Michelle Merrick
Lawrenceville,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Reliance
Duluth, GA
10.2013 - 01.2016
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Informed customers about special promotions and provided detailed information for various products.
Customer Service Representative
TruGreen
Suwanee, GA
02.2016 - 08.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Specialist
Assurant
LAWRENCEVILLE, Georgia
11.2017 - 09.2020
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Described product highlights and benefits to help guide purchasing decisions.
- Maintained financial accounts by processing customer adjustments.
Education
High School Diploma -
Phoenix High School
Lawrenceville, GA05.2000
Skills
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Order and Refund Processing
- De-escalation Techniques
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Customer Account Management
- Verbal and Written Communication
- Microsoft Office Suite
- Administrative and Office Support
- LiveChat Messaging
- Billing Adjustments and Refunds
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Specialist
Assurant
11.2017 - 09.2020
Customer Service Representative
TruGreen
02.2016 - 08.2017
Customer Service Associate
Reliance
10.2013 - 01.2016
High School Diploma -
Phoenix High School