Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Michelle McKay

Silverdale,WA

Summary

Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Supervisor

Conifer Healthcare Solutions
Silverdale, WA
06.2023 - Current
  • Directed and supervised team of 15 employees in daily operations.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Organized special events such as company picnics or holiday parties for employees.
  • Implemented cost-cutting measures without compromising quality of services offered.
  • Developed marketing plans that helped increase sales revenue by 20%.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
  • Maintained positive working relationship with fellow staff and management.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Member Service Associate

Kitsap Credit Union
Poulsbo, WA
08.2021 - 01.2023
  • Greeted members and answered questions in a friendly and professional manner.
  • Provided assistance with account maintenance, deposits, withdrawals and other banking needs.
  • Resolved customer inquiries and complaints promptly and efficiently.
  • Verified member identity using valid identification documents.
  • Ensured compliance with all applicable laws, regulations and policies concerning operations of the financial institution.
  • Adhered to security protocols to protect customers' personal information.
  • Educated members on the features and benefits of products and services available at the credit union.
  • Maintained accurate records of transactions for audit purposes.
  • Performed daily cash balancing activities including reconciling teller drawers against system totals.
  • Assisted in training new staff members on proper procedures related to membership service roles.
  • Conducted regular follow-up calls with members to ensure satisfaction with services provided.
  • Cross-sold additional products and services as appropriate based on customer needs.
  • Participated in community events to promote the credit union's brand awareness.
  • Developed strong working relationships with existing members to build loyalty.
  • Provided guidance to junior team members when needed.
  • Presented and explained services and products to meet member needs.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Profiled members to uncover opportunities for additional business.
  • Audited customer account information to identify issues and develop solutions.
  • Answered member questions about products and services.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Processed cash and check deposits every day.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Delivered quality service by assessing, advising and assisting credit union members.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Collected deposits or payments and arranged for billing.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.

Clerk/Rural Mail Carrier

United States Postal Service, PSE
Bremerton, WA
11.2018 - 07.2021
  • Assisted customers with inquiries and complaints in a professional manner.
  • Operated cash register to process cash, check, and credit card transactions.
  • Processed customer orders promptly and accurately.
  • Answered phones in a courteous manner while providing excellent customer service.
  • Maintained inventory levels of office supplies and equipment as needed.
  • Processed and distributed incoming mail in accordance with established procedures.
  • Sorted and prepared outgoing mail for delivery to post office boxes, street addresses, or international destinations.
  • Compiled customer orders for special services such as certified or registered mail.
  • Accepted payment for postal items, postage stamps, money orders, and other postal transactions.
  • Provided assistance to customers in locating missing parcels and packages.
  • Assisted customers with inquiries regarding postal regulations and procedures.
  • Verified accuracy of data entered into computer system related to mailing activities.
  • Operated automated sorting machines to process large volumes of mail quickly and accurately.
  • Maintained records of daily transactions using the cash register system.
  • Inspected all packages prior to acceptance to ensure compliance with postal regulations.
  • Answered customer questions concerning services provided by the Post Office.
  • Managed inventory of shipping materials including boxes, labels, envelopes, tape.
  • Ensured that customer service areas were kept clean at all times according to safety standards.
  • Greeted customers upon entry into the Post Office facility.
  • Assisted in stocking shelves with supplies needed for operations.
  • Developed a thorough understanding of USPS products and services.
  • Monitored shipments from start to finish ensuring timely delivery.
  • Resolved customer complaints in a professional manner.
  • Implemented strategies for improving customer satisfaction ratings.
  • Processed payments and handled cash using point of sale (POS) computer system.
  • Help customers fill out change of address forms and reports for lost or stolen mail.
  • Offered support and advice to newer personnel to improve performance.
  • Sold stamps, services and packaging.
  • Operated mail processing equipment and manually sorted mail.
  • Utilized factors such as package shape and final destination to sort into correct bins for delivery.
  • Supported shipping and receiving needs by loading and unloading transportation vehicles and containers.
  • Weighed parcels, calculating costs based on type, total weight and final destination.
  • Sold stamps, tracking services and insurance to customers.
  • Obtained receipts for registered and certain insured mail.
  • Sold stamps and money orders to mail customers along daily route.
  • Handled undeliverable mail in accordance with established procedures.
  • Delivered mail to residents and business within assigned area.
  • Delivered mail along prescribed route and retrieved additional mail from relay boxes.
  • Delivered various types of mail on routes according to strict timelines.

Education

CERTIFICATION - Medical Assisting

PIMA MEDICAL INSTITUTE
San Diego, CA
10-2017

High School Diploma -

DESERT SAND UNIFIED SCHOOL DISTRICT
Palm Desert, CA
06-2001

Some College (No Degree) - General Studies

Moorpark College
Moorpark, CA

Skills

  • Staff Management
  • Operations Management
  • Process Improvement
  • Training and mentoring
  • Staff Development
  • Goal-Oriented
  • Employee Motivation
  • Processes and procedures
  • Policy Enforcement
  • Schedule development
  • Provide quality customer service
  • Integrity driven
  • Use communication and problem solving skills to thrive in challenging situations

Certification

  • Certified Medical Assistant- 2017

References

References available upon request.

Timeline

Supervisor

Conifer Healthcare Solutions
06.2023 - Current

Member Service Associate

Kitsap Credit Union
08.2021 - 01.2023

Clerk/Rural Mail Carrier

United States Postal Service, PSE
11.2018 - 07.2021

CERTIFICATION - Medical Assisting

PIMA MEDICAL INSTITUTE

High School Diploma -

DESERT SAND UNIFIED SCHOOL DISTRICT

Some College (No Degree) - General Studies

Moorpark College

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Michelle McKay