Michelle Stewart
Neenah
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Video Repair Supervisor
Charter Communications, Spectrum
01.2018 - Current
- Responsible for interviewing, hiring, and training cable repair employees.
- Handle supervisory calls from customers, troubleshoot, and resolve customer service issues.
- Complete follow-up with assigned representatives regarding their phone status, attendance, punctuality, and overall performance, perform weekly team meetings.
- Handle and resolve interdepartmental customer service and billing problems.
- Assist with quality assurance in monitoring and quality control of assigned representatives.
- Monitor and track assigned supervisory reports.
- Complete annual and mid-year performance reviews for assigned representatives.
- Assess performance and issue disciplinary action when necessary.
- Collaborating with peers to build high performing teams through best practice sharing.
- Coaching and developing agents to reach their personal and professional goals.
Supervisor
MDS Communications
08.2008 - 01.2018
- Generate weekly and month-end reports.
- Track and report performance metrics.
- Develop training and coaching curriculum with particular attention to speech analytics.
- Assist with new policy creation and implementation.
- Draft policy memos.
- Keep and track operation SOPs and policy documents.
- Prepare graphs for weekly staff meetings.
- Prepare and administer reviews for agents.
- Coordinate interdepartmental needs.
- Oversee disciplinary warnings and assure compliance with the policy.
- 4-10 hours of cold and warm calling for leads on special project campaigns to raise funds for political and non-political nonprofit organizations.
- Sales training for new hires and ongoing sales refresher courses
Customer Service Representative
Farmers Insurance Group
07.2015 - 08.2016
- Cold calling for leads.
- Answering phones.
- Taking payments.
- Faxing documents and setting up appointments.
- Obtained insurance licenses needed for sales.
- Data entry and fact-checking.
- Key holder.
- Performing credit and background checks
Education
Certificate - Human Resources Development
Cornell University
Ithaca, NY08-2025
Medical Assistant License -
Fox Valley Technical College
Associate Degree - Early Childhood Education
Fox Valley Technical College
01.1997
Skills
- Time management
- People management
- Manage multiple projects at one time
- Work independently and collaboratively
- Knowledge of voice, data, and television products and services
- Ability to handle customer complaints and escalations
- EQ trained
- Recruit, develop, and maintain team performance
- Proficiency with personal computer and software applications (ie, word processing, spreadsheets, etc)
- Shows judgment and initiative and to accomplish job duties
- 10 years of sales
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
Human Resources Essentials Certificate 09/25 – completion date
Timeline
Video Repair Supervisor
Charter Communications, Spectrum
01.2018 - Current
Customer Service Representative
Farmers Insurance Group
07.2015 - 08.2016
Supervisor
MDS Communications
08.2008 - 01.2018
Associate Degree - Early Childhood Education
Fox Valley Technical College
Certificate - Human Resources Development
Cornell University
Medical Assistant License -
Fox Valley Technical College
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