Open To Work
Michelle Shaw
Customer Service
Capitol Heights,MD
Work Preference
Summary
Detail-oriented professional with a strong background in data accuracy and efficient information processing, consistently delivering high standards in data management. Proficient in advanced office software and organizational skills to streamline workflows and enhance productivity. Demonstrates a proven track record of reliability and adaptability in fast-paced environments, ensuring seamless operations and timely project completion. Committed to continuous improvement and excellence in all aspects of work.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
TEKsystems
07.2024 - 01.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in maintaining customer satisfaction by providing timely support and follow-up.
- Documented interactions accurately in CRM system for future reference and quality assurance.
- Collaborated with team members to streamline processes, enhancing service delivery efficiency.
- Handled escalated issues with professionalism, ensuring resolution aligned with company policies.
Client Support Representative
GoodHire/Checkr
02.2022 - 06.2024
- Ensured the accurate entry and maintenance of sensitive candidate data, encompassing background check results and drug screening documentation.
- Processed account updates and user information with a strong emphasis on maintaining accuracy and confidentiality.
- Uploaded and verified client documents through secure portals, logging interactions and updates in Salesforce for auditing and quality assurance.
- Manages approximately 50 incoming calls, emails and chats per day from customers.
- Documented client interactions in CRM system for consistent follow-up and reporting.
- Collaborated with internal teams to enhance service delivery and improve client satisfaction.
- Provided timely support to clients, addressing inquiries and resolving issues effectively.
- Managed client accounts, ensuring accurate information and seamless onboarding processes.
Customer Service Representative
Conduent
12.2019 - 01.2022
- Managed customer records by performing precise data entry and validation in CRM systems, ensuring data integrity.
- Processed refunds, returns, and in-store order schedules, maintaining accuracy in database management.
- Handled confidential billing and transaction information with a high level of discretion.
- Managed approximately over 50 incoming calls from customers per day.
- Assisted customers in navigating account issues, ensuring timely resolutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Chat & Technical Support Representative
Various Roles: Sitel, Kelly Services, Concentrix, Asurion, Sykes
01.2012 - 01.2019
- Entered customer service tickets and maintained internal records of technical and support cases, ensuring efficient case management and resolution.
- Processed work orders and repair requests through multiple data platforms, contributing to streamlined operations and timely service delivery.
- Delivered consistent and accurate documentation during high-volume customer interactions, enhancing customer satisfaction and support efficiency.
Education
High School Diploma -
Largo High School
Upper Marlboro, MD06.1990
Skills
- Fast and Accurate Typing (60 WPM)
- Data Entry & Validation
- Microsoft Excel & Word
- Salesforce, Zendesk, CRM Systems
- File Management & Document Uploads
- Confidentiality & Information Security
- Organization & Time Management
- Customer Support Tools & Ticketing Systems
- Accuracy and attention to detail
- Microsoft Excel
- Time management
- Maintains confidentiality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Care Representative
TEKsystems
07.2024 - 01.2025
Client Support Representative
GoodHire/Checkr
02.2022 - 06.2024
Customer Service Representative
Conduent
12.2019 - 01.2022
Chat & Technical Support Representative
Various Roles: Sitel, Kelly Services, Concentrix, Asurion, Sykes
01.2012 - 01.2019
High School Diploma -
Largo High School
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