Michelle Reyes
San Diego,CA
Summary
Dedicated Customer Service Specialist with a proven record of masterfully handling escalated customer issues. Skilled at multitasking in fast-paced environments and driving business goals and contact center KPIs through teamwork. Returning to the workplace in 2023 after committing myself to family and young children during the pandemic.
Overview
20
20
years of professional experience
Work History
Associate Clinical Administrative Coordinator
UnitedHealth Group
06.2023 - Current
- Mentored junior staff, providing guidance on best practices in customer service.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained detailed records of all interactions with clients, ensuring accurate data collection for future reference.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction levels.
- Implemented company policies and procedures for professional, cohesive customer care.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Kept high average of performance evaluations.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
Caregiver
Self-Employed
12.2016 - 02.2021
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation
- Maintained a clean and well-organized environment for client happiness and safety
- Consulted with client care team to continually update care plans
- Organized oral medications for clients following dosage and schedule requirements
- Assisted clients with personal hygiene and care plans per physician orders
- Collected and recorded patients' blood pressure, pulse and respirations (TPRs) to evaluate and note basic health status
- Drove clients to shop for groceries, attend medical appointments and run errands
- Monitored clients' activity levels and helped prevent sedentary behavior
- Laundered clothing and bedding to prevent infection
- Contacted medical providers on behalf of clients to follow up on appointments, scheduling, and billing
- Maintained sterile, hygienic client environments.
Customer Service Representative & High Bill Collections Specialist
San Diego Gas & Electric (SDGE)
03.2008 - 01.2014
- Resolved customer service and billing issues
- Improved customer service wait times to minimize and mitigate complaints
- Used proven techniques to de-escalate aggressive and frustrated customers during telephone interactions
- Fielded customer complaints and queries, fast-tracking for problem resolution
- Asked probing questions to determine service needs and accurately input information into digital systems
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Promoted high customer satisfaction by resolving problems through knowledgeable and friendly service
- Answered incoming calls and emails, providing frontline customer support and assistance with service transactions
- Set up and activated customer accounts
- Diffused tense situations by maintaining professionalism through difficult customer calls and interactions
- Educated customers on special pricing opportunities and upsold company offers
- Informed customers about billing procedures and provided assistance setting up payment options.
Manager
Coldstone Creamery
01.2005 - 01.2008
- Completed thorough opening, closing and shift change functions to maintain daily operational standards
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely
- Enforced customer service standards and resolved customer problems to uphold quality service
- Monitored staff performance and addressed issues
- Conducted quality, timely performance feedback and performance appraisals
- Minimized staff turnover through appropriate selection, orientation and training
- Assigned tasks to associates to fit skill levels and maximize team performance
- Trained employees on additional job positions to maintain coverage of roles
- Recruited and hired qualified candidates to fill open positions
- Maintained adequate staffing to meet objectives within budget
- Entered time and attendance logs in preparation for payroll.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
Education
Diploma -
Montgomery Senior High School
San Diego, CANo Degree - Business Administration And Management
Southwestern College
Chula Vista, CASkills
- Contact Center software and systems, including hard and soft phones, WFM software, outbound dialers, cloud and on-premise calling systems
- Data entry and customer record maintenance through digital records and payments systems
- Customer account management using various Customer Relationship Management platforms
- Team leadership and people management; Team supervision, peer coaching and training for CSR success
- Call documentation and dispositioning; fluent in contact center metrics and targets
- Data Collection
- Appointment Scheduling
- Workload Management
- Microsoft Office
Timeline
Associate Clinical Administrative Coordinator
UnitedHealth Group
06.2023 - Current
Caregiver
Self-Employed
12.2016 - 02.2021
Customer Service Representative & High Bill Collections Specialist
San Diego Gas & Electric (SDGE)
03.2008 - 01.2014
Manager
Coldstone Creamery
01.2005 - 01.2008
Diploma -
Montgomery Senior High School
No Degree - Business Administration And Management
Southwestern College