Michelle Washington
Mount Pleasant,SC
Summary
Objective: Secure a position that leverages management, leadership, and training expertise to drive organizational success. Extensive experience in quality assurance and employee development provides the skills necessary to enhance team performance and foster a culture of continuous improvement. Proven ability to thrive independently and as a collaborative team member or leader ensures adaptability in diverse work environments. A dedicated professional committed to excellence, consistently striving to exceed expectations and contribute positively to organizational goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Verizon
01.2020 - Current
- Develop and maintain a thorough knowledge of Verizon products, services, promotions, pricing plans, billing, and policies. Greet customers in a friendly manner and provide excellent customer service. Assist customers by selecting the best product or service to meet their needs. Answer questions about features, benefits and availability of products and services. Process payments for purchases and activate new accounts. Upsell additional products and services when appropriate. Maintain accurate records of customer interactions and transactions. Setting goals to improve and propose recommendations to EPD to make progress. Responsible for responding to all customer feedback and inquiries. Diagnoses and troubleshoot technical issues reported by customers, providing step-by-step guidance and solutions in a clear manner. Interacting with customers via multiple channels (email, chat, and phone) to address inquiries, resolve issues, and provide guidance. Generating sales by using your passion for cutting edge technology. Experience processor. Ability to multi-task and de-escalate situations across omni-channel communication inquiries. Ability to prioritize tasks, organize, and strict attention to detail. Manage and respond to feedback from customers’ complaints that may be reported to third party or the company and work direct with our legal team or different department to resolve and respond to the escalated customer complaints. Handle inbound and outbound calls, live chats, emails, and texts to assist consumers. Review, monitor, engage, and keep track of a high volume of customers per day. Work in a startup environment to strive for improvement with both the quality and method of interaction with patients. Provide problem-solving resolutions to inquiries and recommendations based on account assessment. Making daily outbound calls to drive sales using Salesforce, Sales, Excel, Word, Outlook, CRM, Word, GVT, YMS, GLS, HOST, Microsoft Office, Saas Solution, Slack, Google Suites, Full story, TeamViewer, Daxko operations, AtvieNet and Microsoft office and building reports in Excel. Meeting and exceeding KPIs.
AmeriHealth Caritas
01.2020 - 01.2023
- Responsible for responding to a diverse membership and their providers as well as other customers in a timely, professional, and courteous manner. This includes inbound and outbound members and/or provider phone calls or correspondence regarding benefit, eligibility, or customer issues. Makes outreach welcome calls to new members and conduct Health Risk Assessment Surveys as needed.; Provides member education and assists members with PCP selection and assignments.; Assists with access to care and wellness program. Follows internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures. Providing superior customer service to our customers and continually seeking to understand the needs of the insurance and provider. Resolve an inquiry on first contact while ensuring that the inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner. Provide feedback and/or solutions to supervisor to ensure continuous process improvement and provide better customer experience. Creates and supports an environment which fosters teamwork, cooperation, respect, and diversity. Maintain an awareness of all product knowledge information. Able to respond positively to support change within the department and the company. Routinely meet or exceed contact center key performance indicators. Ability to multi-task and de-escalate situations across omni-channel communication inquiries. Ability to prioritize tasks, organize, and strict attention to detail
Trade Port Logistics
01.2020 - 01.2023
- Entering accurate shipment data, printing bill of ladings, preparing shipment files both electronically and manually/paper, communicating in a professional manner and following up with customers via email, phone, their data portal, and other methods as required. Effectively and proficiently use the WMS Warehouse Management System. Answering phone calls, assisting as needed. Research containers and trailer data and provide reporting to carriers. Performs other duties as assigned and assists in other areas as needed. Organized, detail oriented, well with numbers/analytical, accurate data entry, work well under pressure, excellent multi-tasking. Reporting skills, professional output of data for customer needs. Following written and verbal processes and adhering to standards. Using Microsoft Office; Excel (key skillset), Outlook, Word, GVT, YMS, GLS, HOST, Microsoft Office, Adobe reader and Trade port logistics system. Reviews and analyze daily and weekly reports to check service levels and inventory turns. Monitors product data to ensure individual goals are met for fill rate, in stock, and order placement. Organize and prioritize purchase orders, maintain inventories, monitor usage inconsistencies, price changes, pack changes and vendor back orders.
