Michelle Roukema
Honolulu
Summary
Experienced professional with a strong background in customer service operations. Recognized for effective staff training, empathetic conflict resolution, and leadership in scheduling coordination. Committed to fostering a supportive environment that drives team success and customer satisfaction.
Overview
22
22
years of professional experience
Work History
CSR Supervisor
Veterinary Emergency + Referral Center Of Hawaii
Honolulu
01.2015 - 08.2021
- Trained new staff on customer service protocols and veterinary terminology.
- Managed scheduling and appointment coordination for emergency cases.
- Resolved client inquiries and concerns with empathy and professionalism.
- Resolved escalated customer complaints promptly and professionally.
- Coordinated schedule to maintain appropriate staff coverage.
- Recruited, hired and trained new Customer Service Representatives according to company policy.
Front Office Manager
Gentle Vets Hawaii Kai
Honolulu
11.2010 - 01.2015
- Supervised front desk staff, providing training and support as needed.
- Coordinated scheduling for appointments and meetings for management team.
- Assisted in developing staff schedules to optimize coverage during peak hours.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Veterinary Receptionist
The Pet Dr.
Honolulu
12.2006 - 05.2010
- Greeted clients and their pets, ensuring a welcoming atmosphere.
- Scheduled appointments using veterinary management software for efficient workflow.
- Assisted veterinarians with patient intake and record management tasks.
- Processed payments and maintained accurate financial records for services rendered.
- Handled patient files, ensuring confidentiality and compliance with regulations.
- Educated clients on pet health services and preventive care options available.
- Assisted veterinarians with administrative tasks such as scheduling appointments and maintaining patient files.
Bar Manager
Outback Steakhouse
Humble
07.2004 - 11.2006
- Managed daily bar operations and ensured smooth service flow.
- Trained and supervised staff in cocktail preparation and customer service.
- Maintained inventory levels and ordered supplies to meet demand.
- Implemented staff schedules to optimize coverage during peak hours.
- Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.
- Managed day-to-day operations including opening and closing duties, scheduling shifts for employees, cash handling procedures and payroll processing.
Server Trainer
Outback Steakhouse
Honolulu
07.1999 - 06.2004
- Trained new servers on menu knowledge and service standards to ensure quality service.
- Assisted in developing effective training materials for server onboarding programs.
- Evaluated trainees to verify comprehension of procedures and protocols.
- Served a high volume of customers daily, maintaining exceptional service standards.
- Counted and reconciled cash and credit transactions at shift end.
Education
High School Diploma -
Saint Francis High School
Honolulu, HI07-1998
Some College (No Degree) -
University of Northern Colorado
Greeley, COSome College (No Degree) -
Hawaii Pacific University
Honolulu, HISkills
- Customer relationship management
- Conflict resolution
- Staff training
- Scheduling coordination
- Veterinary terminology
- Appointment management
- Cash handling
- Multi-tasking
- Attention to detail
- Problem solver
Timeline
CSR Supervisor
Veterinary Emergency + Referral Center Of Hawaii
01.2015 - 08.2021
Front Office Manager
Gentle Vets Hawaii Kai
11.2010 - 01.2015
Veterinary Receptionist
The Pet Dr.
12.2006 - 05.2010
Bar Manager
Outback Steakhouse
07.2004 - 11.2006
Server Trainer
Outback Steakhouse
07.1999 - 06.2004
High School Diploma -
Saint Francis High School
Some College (No Degree) -
University of Northern Colorado
Some College (No Degree) -
Hawaii Pacific University
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