Michelle Weaver
Columbus
Summary
Career minded professional with a demonstrated history of solid performance. Proficient in all standard office desktop software, strong customer service and multi-tasking skills, expertise in problem resolution, detail-oriented and well organized. Seeking a position to further a company's success by contributing my experience, knowledge and positive attitude.
Overview
8
8
years of professional experience
Work History
CSR
The Chimney Guys
Pataskala
08.2025 - Current
- Assisted customers with inquiries about chimney services and products.
- Processed service requests and scheduled appointments for technicians.
- Maintained accurate records of customer interactions in the database.
- Collaborated with team members to resolve customer complaints effectively.
- Managed incoming calls and provided timely responses to customer needs.
- Conducted follow-ups to ensure customer satisfaction after service completion.
- Handled billing inquiries and processed payments for services rendered.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated daily dispatch operations for efficient route management.
- Collaborated with team members to resolve logistical issues quickly and effectively.
Help desk/Supervisor
Epiq Help-desk
12.2023 - 11.2024
- Assists in locating information for agents
- Answer supervisor calls and resolve customer complaints, inquiries, or requests, including handling difficult situations and irate customers.
- Complete written escalations and processing requests for external and internal clients
- Communicate with other departments to best assist and solve customers' complaints and issues Complete callbacks for both supervisor requests and front line request
- Overlooked high-level inbound calls
- Review agent calls to ensure accurate and correct information was provided and correct procedures were followed. Provide feedback and coaching if needed.
Technical Support/Third Party Insurance Representative
CxLoyalty
Westerville
04.2019 - 07.2020
- Resolve customer complaints, inquiries, or requests which includes handling difficult situations and irate customers.
- Perform sales or support functions as necessary to provide individualized customer service of a high standard professional level.
- Adjust customer accounts to accurately reflect the decisions made to resolve customer inquiries per department procedures.
- Perform data entry functions.
- Identify and communicate to management significant trends in customer inquiries.
- Assist customers with filing insurance claims.
- Helping customers retrieve log in information for sites they subscribe to.
- Processed claims and managed follow-up communications effectively.
- Assisted clients with insurance inquiries and policy information.
- Educated customers on coverage options and benefits available.
Customer Service Rep/Trainer/Team Lead
Eddie Bauer Call Center
Groveport
10.2017 - 04.2019
- Resolve customer complaints, inquiries, or requests which includes handling difficult situations and irate customers.
- Perform sales or support functions as necessary to provide individualized customer service of a high standard professional level.
- Adjust customer accounts to accurately reflect the decisions made to resolve customer inquiries by department procedures.
- Perform data entry functions.
- Review and update all provided reference material to maintain a comprehensive understanding of policy and procedures.
- Identify and communicate to management significant trends in customer inquiries.
- Help with special projects on the call center floor
- Help compile folders for upcoming training
- Assist with training both sales and customer service
- Lead trainer for customer service class and sales class
- Help with nesting both customer service and sales
- Coach/ guide associates in meeting their required audit scores and productivity standards
- Monitor canvas to ensure all associates are on task in training.
- Collaborate with 3rd party employers to ensure all new hire information is accurate.
- Provide daily feedback to management on associate standings.
- Managed daily customer service operations and team performance.
- Trained staff on effective customer engagement techniques.
- Resolved customer complaints using active listening strategies.
- Developed training materials for new team members.
- Implemented quality assurance measures to enhance service standards.
- Coordinated cross-departmental communication for seamless service delivery.
- Facilitated regular team meetings to discuss challenges and solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed schedules to optimize workforce efficiency and coverage.
- Implemented performance metrics to monitor agent productivity and service levels.
- Conducted regular team meetings to discuss goals and share best practices.
- Analyzed call data to identify trends and improve customer interactions.
- Resolved escalated issues by providing guidance and support to staff members.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Delivered constructive call process feedback.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Motivated and promoted team employees from within for key leadership roles.
Education
Medical Assistant Program -
Ross Medical Education Center
Skills
- Faxing/copier
- Telephone transcriptions
- Messaging
- Payroll
- Data processing
- Strong communication skills
- Self-motivated
- Developing technical skills
- Developing computer skills
- Progressive interpersonal skills
- Work well in groups
- Self-confident
- Accepts responsibility
- Research skills
- Planning skills
- Creative ideas
- Meets goals
- Gathers information
- Solves problems
- Outstanding organization skills
- Attention to details
- Sets and achieves goals
- Multi-tasks
- Mainframe
- OMS-ATG
- BF/Pitney Bowes
- Dayforce
- Aspect Via
- Sharepoint
- Ultipro
- Microsoft Office
- Sap
- Talkdesk
- Calbrio
- Client relations
- Vendor relations
- Medicare claims processing
- Medicaid claims processing
- Medical terminology
- Med isoft
- Synapse
- Moss
- Icd-9 coding
- Cpt coding
- Route management
- Dispatch coordination
- Logistical problem solving
Awards
- Perfect Attendance Award, 10/28/13
- Complement call, 04/01/18
- AHT Award, 08/01/18
Timeline
CSR
The Chimney Guys
08.2025 - Current
Help desk/Supervisor
Epiq Help-desk
12.2023 - 11.2024
Technical Support/Third Party Insurance Representative
CxLoyalty
04.2019 - 07.2020
Customer Service Rep/Trainer/Team Lead
Eddie Bauer Call Center
10.2017 - 04.2019
Medical Assistant Program -
Ross Medical Education Center