Metronet
01.2020 - 01.2021
- Provide strong understanding and enthusiasm for technology, especially around MetroNet products and services. Maintain detailed sales product knowledge, including competitive information; Meet or exceed sales quotas in an accountability-based culture. Provide strong understanding and enthusiasm for technology, especially around MetroNet products and services. Maintain detailed sales product knowledge, including competitive information. Provide superior customer service with all customer interactions. Evaluate customers’ potential product needs and make appropriate recommendations, handle customer issues in an effective and professional manner. Properly document all customer interactions. Maintain a high level of customer satisfaction with a focus on first call resolution. Provide ONT troubleshooting, rebuilding, and provisioning. Complete router troubleshooting and setups; Ability to leverage multiple applications (Zendesk, VES, Nice). Provide voice service troubleshooting and reset voicemail passwords. Educate customers on setting up their customer portal account. Utilize retention techniques to proactively retain existing customers from canceling service. Manage store inventory, process equipment transactions, and handle high volumes of payment activity with a focus of maximizing customer experience.
Cashier
Lowes
01.2020 - 01.2020
- Responsible for delivering quality customer service while maintaining a store that is clean, safe, and stocked with the products customers need. As a Customer Service Associate, deliver a seamless checkout experience that is quick, professional, and friendly. Ensuring merchandise is accurately accounted, scanned, and meets the needs of customers. Engaging in safe work practices and encouraging others to do the same. Delivering excellent customer service during the checkout process. Ensuring the customer is satisfied and encouraged to come back to Lowe’s, by engaging with customers and paying close attention to details.
Customer Success Support
Benefit-focus
01.2019 - 01.2019
- Establish a process and accountability for critical escalation and prioritization. Assist in company-wide initiatives as indicated through the Operations Team. Advocate on behalf of customers to ensure timely resolution of critical issues. Serve as the first point of contact for customers over the phone. Communicate benefit plan details, help customers navigate our software, and help to resolve any enrollment-related issues. Accurately document each customer interaction in Salesforce
- Provide an accurate timeframe for issue resolution if not able to resolve initially. Using Salesforce, Zendesk, VES, Slack, and Nice systems.
Customer Support Specialist
Boeing
01.2015 - 01.2019
- Responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients. Communicate with customers either via phone, email or face-to-face in relation to a product or service, plus potentially overseeing a team of Customer Service agents. Delivering a comprehensive service to inquire customers. Possibly delegating certain customer inquiries to specific teams. Create customer loyalty by ensuring high quality customer service at a reasonable cost, interpret and response to customer inquiries, and improve customer relationships. Managing customers’ accounts. Keeping a record of customer interaction and details of actions taken. Generating sales leads, building sustainable relationships where necessary. Reporting back on results. Handling complaints and arranging promotional events. Ability to multi-task to resolve concerns quickly and accurately. Issues of orders for new service. Coordinating the sales team by managing schedules, filing important documents, and communicating relevant information. Ensuring the adequacy of sales-related equipment or material. Responding to complaints from customers and giving after-sales support when requested. Track work through Salesforce.
Assembler Quad-Bot
Boeing
01.2011 - 01.2015
- Perform routine production assembly operations on structure and mechanical sub/assemblies using manual and automated processes. Perform a variety of manual and automated operations including drilling and fasteners installation on a variety of detail parts (aluminum/composite/titanium). Work from electronic models, manufacturing specifications, procedures, and instructions. Select and load specified computer programs using a Windows based system. Monitor machine operations and parts quality. Initiate machine cycles and monitor run time performance. May load and unload assemblies. Perform routine operator, preventive maintenance, as well as prepare and upkeep secondary systems (i.e., fastener cassette loading, and tool setting). Supervise team productivity, monitor workload, and address periods of shift change.
