Michelle N. Wood
customer service representative
Thornton,CO
Summary
Dedicated customer service professional with 10+ years of experience in high-volume call center environments, including Netflix, AAA Roadside Assistance, and Santander Consumer USA. Proven ability to manage complex inquiries, resolve issues efficiently, and maintain high customer satisfaction. Adept at active listening, providing tailored solutions, and turning contesting situations into positive outcomes. Seeking a remote call center or customer service position to leverage expertise obtained from previous in person occupations into a multitude of virtual environments.
Overview
13
13
years of professional experience
Work History
In-Home Caregiver
Freelance/Self Employed
07.2019 - 02.2024
- Assisted activities of daily living including but not limited to dressing and mobility support.
- Prepared nutritious meals based on dietary needs.
- Maintained a clean and safe living environment.
- Administered medications and maintained accurate records.
- Collaborated with healthcare professionals to implement care plans.
- Responded to emergencies calmly and efficiently.
Customer Service Representative/First Stage Collections
Santander Consumer USA
06.2016 - 08.2017
- Provided exceptional customer service, resolving inquiries and ensuring satisfaction.
- Resolved customer complaints and trained new team members.
Customer Service Representative
Netflix
02.2015 - 05.2016
- Managed high-volume calls and emails, meeting performance metrics.
- Answered customer questions, resolved complex complaints, and identified process improvements.
- Handled billing inquiries and upsold additional products/services.
- Trained new hires and managed escalated customer issues.
Membership Services Representative & RSA Agent
AAA Roadside Assistance
11.2010 - 12.2013
- Provided customer service and roadside assistance to stranded motorists.
- Managed billing processes, developed training materials, and ensured safety protocol compliance.
- Maintained service call records and coordinated with dispatchers.
- Achieved a 101% customer satisfaction rating
Education
Associate's Degree - Communications
Metropolitan State University of Denver
05.2019
High School Diploma -
North High School
05.2009
Skills
- Staff Training
- High volume inbound calls
- Debits and credits
- Auto Finance
- Outbound Calling
- Patient Care & Observation
Timeline
In-Home Caregiver
Freelance/Self Employed
07.2019 - 02.2024
Customer Service Representative/First Stage Collections
Santander Consumer USA
06.2016 - 08.2017
Customer Service Representative
Netflix
02.2015 - 05.2016
Membership Services Representative & RSA Agent
AAA Roadside Assistance
11.2010 - 12.2013
High School Diploma -
North High School
Associate's Degree - Communications
Metropolitan State University of Denver