Michelle Ritchie
Bountiful,UT
Summary
Goal-oriented professional with a background in leading customer service teams. Bring experience managing escalated customer issues, training new hires, and implementing process improvements to enhance productivity. Strengths include strong communication skills, conflict resolution expertise, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership. I am in recovery as well. I went through Odyssey house starting November of 2023 and transitions out in April of 2024. I would like to share my experiences knowledge and hope for recovery as well give back to clients at Odyssey house the same way Odyssey have to me and helped me get myself and my life back. I hope to be able to be a positive support for those who still suffer from addiction.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Team Lead
U-Haul moving and storage bountiful
Bountiful, UT
10.2024 - Current
- Analyzed customer feedback data to identify trends and develop strategies for improvement.
- Completed leaves of absence, time off requests and department transfers.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Resolved customer complaints or answered customers' questions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Maintained up-to-date knowledge about products and services offered by the company.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Resolved escalated customer complaints in a timely manner.
- Delegated work to staff, setting priorities and goals.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Trained staff to provide excellent customer service to challenging customers.
- Promoted clean, safe, friendly work environment for employees and guests.
- Managed inventory and supplies to ensure materials were available when needed.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed routine maintenance and repair.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Production Worker
Kodiak produce LLC
North Salt Lake, Utah
02.2014 - 10.2015
Shift Leader
Cost Vida
West Valley, UT
04.2012 - 01.2015
Education
GED -
Weber State University
Ogden, UT03-2003
Some College (No Degree) - Criminal Justice
Eagle Gate College
Layton, UTSkills
- CRM software
- Complaint handling
- Call center experience
- Team management
- Issue resolution
- Inside sales
- Inbound and outbound calls
- Skill development
- Continuous improvement
- Product knowledge
- Staff monitoring
Timeline
Customer Service Representative Team Lead
U-Haul moving and storage bountiful
10.2024 - Current
Production Worker
Kodiak produce LLC
02.2014 - 10.2015
Shift Leader
Cost Vida
04.2012 - 01.2015
GED -
Weber State University
Some College (No Degree) - Criminal Justice
Eagle Gate College