Michelle Washington
Mount Pleasant,SC
Summary
Dynamic Sales & Support Manager with a proven track record at BellSouth/AT&T, excelling in customer service and data analysis. Adept at driving sales growth and enhancing team performance through effective communication and process improvement. Recognized for achieving high customer satisfaction and exceeding sales quotas in a fast-paced environment.
Overview
23
23
years of professional experience
Work History
Sales/Support Specialist
Verizon
Remote
07.2022 - Current
- Greeted customers warmly, delivering excellent customer service to enhance their experience.
- Assisted customers in selecting optimal products or services based on individual needs, improving satisfaction.
- Answer questions about features, benefits and availability of products and services.
- Develop and maintain a thorough knowledge of Verizon products, services, promotions, pricing plans, and policies.
- Process payments for purchases and activate new accounts.
- Upsold additional products and services, contributing to overall sales growth.
- Maintain accurate records of customer interactions and transactions.
- Diagnose and troubleshoot technical issues reported by customers, providing a step-by-step guidance and solution in a clear manner.
- Interacting with customers via multiple channels (email, chat, and phone) to address inquiries, resolve issues, and prove guidance.
- Generating sales by using your passion for cutting edge technology.
- 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, AvtiveNet and Microsoft office and building reports in Excel.
- Consistently met and exceeded performance benchmarks to enhance team productivity.
Logistics Coordinator
Trade Port Logistics
Mount Pleasant, SC
10.2020 - 07.2022
- Entered accurate shipment data, printed bills of lading, and prepared shipment files both electronically and manually.
- Effectively and proficiently use the WMS Warehouse Management System.
- Organized and prioritized purchase orders, maintained inventories, and monitored usage inconsistencies, price changes, pack changes, and vendor back orders to ensure timely fulfillment.
- Reviews and analyzes 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.
- Researched container and trailer data to deliver accurate reporting to carriers, facilitating efficient logistics management.
- Answered phone calls and addressed customer needs, providing essential support to enhance customer satisfaction.
- 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.
- Organized, detail oriented, well with numbers/analytical, accurate data entry, work well under pressure, excellent multi-tasking.
- Performs other duties as assigned and assists in other areas as needed.
Customer Success Support
Benefit-focus
Mount Pleasant, SC
11.2019 - 09.2020
- Acted as the initial point of contact for customers over the phone, addressing inquiries and concerns.
- Advocate on behalf of customers to ensure timely resolution of critical issues.
- Communicate benefit plan details, help customers navigate our software, and help to resolve any enrollment-related issues.
- Provided clear timeframes for issue resolution when immediate resolution was not possible.
- Accurately document each customer interaction in Salesforce.
- Established processes and accountability measures for critical issue escalation and prioritization.
- Assisted in company-wide initiatives identified by the Operations Team.
- Leveraged Salesforce, Zendesk, VES, Slack, and Nice system to enhance communication and streamline support processes.
Sales Support Coordinator
Metronet
Remote
01.2020 - 08.2020
- Meet or exceed sales quotas in an accountability-based culture.
- Maintain detailed sales product knowledge, including competitive information.
- Provided superior customer service during all interactions, ensuring positive experiences and satisfaction.
- Evaluated customers’ product needs and recommended solutions while effectively resolving customer issues.
- Maintain a high level of customer satisfaction with a focus on first call resolution.
- Provide strong understanding and enthusiasm around technology, especially around MetroNet products and services.
- Properly document all customer interactions.
- Utilized retention techniques to proactively retain existing customers and minimize service cancellations.
- Leveraged multiple applications, including Zendesk, VES, and Nice, to enhance customer support.
- Manage store inventory, process equipment transactions, and handle high volumes of payment activity with a focus of maximizing the customer experience.
- Provide ONT troubleshooting, rebuilding, and provisioning.
- Complete router troubleshooting and setups.
- Provide voice service troubleshooting and reset voicemail passwords.
- Educate customers on setting up their customer portal account.
Assembler Quad-Bot
Boeing
01.2011 - 01.2019
- Executed production assembly operations on structural and mechanical sub/assemblies utilizing manual and automated processes to ensure quality standards.
- Perform a variety manual and automated operations including drilling and fasteners installation on a variety of detail parts (aluminum/composite/titanium).
- Monitor machine operations and parts quality.
- Initiate machine cycles and monitor rune time performance.
- Loaded and unloaded assemblies to support efficient workflow and production timelines.
- Supervised team productivity and monitored workload during shift changes to maintain operational continuity.
- Work from electronic models, manufacturing specifications, procedures, and instructions.
- Select and load specified computer programs using a Windows based system.
- Managed preparation and upkeep of secondary systems, including fastener cassette loading and tool setting.
Supervisor
NCO
01.2009 - 06.2010
- Supervised staff in Customer Service Department to ensure high-quality customer service.
- Motivated team to meet quality standards and achieve goals.
- Monitor floor activity and calls to support employees in real-time.
- Provide ongoing feedback to employees regarding files, performance, and improvement opportunities.
- Diffuse escalated calls, negotiate, and create solutions for resolution.
- Accurately project and achieve daily, weekly, and monthly revenue goals.
- Duties included to effectively communicating expectations, consequences, changes, policies, and procedures.
- Accountable for all decisions, actions, and directives with respect to job responsibilities.
- Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
- Maintain accurate documentation and recording in required systems.
- Addressed team productivity by ensuring quality standards and guidelines were consistently met.
- Present, promote, and support all new initiatives.
AVP of Operation
Igor
01.2008 - 01.2009
- Supervised team of call center agents to ensure operational efficiency.
- Managed service levels in alignment with client contract agreements to meet organizational standards.
- Provided and documented performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management.
- Improved customer satisfaction and call quality by monitoring and giving feedback.
- Increased effectiveness of call monitoring by calibrating with the quality department.
- Resolved human resources issues, including attendance and interpersonal conflicts, to maintain a positive workplace environment.
- Conducted interviews to evaluate potential candidates for open positions.
Sales & Support Manager
BellSouth/AT&T
01.2003 - 01.2008
- Collaborated with sales and field service to achieve complete customer satisfaction while managing a sales team of up to twenty associates.
- Advanced from team lead to manager within ten months of hiring, demonstrating strong leadership potential.
- I began my career with BellSouth/AT&T as a sales associate and was quickly recognized as a leader.
- Supported clients and vendors with technical and operational inquiries, enhancing the consultative sales process.
- 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.
Education
BSBA - Human Resource Management
Colorado Technical University
Remote01.2018
Diploma -
Cross High School
Cross, SC01.1988
Skills
- Human resource management
- Customer service
- Data analysis
- Sales coordination
- Microsoft Excel
- Team building
- Problem resolution
- Process improvement
- Communication skills
- Microsoft office expertise
- Performance tracking
- Multitasking
- Attention to detail
- Inventory management
- Professionalism
- Time management abilities
- Team collaboration
References
References are available upon request.
Certifications And Awards
- LEAP (Lead Engage and Perform) Certified
- BellSouth Pure Performance (P2) Sales Efficiency Certified
- Multiple years Pinnacle Award Winner
Timeline
Sales/Support Specialist
Verizon
07.2022 - Current
Logistics Coordinator
Trade Port Logistics
10.2020 - 07.2022
Sales Support Coordinator
Metronet
01.2020 - 08.2020
Customer Success Support
Benefit-focus
11.2019 - 09.2020
Assembler Quad-Bot
Boeing
01.2011 - 01.2019
Supervisor
NCO
01.2009 - 06.2010
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
Diploma -
Cross High School