Supervisor
NCO
01.2009 - 01.2010
- Duties included effectively communicating expectations, consequences, changes, policies, and procedures. Provide motivation for the successful accomplishment of the assigned team's quality standards and goals. Monitor floor activity and calls to assist employees. Provide ongoing feedback to employees regarding files, performance, and improvement opportunities. Diffuse escalated calls, negotiate, and create solutions for resolution. Present, promote, and support all new initiatives. Accurately project and achieve daily, weekly, and monthly revenue goals. Accountable for all decisions, actions, and directives with respect to job responsibilities. Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department. Ensure all incoming calls from clients and/or customers are executed in a professional, polite, and courteous manner. Maintain accurate documentation and recording in required systems. Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
AVP of Operation
Igor
01.2008 - 01.2009
- Duties included supervising a team of call center agents. Provided and documented performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management. Appropriately addressed human resources issues, such as attendance and interpersonal conflicts in the workplace; consulted Department manager and/or Human Resources for guidance as needed. Managed service levels based on client contract agreements. Participated in the interviewing process and made hiring recommendations. Improved customer satisfaction and call quality by monitoring and giving feedback. Increased effectiveness of call monitoring by calibrating with the quality department
Sales & Support Manager
BellSouth/AT&T
01.2003 - 01.2008
- Duties included working in tandem with sales and field service to ensure complete customer satisfaction while successfully managing a sales team of up to twenty sales associates. Assisted clients and vendors with technical and operational questions in a consultative sales model. Provided information on product features and served as a subject matter expert on resolving customer issues after the sale. Managed telecommunications orders for residential customers with the highest degree of accuracy. Effectively managed in a unionized setting. I began my career with BellSouth/AT&T as a sales associate and was quickly recognized as a leader. I became a team leader within one year of being hired and became a manager within nine months after that.
Education
Certified Billing & Coding Specialist -
NHA
01.2025
BSBA - Human Resource Management
Colorado Technical University
Coding Specialist - undefined
Trident Tech
01.2022
Diploma - undefined
Cross High School
01.1988
Skills
- Customer engagement
- Customer service expertise
- Dependable and ethical conduct
- Patient and empathetic
- Time management
- Problem-solving skills
- Decision-making
- Documentation and reporting
- Strategic planning
- Customer relationship management (CRM)
- Sales management
- Workforce management
- Coaching and mentoring
- Policy and procedure development
- Recruiting and interviewing
- Attention to detail
- Multitasking
- Scheduling and coordinating
- Active listening
- Goals and performance
Accomplishments
- Achieved 120% of sales quote.
Certification
- LEAP (Lead Engage and Perform) Certified
- BellSouth Pure Performance (P2) Sales Efficiency Certified
- Multiple years Pinnacle Award Winner
Languages
English
Native or Bilingual
Timeline
Verizon
01.2020 - Current
AmeriHealth Caritas
01.2020 - 01.2023
Trade Port Logistics
01.2020 - 01.2023
Metronet
01.2020 - 01.2021
Cashier
Lowes
01.2020 - 01.2020
Customer Success Support
Benefit-focus
01.2019 - 01.2019
Customer Support Specialist
Boeing
01.2015 - 01.2019
Assembler Quad-Bot
Boeing
01.2011 - 01.2015
Supervisor
NCO
01.2009 - 01.2010
AVP of Operation
Igor
01.2008 - 01.2009
Sales & Support Manager
BellSouth/AT&T
01.2003 - 01.2008
BSBA - Human Resource Management
Colorado Technical University
Coding Specialist - undefined
Trident Tech
Diploma - undefined
Cross High School
Certified Billing & Coding Specialist -
NHA