Summary
Overview
Work History
Education
Skills
Timeline
Employee of the Month April 2019
Employee of the Month April 2019
Generic

Michelle O'Brien-Boulter

Plympton,MA

Summary

Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

45
45
years of professional experience

Work History

GM Team Lead

Target
West Wareham, MA
07.2021 - Current
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

CSR Personal Lines/Licensed Insurance Broker

Anderson Insurance Services
Marshfield, MA
01.2000 - 11.2021
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.

Starbucks Team Lead

Target
Hanover, MA
11.2019 - 07.2020
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Cleaned counters, machines, utensils and seating areas daily.
  • Controlled line and crowd with quick, efficient service.
  • Complied with standards for merchandising, stocking and storing product.
  • Trained new employees in groups and in one-on-one scenarios.
  • Educated coworkers and customers about new products.

GSA Guest Service Assistant

Target
Hanover, MA
01.2018 - 11.2019
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw fast-paced Guest Service Desk
  • Collected cash from registers at closing
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Established and updated work schedules to account for changing staff levels and expected workloads.

Guest Advocate (Cashier/Front End)

Target
Hanover, MA
11.2016 - 01.2018
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.

Front Desk Service Representative

Wingate/Inn At Silver Lake
Kingston, MA
08.2003 - 04.2010
  • Answered multi-line phone system and greeted callers enthusiastically.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Assisted with Marketing
  • Conducted tours
  • Filled in for many departments when needed

CRSPersonal Lines/Licensed Insurance Broker

AAA Insurance Agency
Rockland, MA
01.1995 - 01.2000
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

CSR Personal Lines/Licensed Insurance Broker

O'Grady Insurance Agency
Plymouth, MA
04.1988 - 04.1995
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
  • Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
  • Quoted and calculated premium rates for policies, using rate book, [Software] and calculator.
  • Handled approximately all outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Met with customers to provide information about available products and policies.
  • Finalized sales and collected necessary deposits.
  • Conducted annual reviews of existing policies to update information.

Education

High School Diploma -

Silver Lake Regional High School
Kingston, MA
06.1985

Skills

  • Performance Monitoring and Evaluation
  • Sales Promotion
  • Department Oversight
  • Focus and Follow-Through
  • Problem Anticipation and Resolution
  • Removing Damaged Materials
  • Operational Efficiency and Safety
  • Supervision and Training
  • Motivational Leadership

Timeline

GM Team Lead

Target
07.2021 - Current

Starbucks Team Lead

Target
11.2019 - 07.2020

GSA Guest Service Assistant

Target
01.2018 - 11.2019

Guest Advocate (Cashier/Front End)

Target
11.2016 - 01.2018

Front Desk Service Representative

Wingate/Inn At Silver Lake
08.2003 - 04.2010

CSR Personal Lines/Licensed Insurance Broker

Anderson Insurance Services
01.2000 - 11.2021

CRSPersonal Lines/Licensed Insurance Broker

AAA Insurance Agency
01.1995 - 01.2000

CSR Personal Lines/Licensed Insurance Broker

O'Grady Insurance Agency
04.1988 - 04.1995

High School Diploma -

Silver Lake Regional High School

Employee of the Month April 2019

Received award based on guest reviews and job performance for the store

Employee of the Month April 2019

Received award based on guest reviews and job performance for the store

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Michelle O'Brien-Boulter