Michelle Routhier
Laurel,MD
Summary
Dedicated and focused Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Excellent track record of managing a wide variety of customer service issues quickly and efficiently. Authorized to work in the US for any employer
Overview
16
16
years of professional experience
Work History
Client Service Representative
Apaw Veterinary Hospital
Lanham, Maryland
04.2022 - Current
- Provided exceptional customer support for pet owners and their animals.
- Followed up with customers via calls and emails to resolve issues promptly and enhance satisfaction.
- Built sustainable client relationships based on trust by applying excellent communication and interpersonal skills.
- Managed billing inquiries and processed payments efficiently to ensure smooth transaction experiences.
- Managed appointment scheduling for veterinary consultations and services.
- Educated clients on pet care, nutrition, and vaccination protocols.
- Implemented Covid safety procedures to protect staff and clients during visits.
- Collaborated with veterinary staff to ensure efficient workflow and communication.
Customer Service Representative/Inside Sales
Generation Pet
Savage, MD
04.2021 - 04.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Trained new staff on customer service protocols and company policies.
- Collaborated with team members to improve service delivery and efficiency.
- Processed orders and returns using the company's order management system.
- Collected deposits or payments and arranged for billing.
Store Manager
Edible Arrangements
Laurel, MD
01.2011 - 03.2021
- Managed daily store operations and ensured compliance with company policies.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Trained new employees on product knowledge and customer service standards.
- Recruited, trained and supervised new employees.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Implemented cash handling procedures to ensure accuracy and security.
- Monitored inventory levels and coordinated restocking of fresh products.
- Planned special promotions or discounts based on market trends.
- Resolved customer complaints to maintain satisfaction and loyalty.
- Resolved customer complaints in a timely manner.
Education
Diploma - Retail Management
Ashworth University
Norcross, GAHigh School Diploma -
Reservoir High School
Fulton, MDSkills
- Client management
- Customer service
- Appointment scheduling
- Telephone etiquette
- Record management
- Organizational skills
- Time management
- Follow-up communication
- Collaboration techniques
- Staff onboarding
- Regulatory compliance
- Attention to detail
- Effective communication
Languages
English - Expert
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Client Service Representative
Apaw Veterinary Hospital
04.2022 - Current
Customer Service Representative/Inside Sales
Generation Pet
04.2021 - 04.2022
Store Manager
Edible Arrangements
01.2011 - 03.2021
Diploma - Retail Management
Ashworth University
High School Diploma -
Reservoir High School