Michelle Stewart
Neenah,USA
Summary
Customer service professional with extensive team leadership and conflict resolution experience. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Proven track record in developing training programs that improve team performance and optimize operations.
Overview
18
18
years of professional experience
Work History
Video Repair Supervisor
Charter Communications, Spectrum
2018.01 - Current
- Handle supervisory calls from customers, troubleshoot, and resolve customer service issues.
- Interviewed, hired, and trained cable repair employees.
- Followed up with assigned representatives on phone status, attendance, punctuality, and performance; conducted weekly team meetings to ensure accountability.
- Resolved interdepartmental customer service and billing issues to enhance customer satisfaction and streamline processes.
- Assessed performance and issued disciplinary action based on evaluation criteria.
- Coached and developed agents to achieve personal and professional goals, fostering a culture of continuous improvement.
- Collaborating with peers to build high performing teams through best practice sharing.
Supervisor
MDS Communications
2008.08 - 2018.01
- Prepare and administer reviews for agents.
- Facilitated sales training for new hires and provided ongoing refresher courses to reinforce sales skills.
- Developed training and coaching curriculum focused on enhancing speech analytics capabilities.
- Oversee disciplinary warnings and assure compliance with the policy.
- Track and report performance metrics.
- Generate weekly and month-end reports.
- Coordinated interdepartmental needs to ensure effective communication.
- Drafted detailed policy memos for review by management.
- Conducted 4-10 hours of cold and warm calling to generate leads for special project campaigns supporting political and nonprofit fundraising efforts.
Education
Human Resources Essentials Certificate -
Cornell University
Ithaca, NY2025-09
Associate Degree - Early Childhood Education
Fox Valley Technical College
1997-01
Medical Assistant License -
Fox Valley Technical College
Skills
- Telecom product knowledge
- Technical troubleshooting
- Project coordination
- Software proficiency
- Customer complaint resolution
- Time management
- People management
- Team performance development
- Collaboration skills
- Judgment and initiative
- Critical thinking
- Technical documentation
- Customer service skills
- Active listening
- Emotional intelligence
Timeline
Video Repair Supervisor
Charter Communications, Spectrum
2018.01 - Current
Supervisor
MDS Communications
2008.08 - 2018.01
Human Resources Essentials Certificate -
Cornell University
Associate Degree - Early Childhood Education
Fox Valley Technical College
Medical Assistant License -
Fox Valley Technical College