Michelle McDowney
Summary
Hardworking and passionate job seeker with strong organizational skills eager to take a dedicated career as Customer Service Manager to the next level. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem solving skills. Organized and dependable candidate capable of managing multiple tasks with positivity.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Alorica
01.2022 - Current
- Worked with a financial institution prioritizing customer satisfaction to resolve escalated consumer complaints.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints and proactively de-escalated unsatisfied customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions using empathy and positivity.
- Developed strong product knowledge to fully investigate cases and provide informed recommendations based on individual needs.
- Maintained detailed records of interactions with customers ensuring confidentiality and data privacy.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed high stress situations with professionalism.
- Met productivity and performance goals consistently.
Personal Care Assistant
At Home Comfort
12.2016 - 12.2021
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained patient confidentiality and adhered to legal and ethical guidelines, ensuring adherence to HIPAA regulations.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
- Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Ensured timely medication administration, managing accurate records of dosages and schedules for multiple clients.
- Assisted clients with meal planning and preparation, taking into consideration dietary restrictions and preferences for optimal nutrition.
- Collaborated with healthcare professionals to develop individualized care plans addressing each client''s specific needs.
- Monitored vital signs regularly, promptly reporting any abnormal findings to medical professionals for further evaluation.
- Assisted with daily living activities, running errands, and household chores.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Recorded status and duties completed in logbooks for management.
- Transported clients to and from medical appointments with safety and efficiency.
- Scheduled daily and weekly care hours for client caseload.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Customer Service Representative
Lowes Home Improvement
03.2009 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts resulting in increased loyalty and business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High School Diploma -
King George High School
King George, VA06.1996
Skills
- Customer Service
- Computer Skills
- Time Management
- Customer-focused
- Detail-oriented
- Deadline-oriented
- Call Center Operations
- Performance Goals
- Verbal and Written Communications
Timeline
Customer Service Manager
Alorica
01.2022 - Current
Personal Care Assistant
At Home Comfort
12.2016 - 12.2021
Customer Service Representative
Lowes Home Improvement
03.2009 - 12.2016
High School Diploma -
King George High School