Michelle Wells
Vermontville,MI
Summary
Results-driven Group Leader known for high productivity and efficient task completion. Specialize in team management, strategic planning, and conflict resolution. Excel in communication, leadership, and problem-solving to achieve project goals and foster a collaborative team environment.
Seasoned Group Leader with background in managing, coordinating, and facilitating team operations. Skilled in fostering cooperation among diverse team members to accomplish collective objectives. Known for enhancing productivity through effective communication and problem-solving abilities. Successfully led teams towards goal achievement while promoting a positive work environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Group Leader
CSL Plasma
Lansing , MI
10.2024 - Current
- Monitored progress on projects, providing feedback and support as needed.
- Identified training needs for group members; provided instruction when appropriate.
- Enforced organizational policies while creating an environment that encourages open dialogue.
Assistant Manager
CSL Plasma
Maple Shade Township, New Jersey
10.2023 - Current
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Ensured compliance with safety regulations and company policies.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Managed customer service inquiries and complaints in a timely manner.
- Developed a system for tracking inventory and ordering supplies as needed.
- Maintained accurate records of sales transactions using point-of-sale systems.
Center Supervisor
CSL Plasma
Lansing , MI
02.2023 - Current
- Managed the budget for the center ensuring that costs are kept within allocated limits.
- Inspected equipment regularly for proper functioning and safety hazards before use by staff or customers.
- Ensured compliance with local health regulations by conducting regular inspections of facilities.
- Supervised staff of up to 10 employees, providing guidance and direction to ensure efficient operations.
- Created weekly work schedules for all staff members based on business needs.
- Evaluated employee performance through one-on-one meetings and annual reviews.
- Maintained accurate records of transactions for inventory control purposes.
- Resolved customer complaints in an efficient manner while maintaining excellent customer relations.
- Implemented strategies to increase sales volume while maintaining profitability goals.
- Coordinated activities between different departments within the organization such as marketing and finance.
- Provided feedback to team members regarding job performance improvement opportunities.
- Assisted customers with inquiries or problems related to their purchases or services rendered.
- Resolved conflicts among team members in a timely manner using effective communication skills.
Group Leader Reception
CSL Plasma
Lansing , MI
06.2017 - Current
- Maintained a high level of communication between group members and other departments.
- Monitored progress on projects, providing feedback and support as needed.
- Communicated effectively with stakeholders at all levels within the organization.
- Encouraged team members to take initiative in their roles by offering rewards for going above expectations.
- Adhered to safety regulations while leading staff in the field or laboratory settings.
- Enforced organizational policies while creating an environment that encourages open dialogue.
- Provided assistance with conflict resolution among team members.
- Identified training needs for group members; provided instruction when appropriate.
- Assisted with onboarding new employees into the organization's culture, policies, and practices.
- Implemented strategies designed to improve efficiency across multiple departments.
Phlebotomy Specialist
Grifols Talecris Plasma
Lansing, MI
06.2014 - 01.2017
- Maintained a clean work environment by wiping down surfaces and disposing of used materials properly.
- Ensured that all paperwork was completed correctly and submitted promptly to the laboratory for processing.
- Collected blood specimens for laboratory analysis according to established procedures.
Customer Service Representative Budtender
Your Healthy choice clinic
Lansing, MI
02.2008 - 06.2014
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Collected deposits or payments and arranged for billing.
- Provided top quality control and eliminated downtime to maximize revenue.
- Provide patient with information they need to get the correct medication.
Skills
- Project management
- Employee training
- Regulatory compliance
- Conflict resolution
- Customer service
- Inventory management
- Staff supervision
- Safety management
Affiliations
- Can learn and am whiling to learn anything
Languages
English
Native/ Bilingual
Certification
- Front Desk Fundamentals Certification
- Revenue Management
- Campspot’s Revenue Management
- Campspote Certfication Program
Timeline
Group Leader
CSL Plasma
10.2024 - Current
Assistant Manager
CSL Plasma
10.2023 - Current
Center Supervisor
CSL Plasma
02.2023 - Current
Group Leader Reception
CSL Plasma
06.2017 - Current
Phlebotomy Specialist
Grifols Talecris Plasma
06.2014 - 01.2017
Customer Service Representative Budtender
Your Healthy choice clinic
02.2008 - 06.2014
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