Michelle Moran-Bottenhagen
Orland Park,IL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
Work History
CSR/Assistant Manager - Call Center
Factory Motor Parts
01.2019 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
Service Writer/Assistant Manager
DeRe Tire and Auto
01.2017 - 01.2019
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Negotiated with vendors to secure best prices for parts and supplies.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Assistant Manager
Jiffy Lube
01.2010 - 01.2011
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Reviewed sales and gross profit report to assess company efficiency.
School bus driver
Illinois School Bus
01.2009 - 01.2010
- Driving children to and home from school
- Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Transported passengers safely along prescribed routes according to tight schedules.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Maintained Illinois driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Inspected emergency equipment and verified safe working order for student and driver use.
- Reported vehicle maintenance and repair issues to appropriate personnel for timely resolution.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Obeyed federal, [State] and local traffic laws and regulations to enable safe transportation outcomes for participants.
- Communicated information to parents to promote good communication and transparency.
- Demonstrated strict adherence to safety regulations and traffic laws to safeguard passengers.
- Assisted students with boarding and exiting bus to reduce safety issues.
- Complied with personal grooming and conduct guidelines and regulations to promote high standard of professionalism.
- Enforced student behavior policies and responded to student emergencies.
- Drove bus along assigned route, picking up students.
- Supervised students during loading, unloading and on bus.
- Identified and reported mechanical problems and safety hazards.
Loan Processor/Secretary
Jubilee Home Funding
01.1998 - 01.2000
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Handled any conditions sent from underwriting departments.
- Set up and completed loan submission packages.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
Education
High School Diploma -
Cosmopolitan Prep School
06.1997
Skills
- Microsoft Word
- PowerPoint
- Excel
- Account Updating
- Consultative Sales
- Complaint Resolution
- Data Collection
- Report Generation
- Paperwork Processing
- Scheduling
- Appointment Scheduling
- Product Knowledge
- Call Management
- Data Entry
- Information Security
- Order Processing
- Conflict Resolution
- Active Listening
- Team Development
- Professional Telephone Demeanor
- Call Center Operations
- Product Sales
- Quality Control
- Lead Generation
- Problem-Solving Abilities
- Sales Closing
- Computer Proficiency
- Customer Service
- Warehousing Functions
- Staff Training
- Account Management
- Route Management
- Microsoft Excel
- Microsoft Outlook
- Filing
- Money Handling Abilities
- Key Holder Experience
- Product Education
- Administrative Support
- Delivery Scheduling
- Critical Thinking
- Microsoft Office Suite
- Office Equipment Proficiency
- POS Systems Expert
- Multi-Line Phone Talent
- Order Fulfillment
Typing Speed
30 WPM
References
Bulent Akdemir, 708-712-3491, Manager @ DeRe Tire and Auto Steve Ahrendt, 708-932-3273, Manager @ DeRe Tire and Auto Raymond Ramel, 708-514-0733, Retired George Vale, 773-407-0219, Regional Manager @ Factory Motor Parts Simon Trevino, 219-669-0400, Manager @ Factory Motor parts
Timeline
CSR/Assistant Manager - Call Center
Factory Motor Parts
01.2019 - Current
Service Writer/Assistant Manager
DeRe Tire and Auto
01.2017 - 01.2019
Assistant Manager
Jiffy Lube
01.2010 - 01.2011
School bus driver
Illinois School Bus
01.2009 - 01.2010
Loan Processor/Secretary
Jubilee Home Funding
01.1998 - 01.2000
High School Diploma -
Cosmopolitan Prep School