Michelle Pogue
Houston,TX
Summary
Professional data scientist with background in statistical analysis and machine learning, prepared for challenging role. Delivered impactful contributions in previous internship by assisting with predictive modeling and data visualization. Highly collaborative team player, adaptable to dynamic project requirements, and skilled in Python and R.
Overview
14
14
years of professional experience
Work History
Virtual Customer/Technical Service Agent
Williams Sonoma Inc
Sonoma
11.2018 - Current
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contacted clients to verify account information and maintain accuracy, resulting in 96% increase in client satisfaction
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues
- Educated customers about billing, payment processing and support policies and procedures
- Recommended products to customers, thoroughly explaining details
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Communicated professionally with colleagues, freelancers and clients
Shipping Clerk
Grocery Supply
06.2018 - 12.2019
- Communicate with establishment representatives to rectify problems, such as damage and non- conformance to specifications
- Prepare documents, such as work orders, bills of lading, and shipping orders to route products
- Record shipment data for reporting, accounting, and record keeping purposes.
- Checked bills of lading, outgoing package paperwork and other documentation for accuracy.
- Investigated and adopted optimal shipping and receiving strategies by selecting best carriers, routes and methods to minimize costs and enhance schedules.
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Reviewed order data to verify transactions and shipping dates.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Handled day-to-day shipping and receiving overseeing more than 2500 packages per day
- Checked bills of lading, outgoing package paperwork and other documentation for accuracy
Loss Prevention Associate
Academy Sports and Outdoors
05.2014 - 01.2017
- Communicates concerns directly to management and Loss Prevention Department as appropriate
- Uses technology and personal observation to identify potential internal and external theft issues
- Documents and maintains records of incidents relating to Loss Prevention issues
- Maintains good relationships with local law enforcement agencies in order to obtain their assistance when necessary
- Required to learn and follow company policies, procedures and safety rules.
- Increased company understanding of loss control strategies through on-site client training seminars and implementation of new programs
- Prepared reports for clients and underwriters regarding property loss features and recommendations for improvement and future needs
- Identified company resources, determined client risk factors and promoted solutions to establish solid client base
- Completed loss control surveys for underwriting information and evaluation
Front Desk Assistant/Secretary
Just Brakes
08.2010 - 03.2013
- Insures customer satisfaction by assisting customers, answering multi-line phones, communicating company related questions as needed, and inputting account information into the database.
Education
Bachelor of Science - Data Science
University of Houston - Downtown
Houston, TX12.2022
High School Diploma -
Elsik High School
Houston, TX05.2005
Skills
- Understanding Customer Needs
- Creative Problem Solving
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Machine learning
- Python programming
- R programming
- Predictive modeling
- SQL
- Scikit-learn
- Linear regression
- Decision trees
- Logistic regression
- Natural language processing
- Cross-validation
- SQL databases
- Model evaluation
- Model selection
- Random forests
- Big data analytics
- K-means clustering
Timeline
Virtual Customer/Technical Service Agent
Williams Sonoma Inc
11.2018 - Current
Shipping Clerk
Grocery Supply
06.2018 - 12.2019
Loss Prevention Associate
Academy Sports and Outdoors
05.2014 - 01.2017
Front Desk Assistant/Secretary
Just Brakes
08.2010 - 03.2013
Bachelor of Science - Data Science
University of Houston - Downtown
High School Diploma -
Elsik High School
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