Michelle Roberts
Tucson,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Service Representative Specialist
Citi
Tucson, AZ
09.2007 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Provided information regarding charge accounts and loyalty programs.
- Answered constant flow of customer calls with minimal wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Cross-trained and provided back up for customer service managers.
- Trained staff on operating procedures and company services.
Driver
Lyft And Uber
Tucson, AZ
10.2014 - 10.2021
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Generated consistent referrals and repeat business by providing friendly and fast service.
- Worked directly with customers to assess damage and incompleteness of orders.
- Kept and studied detailed mileage and fuel reports to track overall fuel costs.
- Delivered goods and products to customer on time and in excellent condition.
- Answered, scheduled and responded to reservation calls at specific times and locations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Upheld high standards of professionalism and discretion when working with high-value clients.
- Assisted passengers with entering and exiting vehicles safely and securely stowed baggage to minimize damage risk.
Customer Service Representative
C3 Customer Contact Channels
Tucson, AZ
10.2010 - 10.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Surpassed sales goals through implementation of effective marketing strategies.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Scored in top 10% of employees for successful Average handle time, sales percentage.
Education
High School Diploma -
Ogden High School
Ogden, UT06.1986
Skills
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- CRM Software
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Creative Problem Solving
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
Affiliations
Big Brother Big Sisters, March of Dimes, and Citi's community volunteer programs.
Timeline
Driver
Lyft And Uber
10.2014 - 10.2021
Customer Service Representative
C3 Customer Contact Channels
10.2010 - 10.2014
Customer Service Representative Specialist
Citi
09.2007 - Current
High School Diploma -
Ogden High School