Michelle Sikes
Duke Energy
Clover,SC
25
years of professional experience
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Work History
Customer Service Representative
1 Year 1 Month- Worked with Carolina New Construction Team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Accurately placed orders for temporary and permanent power sources. Along with underground and overhead services.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company Website, Builders Portal, and improving overall user experience.
- Provided support and documentation to customers when there were power outages.
Customer Service Representative
3 Months- Managed license keys for the 3D printers
- Created license keys for new customers
- Activated/deactivated licenses when customers needed to change computers
- Responsible for making sure customers were compliant to have licenses.
Customer Service Representative
8 Years 9 Months- MManaged customer inquiries by phone and email, providing order updates and service support.
- Resolved shipping, billing, and product issues while maintaining accurate account records.
- Coordinated with warehouse and operations teams to ensure timely order processing and delivery.
- Entered orders, verified details, and updated customer information in internal systems.
- Communicated inventory status and fulfillment changes to customers with clear, professional follow-up.
- Maintained consistent service quality while handling high volumes of customer interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Managed approximately 30 incoming calls and emails per day from customers and at times would backup a co-worker.
Customer Service Team Lead
13 Years 10 Months- Led customer service team workflows, resolving escalations and maintaining service standards across daily operations.
- Described products to customers, explaining details and care instructions to enhance customer understanding.
- Trained representatives on product knowledge, policies, and CRM procedures to improve response consistency.
- Communicated effectively with and supported sales, marketing, and administrative teams, fostering collaboration and streamlined operations.
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Acted as the main liaison between customers, management and sales team.
- Managed a a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Built long-term relationships with customers, advising on purchases and promotions to drive customer loyalty.
Education
High School Diploma
Skills
Order processing
CRM software
Salesforce
Customer service
Customer relations
Problem resolution
Customer engagement
Active listening
Relationship building
Email communication
Critical thinking
Database management
Timeline
Customer Service Representative
Duke Energy
09.2025 - 10.2026Read More
Customer Service Representative
3D Systems
03.2025 - 06.2025Read More
Customer Service Representative
Pipeline Packing
11.2015 - 08.2024Read More
Customer Service Team Lead
Britax Child Safety, Inc.
05.2001 - 03.2015Read More
Ashbrook High School
High School Diploma
Read More