Michelle Rivers
Orangeburg,South Carolina
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative WFH
Everise
09.2020 - 04.2023
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Processed debit and credit card and electronic check payments.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Delivered prompt service to prioritize customer needs.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Applied effective time management techniques to meet tight deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Attended telephone skills and program information training sessions to boost aptitude.
Customer Service Representative
Qualfon
06.2019 - 04.2020
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Cashier/Cook's Assistant
Sodexo Campus Services
07.2017 - 06.2019
- Processed refunds and exchanges in accordance with company policy.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
- Operated cash register to record transactions accurately and efficiently.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Provided professional services and support in a dynamic work environment.
Customer Service Representative
Intermedia Marketing Inc
10.2015 - 12.2016
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Delivered prompt service to prioritize customer needs.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Resolved service-related problems and documented actions in system.
- Collected room deposits, fees, and payments.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Coordinated with the sales team to promote special offers and upsell available amenities.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Newspaper Carrier
Lee's Enterprise
04.2015 - 08.2016
- Maintained records of sales and customer information to support accuracy.
- Collaborated with team members to improve paper sorting and delivery speed.
- Used excellent listening and problem-solving skills to work with customers and quickly resolve concerns.
- Safeguarded customer information by following strict confidentiality guidelines in all interactions.
- Provided exceptional customer service, responding promptly to inquiries or requests from clients.
- Distributed papers in various weather conditions during early morning.
- Immediately addressed problems with customers to promote speedy resolution.
- Resolved delivery complaints and escalated complex issues to management.
- Drove safely and legally for professional, responsible delivery services.
- Collaborated effectively with team members to ensure seamless coordination of deliveries.
- Maintained punctual delivery times for consistent customer service experience.
- Assembled and bagged newspapers prior to delivery.
- Determined best routes for driving to customer sites, accounting for such factors as weather and road construction.
- Delivered orders to customers to drive full satisfaction.
- Advised customers on changes to delivery, cancellation and subscription policies.
- Skilled at working independently and collaboratively in a team environment.
Food Production Worker
Automation Personnel Services
03.2014 - 05.2014
- Increased safety standards by following proper sanitation procedures and wearing appropriate protective gear.
- Implemented real-time adjustments to address any identified machine malfunctions or bottlenecks within the process workflow.
- Reduced waste by monitoring quality control during food preparation processes.
- Streamlined packing processes for increased efficiency in order fulfillment.
- Recorded food production data to enable performance monitoring.
- Packaged food items for shipment and organized orders for delivery.
Cashier/Cook
Dodger's Chicken Store
08.2013 - 02.2014
- Responded promptly to requests for assistance, spills and customer inquiries.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Welcomed customers and helped determine their needs.
- Worked with floor team and managers to meet wide range of customer needs.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Stocked, tagged and displayed merchandise as required.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Prepared and served various food items in fast-paced environment.
- Maintained food safety and sanitation standards.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Prepared food items in compliance with recipes and portioning control guidelines.
Front Desk Clerk
Kirkland's Cleaners
07.2007 - 08.2013
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced customer satisfaction by providing friendly and efficient service at the counter.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Inspected finished garments thoroughly before returning them to customers, ensuring quality standards were met consistently.
- Organized garments and prepared them for cleaning or pressing as per specific instructions from customers or management guidelines.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Updated customers regularly on the status of their orders through phone calls or emails, offering peace of mind over their valued possessions being handled responsibly.
- Operated cash registers proficiently while maintaining accuracy during end-of-day closing procedures for smooth financial operations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Processed customer transactions accurately, ensuring timely payments and accurate recordkeeping.
- Paid attention to detail while completing assignments.
- Delivered services to customer locations within specific timeframes.
Cashier
Lil Cricket Food Store
06.2006 - 06.2007
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Worked with floor team and managers to meet wide range of customer needs.
- Answered questions about store policies and addressed customer concerns.
- Prevented loss by vigilantly monitoring potential theft or fraud situations in store.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Greeted customers entering store and responded promptly to customer needs.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Handled cash with high accuracy and took care to check bills for fraud.
- Stocked, tagged and displayed merchandise as required.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Supported management in implementing operational improvements such as updated training manuals or revised schedules.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
Education
High School Diploma -
Orangeburg Wilkinson High School
Orangeburg, SCDiploma in Medical Assisting -
Orangeburg Calhoun Technical College
Orangeburg, SCSkills
- 30wpm Typing Speed
- Call Documentation
- Medical terminology knowledge
- CRM Software
- Documentation
- Scheduling
- Data Management
- Quality Assurance Controls
Timeline
Customer Service Representative WFH
Everise
09.2020 - 04.2023
Customer Service Representative
Qualfon
06.2019 - 04.2020
Cashier/Cook's Assistant
Sodexo Campus Services
07.2017 - 06.2019
Customer Service Representative
Intermedia Marketing Inc
10.2015 - 12.2016
Newspaper Carrier
Lee's Enterprise
04.2015 - 08.2016
Food Production Worker
Automation Personnel Services
03.2014 - 05.2014
Cashier/Cook
Dodger's Chicken Store
08.2013 - 02.2014
Front Desk Clerk
Kirkland's Cleaners
07.2007 - 08.2013
Cashier
Lil Cricket Food Store
06.2006 - 06.2007
High School Diploma -
Orangeburg Wilkinson High School
Diploma in Medical Assisting -
Orangeburg Calhoun Technical College