MICHELLE MILLERBARNETT
Grants Pass,OR
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
Percepta
03.2022 - 03.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service, handling more than 60-70 combined communications daily.
- Resolved escalated customer concerns for increased customer retention.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Streamlined workflows to consistently meet or exceed performance metrics for quality and efficiency.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
Customer Support Specialist
First Call Resolution
04.2020 - 03.2022
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Communicated with at least 35 customers daily via inbound and outbound calls, chats, texts, and emails.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
TAX PREPARER
H & R Block Tax Services
12.2019 - 04.2021
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Filed intricate and complicated state and federal tax returns including stimulus payments during COVID-19 pandemic.
- Offered clients recommendations to reduce tax liabilities.
- Educated clients on tax planning strategies, helping them save money in future years.
- Facilitated communication between clients and IRS or state tax agencies, resolving discrepancies and ensuring accurate filings.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Identified potential tax deductions and credits, maximizing clients' refunds or minimizing owed amounts.
PROJECT MANAGER
LIVE ACTION ENGINEERING
02.2016 - 12.2018
- Collaborated with union representatives for laborer negotiations, onboarding, and offboarding.
- Organized, planned, and performed new hire orientation for groups of 10-20 union laborers weekly.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members, union representatives, and onsite foremen for enhanced collaboration and successful project completion.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to project directors, offsite supervisors, and executive management.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Prepared detailed reports on project status for logistics, offsite supervisors, and union representatives, ensuring transparency and alignment with objectives.
- Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Scheduled and facilitated meetings between project foremen, supervisors, union laborers, and heavy equipment operators to discuss deliverables, schedules, and conflicts.
- Planned, designed, and scheduled phases for large projects.
- Prepared detailed reports on project status, ensuring transparency and alignment with objectives.
- Collected, recorded, and submitted all new hire documentation, weekly timesheets, union hire requests, and off-boarding documentation.
Education
Bachelor of Science - Industrial And Organizational Psychology
Southern New Hampshire University
Hooksett, NH08-2025
OREGON STATE INCOME TAX COURSE - OREGON STATE AND FEDERAL INCOME TAX PREPARATION
H & R Block Academy
One H &R Block, Kansas City MO 6410512-2018
Skills
- Self motivation
- Client advocacy
- Attention to detail
- Analytical thinking
- Team development
- Project management
- Excellent communication
- De-escalation techniques
- Adaptability and flexibility
- Mediation and conflict resolution
- Skilled in managing telecommunications infrastructure
- Exhibits professionalism during challenging circumstances
Timeline
Customer Experience Agent
Percepta
03.2022 - 03.2024
Customer Support Specialist
First Call Resolution
04.2020 - 03.2022
TAX PREPARER
H & R Block Tax Services
12.2019 - 04.2021
PROJECT MANAGER
LIVE ACTION ENGINEERING
02.2016 - 12.2018
Bachelor of Science - Industrial And Organizational Psychology
Southern New Hampshire University
OREGON STATE INCOME TAX COURSE - OREGON STATE AND FEDERAL INCOME TAX PREPARATION
H & R Block Academy
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