Michelle Louis
Mount Vernon
Summary
Dynamic Customer Care Coordinator with a proven track record, excelling in cross-cultural communication and client support. Enhanced operational efficiency through innovative scheduling and coordination, while consistently delivering exceptional service. Adept at problem resolution and fostering strong relationships, ensuring client satisfaction and compliance with service standards.
Overview
9
9
years of professional experience
Work History
Customer Care Coordinator
Resolute Home Care
Stamford
01.2020 - Current
- Delivered concierge-level customer service by addressing client inquiries in English, Creole, and French.
- Coordinated client schedules according to preference.
- Assisted in event planning and logistics for company-wide charity events and meetings.
- Trained new staff on company policies and procedures.
- Created efficient communication channels across departments, improving workflow and client satisfaction.
- Maintained accurate records of expenses, budgets, and vendor contracts, ensuring operational efficiency.
- Coordinated communication between clients and caregivers to ensure service satisfaction.
- Managed scheduling of caregiver assignments for optimal client coverage.
- Assisted with onboarding new staff by providing training and resources.
- Developed and maintained client files to ensure accurate record-keeping.
- Resolved client inquiries promptly to enhance customer experience.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Converted incoming calls into booked consultations.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Exceeded company productivity standards on consistent basis.
- Conducted regular follow-up calls with customers to ensure satisfaction.
- Updated organizational databases with customer information.
- Implemented customer service process improvements to limit wait times.
Home Client Representative
Westchester Care at Home
White Plains
01.2018 - 12.2019
- Managed scheduling and care services for 100+ clients, ensuring exceptional guest care standards.
- Acted as a liaison for clients, caregivers, and healthcare professionals, fostering trust and satisfaction.
- Developed personalized care plans, addressing client needs and cultural preferences.
- Implemented digital systems to enhance service delivery and streamline communication.
- Resolved client concerns promptly, ensuring compliance with service standards.
Care Coordinator
Almost Family
Stamford
01.2017 - 12.2018
- Coordinated schedules for 200+ employees, ensuring optimal staffing and guest satisfaction.
- Processed payroll and managed client billing with efficiency and accuracy.
- Delivered consistent, high-quality customer service, addressing diverse client needs.
- Ensured compliance with organizational standards while maintaining a positive guest experience.
Education
Bachelor of Science -
Mercy College
Dobbs Ferry, NY12.2013
Associate of Arts -
Westchester Community College
Valhalla, NY12.2010
Skills
- Cross-cultural communication
- Client support
- Guest Relations
- Reservation Management Systems
- Problem Resolution
- Front Office Operations
- Customer experience improvement
- Escalation management
- Team management
- Strong leadership
- Calm and professional under pressure
- Microsoft exchange
- Account reconciliation
- Customer engagement chat
- Event Planning
- Logistics
- Inventory Management
- Payroll Systems
- Financial Reporting
- Team-oriented
- Hybrid Support
- CRM Systems
- QuickBooks
- Microsoft Office Suite
- Budgeting
- Adaptability to New Technologies
- Customer Service Platforms
- Guest Services Etiquette
- Cultural Awareness
- Attention to Detail
- Independent Work
- Problem Solving
- Client needs assessment
- Scheduling optimization
- Quality assurance processes
- Problem solving
- Customer service strategies
- Customer relationship management
Timeline
Customer Care Coordinator
Resolute Home Care
01.2020 - Current
Home Client Representative
Westchester Care at Home
01.2018 - 12.2019
Care Coordinator
Almost Family
01.2017 - 12.2018
Bachelor of Science -
Mercy College
Associate of Arts -
Westchester Community College