Michelle Thompson
Customer Service & Dispatch
Wildomar,CA
Summary
Diligent Customer Care brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
11
11
years of professional experience
Work History
Customer Care Representative & Telemarketer
Fidelis Elite Systems
Lake Elsinore, CA
12.2012 - Current
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Delivered customer support to high call load each shift.
- Built sustainable relationships of trust through open communication with customers.
- Gathered customer feedback to suggest improvements for products and services.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Provided feedback on customer service efficiency to deliver better support options.
- Processed orders accurately and efficiently according to established procedures.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Provided training support for new hires related to customer service processes and procedures.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
Education
High School Diploma -
Rocks Learning Center
Riverside, CA01-1993
Skills
- Data Entry
- Customer Service
- Appointment Scheduling
- Email Correspondence
- Dispatch Appointments
- Assign Routes for Sales Techs
- Assign Routes for Field Techs
Languages
English
Professional
References
References available upon request.
Timeline
Customer Care Representative & Telemarketer
Fidelis Elite Systems
12.2012 - Current
High School Diploma -
Rocks Learning Center
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