Michelle Smith
Phoenix,AZ
Summary
Highly motivated individual with extensive customer service and management experience. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled in customer support. Proficient in customer service best practices and related options.
Overview
28
28
years of professional experience
Work History
Shift Manager
Panda Express Restaurant Group
08.2022 - Current
- Trained and mentored new employees to maximize team performance.
- Excelled in every store position and regularly backed up front-line staff.
- Completed store opening and closing procedures.
- Opened and closed store 5 days per week by counting registers, making deposits, and storing and filing all daily paperwork.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Received and counted money.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
Manager
Heritage Publishing Company
01.2016 - 07.2022
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
- Collaborated with other departments to achieve integration of fundraising efforts.
- Developed impactful fundraising strategies to maximize donations and meet fundraising goals.
- Followed up on strong leads through email and telephone to provide information regarding needs for funding.
- Implemented volunteer database system to search, log and track volunteer activity and recruitment.
General Manager
Extended Stay America
03.2010 - 02.2016
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Provided exceptional service and assistance to guests upon check-in.
- Prepared monthly resort audits for review.
- Implemented successful strategies to increase customer satisfaction.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Completed physical inventory counts each month.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Developed relationships with potential job candidates to promote effective communication throughout hiring processes.
- Partnered with HR team to outline and define position requirements in accordance with company needs.
Administrator
Unlimited Investigations Inc.
01.1996 - 03.2010
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Edited documents to improve accuracy of language, flow, and readability.
- Reconciled account files and produced monthly reports.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- 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.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set up new business accounts on internal systems and processed corporate actions and other adjustments.
- Encouraged networking and collaboration across functions and businesses.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Received papers to be served from attorneys, court clerks and magistrates and printed out papers.
- Tracked down 400 defendants per month to serve legal documents.
- Provided proof of service in form of affidavit.
- Thoroughly researched court records such as criminal cases, foreclosures and probate estates.
- Provided administrative support and research for civil litigation and civil proceedings.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to client.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Obtained and reviewed credit reports, and did background checks for employer's.
Education
High School Diploma -
Mountain Home Sr High School
Mountain Home, AR1986
Skills
- Salesforce Software
- Rewards Tracking
- Health and Safety Procedures
- Multitasking Strengths
- Administrative Duties
- Team Player
- Financial Recordkeeping
- QA
- Conflict Resolution Techniques
- Business Management Principles
- Turnover Minimization
- Court Procedures
- Quality Standards
- Order and Refund Processing
- Microsoft Windows
- Document and Records Management
- Cash Handling
- Disciplinary Action and Termination
- Vendor Interaction
- Customer Inquiries
- Food Service Operations
- Budget Implementation
- Staff Training
- Sales
- Organizational Management
- Management of Personnel Resources
Timeline
Shift Manager
Panda Express Restaurant Group
08.2022 - Current
Manager
Heritage Publishing Company
01.2016 - 07.2022
General Manager
Extended Stay America
03.2010 - 02.2016
Administrator
Unlimited Investigations Inc.
01.1996 - 03.2010
High School Diploma -
Mountain Home Sr High School
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