data, positioning client product benefits/features and qualifying prospects need, authority, timeframe to purchase and budgetary information.
- Responsibilities involved entry of data received from the phone call into a proprietary database to ensure that all prospect information is captured accurately and promptly to meet or exceed required output levels.
Shareowner Operations Specialist
Janus Mutual Funds
02.2000 - 09.2000
- Duties consisted of proofreading and processing applications for potential and existing mutual fund investors; complex alpha-numeric data entry, including handling monies for various mutual fund accounts.
Education
B.A.A.S - Major
Austin Community College
Austin, TX01.2006
B.A.A.S - Major
Art Institute of Austin
Austin, TX01.2013
Skills
- Customer engagement skills
- Detail-oriented data management
- Goal setting and evaluation
- Genuine enthusiasm for tasks
- Proven leadership abilities
- Sales performance reporting
- Critical analysis
- Commitment to goal achievement
- Team management expertise
- Lead generation expertise
Timeline
Sales Coordinator
ARS Rescue Rooter
09.2024 - 12.2025
Event Worker
City of Austin via Apple One Staffing
05.2024 - 07.2024
Property Tax Specialist (Contract)
CoreLogic
06.2021 - 11.2021
Pharmaceuticals QA Complaint Specialist (Contract)
Allergan Pharmaceuticals
11.2018 - 05.2019
Tier 1 Support Specialist
TELUS International
03.2018 - 10.2018
Data Entry Specialist (Contract)
TX TAG/ Convergys
01.2018 - 03.2018
Medical Referral Specialist (Contract)
Superior HealthPlan
11.2017 - 12.2017
Technical Support (Seasonal)
Apogee
08.2017 - 10.2017
Estimating Coordinator (Contract)
Hull Supply Company
03.2017 - 05.2017
Customer Service Representative
Hastings Communications
10.2016 - 02.2017
Data Entry Specialist II (Contract)
Drilling Info
01.2015 - 10.2015
Customer Service Representative
Grande Communications
12.2013 - 11.2014
Data Entry Operator
GILA LLC
03.2013 - 08.2013
Collections
Financial Corporation of America
04.2012 - 10.2012
Customer Representative / Citywide Information
City of Austin/ Austin Energy
11.2006 - 02.2007
Customer Service Operations
Marsh McLennan
01.2006 - 03.2006
Lead Generation Representative
DMG / The Lead Dogs
10.2005 - 12.2005
Shareowner Operations Specialist
Janus Mutual Funds
02.2000 - 09.2000
B.A.A.S - Major
Art Institute of Austin
B.A.A.S - Major
Austin Community College