Michelle Thorn
Milwaukee,WI
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
26
26
years of professional experience
Work History
Customer Service Representative Team Lead
Johnson Controls Inc
Milwaukee, WI
08.1998 - 12.2022
- Responsible for providing account management support to all channels, (i.e., Distributors, OEM’s, ABC’s,
- Responded to customer calls and emails to answer questions about products and service.
- Managed over 50 customer calls per day.
- Responded to internal Branch offices, sales and other internal customers), processes orders, research and respond to customers inquiries, and addresses customers concerns/issues within designated time frames.
- Perform task using internal systems, such as AMOS, NxGen, Symix, and various portal applications.
- Manages imaging inbox including all customers documentation and correspondence in a timely manner, issues credit/debit request and answer invoice inquiries for customers.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Developed and maintained strong relationships with customers to foster repeat business.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Services Representative
Universal Savings Bank
Milwaukee, WI
11.1996 - 07.1998
- .Answered inbound/outbound calls assisting merchants with their credit cards machine transactions.
- • Provided technical support to merchants whenever there were any issues with their credit card machines.
- Discussed financial options with clients and provided informed suggestions.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Education
Bachelor of Arts - Business Management
Concordia University Wisconsin
Mequon, WI05.2012
Skills
- Customer Service (10 years)
- Credit and Debit Card Processing
- Coaching and Mentoring
- Telephone Etiquette
Timeline
Customer Service Representative Team Lead
Johnson Controls Inc
08.1998 - 12.2022
Customer Services Representative
Universal Savings Bank
11.1996 - 07.1998
Bachelor of Arts - Business Management
Concordia University Wisconsin