Michelle Powell
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
Customer Service Executive
HD Supply
08.2021 - 06.2023
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Customer Support Specialist
Maximus
01.2019 - 12.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Front Office Administrator
Stronghold Christian Church
01.2018 - 03.2020
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
Retail Sales Executive
Macys Department Store
01.2018 - 12.2019
- Increased customer satisfaction by resolving issues promptly and professionally.
- Participated in regular trainings to stay updated on product knowledge, trends, and sales techniques.
- Provided insightful feedback to management regarding customer preferences and market trends, influencing future purchasing decisions.
- Utilized company CRM system to track customer interactions and follow up on leads, leading to increased repeat business.
Customer Service Representative
Fleetcor
01.2011 - 11.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Comcast
08.2002 - 01.2011
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Executive
John H. Harland Company
12.1994 - 07.2002
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
Claims Representative
UnitedHealth Group
01.1990 - 09.1994
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved customer satisfaction by efficiently handling insurance claims and providing timely resolutions.
- Analyzed financial data related to claims expenses, making recommendations for cost-saving measures where applicable.
Education
Georgia Perimeter College
Decatur, GASkills
- Microsoft Office
- Salesforce
- Customer Relationship Management (CRM)
- Team Collaboration
- Customer Engagement
- Problem-solving abilities
- Customer Data Confidentiality
- Active Listening
- Document and Records Management
- Sales and Upselling
- Call center experience
- Online chat and email
- Administrative and Office Support
- Product Sales
Timeline
Customer Service Executive
HD Supply
08.2021 - 06.2023
Customer Support Specialist
Maximus
01.2019 - 12.2021
Front Office Administrator
Stronghold Christian Church
01.2018 - 03.2020
Retail Sales Executive
Macys Department Store
01.2018 - 12.2019
Customer Service Representative
Fleetcor
01.2011 - 11.2017
Technical Support Representative
Comcast
08.2002 - 01.2011
Customer Service Executive
John H. Harland Company
12.1994 - 07.2002
Claims Representative
UnitedHealth Group
01.1990 - 09.1994
Georgia Perimeter College