Summary
Overview
Work History
Education
Skills
Timeline
AccountManager

Michelle Longo

Call Center Rep
Jacksonville,FL

Summary

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

21
21
years of professional experience

Work History

Substitute Teacher, K-12

Ess
10.2024 - Current
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.

Virtual Receptionist

MAP Communications
08.2017 - 09.2024
  • Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
  • Served as an integral part of the virtual reception team through consistent reliability and punctuality during scheduled shifts.
  • Resolved customer issues quickly with timely communication between relevant parties while maintaining a professional demeanor at all times.
  • Increased productivity with thorough knowledge of company services, products, and personnel roles to effectively address caller inquiries.
  • Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
  • Utilized medical software systems effectively to manage patient records, appointment scheduling, and overall office organization efficiently.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Answered phone calls and messages for multiple physician, medical facility, scheduling appointments, and handling patient inquiries.

Travel Info Agent

Long Island Bus
09.2004 - 08.2016
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

High School Diploma -

Freeport Highschool
Freeport
06-2000

Skills

  • Student engagement, Positive reinforcement, Multi-subject instruction
  • Special needs support, Active listening, Critical thinking, Data entry
  • Customer relations, Problem resolution, Call center experience
  • Computer proficiency, Conflict resolution, Complaint handling
  • Complaint resolution, Payment processing, Customer satisfaction measurement, Professional telephone demeanor
  • Call center operations, Scheduling, Product knowledge
  • Appointment scheduling, Order processing, Data collection

Timeline

Substitute Teacher, K-12

Ess
10.2024 - Current

Virtual Receptionist

MAP Communications
08.2017 - 09.2024

Travel Info Agent

Long Island Bus
09.2004 - 08.2016

High School Diploma -

Freeport Highschool

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