Michelle Navratil
Mission,KS
Summary
Dynamic customer service professional with a proven track record, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through effective problem-solving and active listening. Skilled in data entry and team development, consistently exceeding performance metrics and fostering a positive service culture.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
H&r Block
Lenexa, KS
01.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Property Manager
Gilbert Management LLC
Kansas City, KS
04.2022 - 12.2023
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
Hospice Aide
All Services Online247
Kansas City, MO
01.2018 - 03.2022
- Developed strong therapeutic relationships with patients and their families based on trust, empathy, active listening skills, and open communication.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Enhanced patient comfort by providing compassionate, individualized care and addressing specific needs.
- Protected privacy and delivered comfort to preserve dignity of dying patient and family members.
- Enabled family members'' involvement in the hospice experience through effective communication and emotional support.
- Served as an advocate for patients'' rights and interests to ensure that their wishes were respected during all stages of hospice care provision.
- Promoted a holistic approach to end-of-life care by incorporating various relaxation techniques such as music therapy or aromatherapy into daily routines.
- Improved patient satisfaction by assisting with personal hygiene tasks, ensuring cleanliness and dignity.
- Facilitated smooth transitions between different stages of hospice care by effectively coordinating with home health aides, nurses, social workers, physicians, and volunteers.
Veterinary Technician
Great Plains Spca
Kansas City, MO
01.2015 - 03.2018
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Assisted in surgical procedures, ensuring a sterile environment and properly handing instruments to the veterinarian as needed.
- Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
Education
Bachelor In Medical Laboratory Science - Veterinary Science
Brown Mackie
Kansas City, MO01.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Relationship building
- Problem resolution
- Customer relations
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Paperwork processing
- Team development
- Documentation
- Staff training
Timeline
Customer Service Representative
H&r Block
01.2024 - Current
Property Manager
Gilbert Management LLC
04.2022 - 12.2023
Hospice Aide
All Services Online247
01.2018 - 03.2022
Veterinary Technician
Great Plains Spca
01.2015 - 03.2018
Bachelor In Medical Laboratory Science - Veterinary Science
Brown Mackie