Michelle Sullivan
Hernshaw,WV
Summary
Dynamic customer service representative with a proven record of enhancing customer satisfaction through effective problem-solving and communication. Adept at CRM software, with a focus on tracking interactions and maintaining detailed records.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
CASCI
Charleston, West Virginia
2016.01 - Current
- Delivered exceptional customer support, fostering loyalty and satisfaction levels.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Tracked interactions and maintained accurate records using CRM software.
- Managed high-volume calls with professionalism and patience.
- Gathered customer feedback to identify service improvement areas.
- Trained new staff on customer service protocols and systems.
- Provided accurate information on products and services in response to inquiries.
- Collaborated with departments to resolve complex issues, meeting customer needs.
Homeland Secretary
State of West Virginia
Charleston, West Virginia
2010.05 - 2015.11
- Coordinated scheduling and logistics for meetings of state officials, maximizing time and resource efficiency.
- Arranged travel itineraries for state representatives, ensuring thorough preparation for engagements.
- Streamlined interdepartmental communication to enhance operational efficiency and collaboration.
- Prepared and organized official documents for timely review and distribution.
- Maintained confidential records for the department, ensuring data protection and compliance.
- Handled telephone inquiries, providing information and transferring calls as needed.
- Performed data entry into systems, guaranteeing accuracy of all information.
- Responded to customer inquiries via email or phone with professionalism and courtesy.
Front Office Supervisor
Family Care Clinic
Charleston, West Virginia
2001.04 - 2014.07
- Supervised daily operations and staff activities at a busy family care clinic.
- Trained front office staff on clinic procedures and customer service protocols, enhancing patient interactions.
- Assisted patients with insurance verification and registration for efficient intake.
- Maintained patient records, ensuring accuracy in electronic health systems.
- Implemented office policies that streamlined workflow and improved team collaboration.
- Resolved customer complaints professionally to maintain service standards.
- Established policies and procedures for front office operations, contributing to overall operational efficiency.
- Managed inventory levels of supplies and equipment used by the front office team.
Education
GED -
East Bank
East Bank, WV1996-06
Skills
- Customer relationship management
- CRM software proficiency
- Complaint resolution
- Call handling techniques
- Customer consulting
- Data entry accuracy
- Operational efficiency
- Service improvement analysis
- Interdepartmental collaboration
- Attention to detail
- Problem solving
- Effective communication
- Professionalism under pressure
- Multitasking and organization
- Prioritization
- Multi-line phone talent
- Phone communication
- Empathy and patience
- Adaptability in service roles
- Punctuality and reliability
Timeline
Customer Service Representative
CASCI
2016.01 - Current
Homeland Secretary
State of West Virginia
2010.05 - 2015.11
Front Office Supervisor
Family Care Clinic
2001.04 - 2014.07
GED -
East Bank