Michelle Luciani
Fort Myers
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
JCI-York
Fort Myers
08.2022 - Current
- Updated system with order specifics and customer details, preferences, and billing information.
- Prevented key account losses by researching discrepancies and correcting problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Performed scheduled inventory counts and supply audits.
Office Manager
Lindeman's Heating and Cooling
Bonita Springs
08.2020 - 08.2022
- Monitored inventory levels and placed orders when needed.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coded and entered daily invoices with in-house accounting software.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Delegated work to staff, setting priorities and goals.
911 Dispatcher /Juvenile Probation Officer
State Of Florida Department Of Transportation
Fort Myers
10.2014 - 12.2018
- Used radio, telephone and computer system to update first responders with new information.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
- Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
- Provided orientation sessions for newly hired dispatchers; assisted them with learning CAD systems and other job related software.
- Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
- Advised supervisors on new methods for improving efficiency of operations within communications center.
- Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
Education
Bachelor of Arts - Criminal Justice
Florida Gulf Coast University
Fort Myers, FL05-2009
Skills
- Customer service
- Order management
- Inventory management
- Data entry
- Team collaboration
- Time management
- Problem solving
- Communication skills
Timeline
Customer Service Representative
JCI-York
08.2022 - Current
Office Manager
Lindeman's Heating and Cooling
08.2020 - 08.2022
911 Dispatcher /Juvenile Probation Officer
State Of Florida Department Of Transportation
10.2014 - 12.2018
Bachelor of Arts - Criminal Justice
Florida Gulf Coast University
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