Summary
Overview
Work History
Education
Skills
Timeline
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MICHELLE ROBERTSON

Fayetteville ,Georgia

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations.

Professional banking specialist with comprehensive understanding of financial products and customer service excellence. Proven ability to assess client needs and offer personalized financial solutions. Valued team collaborator who adapts to changing priorities and consistently achieves results. Skilled in financial advising and client relationship management.

Overview

7
7
years of professional experience

Work History

Personal Banker

USAA
11.2023 - 12.2024
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.

Collections Specialist II

JP Morgan Chase
11.2022 - 10.2023
  • Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary
  • Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties
  • Drafted letters outlining repayment plans; sent correspondence informing customers of their rights under state law regarding collections practices
  • Conducted periodic audits on accounts receivables balances and aged reports; identified areas requiring further investigation
  • Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed
  • Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database
  • Collaborated closely with other departments throughout the entire collection process
  • Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions

Call Center Representative /Dispatcher

ARS Rescue Rooter
01.2022 - 10.2022
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
  • Maintained strong call control and quickly worked through scripts to address problems
  • Updated customer accounts, addresses and contact information within call management databases
  • Engaged actively with callers, confirming or clarifying information and diffusing anger
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
  • Adjusted bills and refunded money to resolve customers' service or billing complaints
  • Collected deposits or payments and arranged for billing
  • Scheduled and confirmed appointments
  • Called no shows and cancellations to reschedule
  • Provided exceptional customer service through effective telephone communication and follow-ups
  • Maintained daily calendars, set appointments with clients and planned daily office events
  • Made phone calls and sent emails to establish leads

Customer Service Representative

Ackerman Security Systems
06.2021 - 01.2022
  • Monitored fire, intruder detection, or other security systems
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Department Manager

Walmart
08.2019 - 06.2021
  • Responded to emergency situations on on-call basis
  • Prepared, maintained, or updated security procedures or related documentation
  • Maintained accurate records of data recorded
  • Responded to emergency calls routed by automatic distribution system
  • Tracked call logs and shift data to enter into computer system
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Answered inbound calls, chats and emails to facilitate customer service
  • Consulted with customers to resolve service and billing issues
  • Set up and activated customer accounts
  • Made outbound calls to obtain account information
  • Handled shift overstock, restocking and inventory control
  • Worked closely with sales associates to complete tasks
  • Followed safety protocols and company processes and procedures
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities
  • Executed targeted merchandising and promotional plans to meet department sales goals
  • Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines

Receptionist

Aspen Dental
08.2017 - 08.2019
  • Grew department's team and technical capabilities with hiring and training of talented individuals
  • Resolved customer inquiries and complaints requiring management-level escalation
  • Interviewed prospective employees and provided input to HR on hiring decisions
  • Scheduled and confirmed appointments
  • Verified, updated and entered patient information into system
  • Answered and managed incoming calls and emails
  • Scheduled cleanings and dental appointments for patients using appointment software
  • Took customer payments and billed insurance companies for remaining balance
  • Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment
  • Arranged documents for insurance claims
  • Gathered medical information, dental health history and vitals from patients
  • Greeted patients, determined purpose of visit and directed to appropriate staff
  • Completed relevant insurance and other claim forms
  • Adhered to HIPAA requirements to safeguard patient confidentiality
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications
  • Scheduled tests, lab work or x-rays for patients based on physician orders
  • Ordered and maintained supply inventory for medical office
  • Routed laboratory or diagnostic results to appropriate staff

Education

High School Diploma -

Dutctown High School
Hampton, GA
05.2014

Skills

  • Call Center Operations
  • Customer Data Confidentiality
  • Customer Account Management
  • Insurance Verification
  • Appointment Scheduling
  • Verbal and Written Communication
  • Phone and Email Etiquette
  • Customer Service
  • Team Supervision
  • Performance Management
  • Scheduling and Coordinating
  • Work Crew Dispatch
  • Route Planning and Adjustment
  • Client relationship management
  • Branch operations
  • Banking
  • Banking policies and procedures

Timeline

Personal Banker

USAA
11.2023 - 12.2024

Collections Specialist II

JP Morgan Chase
11.2022 - 10.2023

Call Center Representative /Dispatcher

ARS Rescue Rooter
01.2022 - 10.2022

Customer Service Representative

Ackerman Security Systems
06.2021 - 01.2022

Department Manager

Walmart
08.2019 - 06.2021

Receptionist

Aspen Dental
08.2017 - 08.2019

High School Diploma -

Dutctown High School

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MICHELLE ROBERTSON