Michelle Spratt
Charlotte,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking employee enthusiastic about learning new task. Willingness to take on added responsibilities to meet goals. Accomplished professional with a proven track record in customer service. Demonstrated ability in exceptional problem-solving and interpersonal skills resulting in satisfaction. Excellent record of punctuality and work ethic.
Overview
26
26
years of professional experience
Work History
Customer Care Representative
Charlotte Douglas International Airport
08.2006 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assist customers with general payment processing/transaction.
- Facilitated claims for damaged property and lost/stolen items
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and concerns.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Perform general clerical and data entry reports.
School Bus Driver
Charlotte Mecklenburg School System
08.2006 - Current
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Maintain student records( seating assignments, updated stop locations as needed.
- Adapted quickly to unexpected situations such as road closures or detours while maintaining composure under pressure to ensure timely arrivals at destinations.
Customer Service Delivery Team Member
Pep Boys Auto Parts & Service
05.2002 - 08.2006
- Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
- Successfully managed challenging situations while maintaining a calm demeanor, exemplifying the company''s dedication to excellent service.
- Assisted store manager with inventory and data entry
- Collaborated with team members to identify areas of improvement in service delivery, resulting in higher customer retention rates.
- Transported specialized parts tp preferred vendors in a timely manner.
- Provided advance customer service for hard to find parts for new and existing vendors.
Store Manager
General Nutrition Center, GNC
01.1999 - 04.2002
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Prepared daily financial reports, bank deposits, payment processing
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully through proactive communication and positive feedback.
- Responsible for loss prevention and inventory control.
- Conducted meetings with vendors and maintained order.
- Performed general HR duties including payroll, scheduling, recruiting, and training.
Education
Bachelor of Arts - Criminology
Johnson C Smith University
Charlotte, NC12.2023
Associate of Arts -
Central Piedmont Community College
Charlotte, NC05.2019
High School Diploma -
Garinger High School
Charlotte, NC06.1988
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Problem Resolution
- Payment Processing
Timeline
Customer Care Representative
Charlotte Douglas International Airport
08.2006 - Current
School Bus Driver
Charlotte Mecklenburg School System
08.2006 - Current
Customer Service Delivery Team Member
Pep Boys Auto Parts & Service
05.2002 - 08.2006
Store Manager
General Nutrition Center, GNC
01.1999 - 04.2002
Bachelor of Arts - Criminology
Johnson C Smith University
Associate of Arts -
Central Piedmont Community College
High School Diploma -
Garinger High School
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