Michelle Sikes
Clover,SC
Summary
Proactive and customer-focused, I excelled as a Customer Service Representative at Pipeline Packaging, enhancing customer satisfaction through expert complaint resolution and efficient call handling. Leveraging Salesforce and Oracle, alongside strong problem-solving skills, I significantly improved service quality. My approach combines assertiveness with a positive, professional demeanor, driving team success and customer service excellence.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Pipeline Packaging
11.2015 - 08.2024
- Updated account information to maintain customer records.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Britax Child Safety
05.2001 - 03.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responsible for collecting information on Alleged Injury Reports for counsel.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Served as the main liaison between customers, management, sales team, and other customer service representatives.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Effectively communicated with sales, marketing, engineers, quality assurance, and shipping.
- Handled both inbound and outbound calls.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Ashbrook High School
Gastonia, NC06.1990
Skills
- Customer Service Representative
- Call center experience
- Assertiveness
- Complaint resolution
- Salesforce Experience
- Oracle Experience
- Prioritization
- Positive and professional
- Adaptive team player
- Problem-solving abilities
- Problem-solving skills
- Customer service excellence
Timeline
Customer Service Representative
Pipeline Packaging
11.2015 - 08.2024
Customer Service Representative
Britax Child Safety
05.2001 - 03.2015
High School Diploma -
Ashbrook High School
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