Michelle Marra
Willowbrook,IL
Summary
Call Center/Scheduling Manager experienced in overseeing sales team, answering high volume calls including deescalating customer issues and complaints, collecting customer data over the phone, meeting daily goals. Along with tracking KPI's and utilizing CRM databases. Proficient in Microsoft Word, Excel, Powerpoint, Outlook, and Zoho applications.
Overview
6
6
years of professional experience
Work History
Call Center Representative
DialAmerica
05.2023 - Current
- Placed outbound calls to client customers, over 400 calls per day.
- Used rebuttals and FAQ's throughout calls.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating throughout calls.
Call Center/Scheduling Manager
Modern Mill Solar
02.2022 - 02.2023
- Handling inbound and outbound calls to and from customers, listening to their concerns of issues
and providing helpful solutions. - Managed schedules for sales associates.
- Answered phones and transferred callers to requested personnel or voicemail.
- Handled filing, copying and faxing to aid team.
- Embodied company values and contributed to corporate objectives with strategic business solutions.
- Monitored office supply inventory and facilitated replenishment.
Remote Administrative Assistant
Celera Group
01.2021 - 02.2022
- Effectively supporting multiple managers at the same time with, calendaring, data entry, and research projects.
- Impromptu business and personal projects which ranged from organizing and preparing correspondence relating to business meetings, coordinating with 3rd party vendors, handling corporate filings, handling travel arrangements.
- Typical office duties such as printing, scanning and photocopying.
Warehouse Packer - Temp Position
HireLevel
07.2021 - 12.2021
- Supervisors allowed dock experience, such as scanning and palletizing merchandise.
- Maintained good housekeeping practices and observed safety program requirements in fast-paced environment.
- Lifted loads weighing as much as 50lbs and placed in shipping boxes.
- Stacked cartons and trays on pallets and skids using correct stacking pattern.
Associate
Kohls
04.2019 - 04.2021
- Assisting customers in finding the products they are searching for and assisting on kiosk.
- Truck unloading and freight merchandising.
- Restocking shelves, changing fixtures and aisle displays.
- Cultivated customer loyalty by offering promotional incentives and enrollment in rewards program.
- Assisted with store recovery to maintain clean and organized sales floor throughout shift.
- Used POS system to scan customer purchases, calculate prices and process transactions.
Associate
Chicken Express
08.2017 - 05.2018
- Received orders at counter or from kiosks and took payment from customers.
- Followed company guidelines and safe food handling procedures to prepare menu items using recipes.
- Cleaned and disinfected food preparation areas, workstations and equipment.
- Mopped spills, displaying wet floor notices for customer safety.
Education
Northern Michigan University
Marquette, MIHigh School Diploma -
Glen Rose High School
Glen Rose, TX06.2018
Skills
- Multi-line telephones
- Calendar Management
- Analytical Thinking
- Collaboration
- Task Prioritization
- Multitasking
Timeline
Call Center Representative
DialAmerica
05.2023 - Current
Call Center/Scheduling Manager
Modern Mill Solar
02.2022 - 02.2023
Warehouse Packer - Temp Position
HireLevel
07.2021 - 12.2021
Remote Administrative Assistant
Celera Group
01.2021 - 02.2022
Associate
Kohls
04.2019 - 04.2021
Associate
Chicken Express
08.2017 - 05.2018
Northern Michigan University
High School Diploma -
Glen Rose High School