Michelle Simons
Taunton,MA
Summary
Experienced and reliable customer service trainer with a successful track record of effectiveness and client satisfaction through proven instructional strategies and strong relationship-building. Skilled in addressing details, coaching teams and consistently delivering tailored solutions that align with business objectives and best practices .
Overview
17
17
years of professional experience
Work History
Consultant/Job Class Trainer
Publix, Inc.
09.2015 - 01.2025
- Conducted in-depth assessments to evaluate the effectiveness of training programs on individuals, adjusting content as needed for optimal results.
- Streamlined internal processes by implementing efficient project management tools and techniques, ensuring timely completion of tasks and overall team success.
- Leveraged experience in adult learning principles to develop effective instructional strategies tailored specifically for each person.
- Evaluated associate performance during training sessions, providing constructive feedback for improvement opportunities for individuals and their managers.
- Enhanced client satisfaction by delivering customized solutions to address specific needs.
- Established strong relationships with clients through clear communication, active listening, and timely responsiveness to inquiries or concerns.
- Managed multiple projects simultaneously, prioritizing tasks to meet deadlines.
- Mentored junior team members by sharing insights gained from years of experience in the job class.
- Facilitated trainings on company best practices, enhancing associates knowledge and understanding of policies and procedures.
- Built and maintained professional relationships with vendors and suppliers.
- 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.
- Developed strong product, program and service knowledge to provide informed recommendations based on individual client needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to established associates contributing to associate ongoing success.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Facilitated training programs for new hires as on company policies, procedures, and best practices.
- Served as a culture ambassador, facilitating in person and virtual onboarding of new talent, sharing company history, values and goals to new associate stockholders.
Operations Assistant
Cenergy, LLC
02.2008 - 09.2015
- Maintained office organizational standards and staff, both full time and seasonal.
- Improved client satisfaction by providing exceptional customer service and quickly addressing concerns.
- Enhanced event production quality by efficiently coordinating with vendors and suppliers.
- Streamlined event logistics for smoother operations and better attendee experiences.
- Implemented contingency plans when faced with unforeseen challenges or changes in schedules or resources, minimizing disruptions to planned events.
- Managed on-site event setup, ensuring timely completion and adherence to safety standards.
Education
Certified Therapeutic Massage Therapist
Kripalu Center For Yoga And Health
Stockbridge, MACulinary Arts
Sheridan Technical College
Hollywood, FLHigh School Diploma -
Hallandale High School
Hallandale, FLSkills
- Managing all details of client events and documentation
- Coaching and mentoring teams to ensure policy compliance and best practices
- Supporting individual development for team members
- Training delivery
Timeline
Consultant/Job Class Trainer
Publix, Inc.
09.2015 - 01.2025
Operations Assistant
Cenergy, LLC
02.2008 - 09.2015
Certified Therapeutic Massage Therapist
Kripalu Center For Yoga And Health
Culinary Arts
Sheridan Technical College
High School Diploma -
Hallandale High School
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