Michelle Johnson
Hazelton,ID
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer care 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
20
20
years of professional experience
Work History
Customer Care Specialist
Magic Services
04.2021 - Current
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with customers to identify needs and expectations.
- Requested escalation for unresolved issues.
- Assisted in training new employees and participated in cross-training with other departments.
- Scheduled technician repair appointments at customer request.
Front Desk Associate
Farmers Insurance Agency
05.2019 - 04.2021
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Entered and updated sensitive customer information during check-ins and room changes.
- Collected room deposits, fees, and payments.
- Asked customers questions to meet special requests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Office Administrator
J&W Agri-Corp
05.2003 - 08.2009
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Reconciled account files and produced monthly reports.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
High School Diploma -
Valley High School, Hazelton, ID
Hazelton, ID05.1989
Skills
- Inbound Customer Service
- Exceptional Communicator
- Training and Development
- Compliance Requirements
- Document and Records Management
- Telephone Reception
- Scripted Responses
- Cash Register Operations
- Analytical and Critical Thinking
- Customer Relations
- Outbound Collection Calling
- Payment Processing
- Clerical Support
- Revenue Generation
- Microsoft Office
- Coordinating Repairs
- Reading Comprehension
- Corporate Standards
- Sustainable Energy
- Sales and Upselling
- Process Transactions
- Understanding Customer Needs
- Greeting Visitors
- Data Integrity
- Accurate Recordkeeping
- High-Volume Environments
- Providing Feedback
- Call Volume and Quality Metrics
- Administrative and Office Support
- Communications Support
- Call Volume Analysis
- Selling Skills
- Claims Monitoring
- Accounts Payable and Accounts Receivable
- Information Updates
- Client Rapport-Building
- Directory Assistance
- Membership Inquiries and Renewals
- Traffic Flow
- Customer Relationship Management
- Customer Database Management
- Documentation
- Financial Transactions
- Till Counting
- Team Meetings
- Online Chat
- Customer Service Excellence
- Customer Retention Strategies
- Problem Resolution
Timeline
Customer Care Specialist
Magic Services
04.2021 - Current
Front Desk Associate
Farmers Insurance Agency
05.2019 - 04.2021
Office Administrator
J&W Agri-Corp
05.2003 - 08.2009
High School Diploma -
Valley High School, Hazelton, ID
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