Michelle Wiles
Pahrump,NV
Summary
Dynamic consultant and customer support specialist with a proven track record at ADT Security Services. Excelled in problem-solving and client relationship building, achieving significant improvements in client engagement and retention. Skilled in team leadership and meticulous attention to detail, I spearheaded initiatives that enhanced customer satisfaction and operational efficiency.
Overview
22
22
years of professional experience
Work History
Consultant\Customer Support
ADT Security Services
10.2015 - 03.2023
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Conducted thorough market research and analysis, providing valuable insights for client decisionmaking.
- Negotiated contracts and agreements on behalf of clients, securing favorable terms and conditions.
- Streamlined communication processes for clients, enabling more effective collaboration and decision-making.
- Implemented customer relationship management (CRM) systems, improving client engagement and retention rates.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Dispatcher Coordinator
Triple A
06.2004 - 10.2015
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
- Trained new dispatchers on company procedures, software applications, and communication protocols.
- Reduced response times by streamlining communication between dispatchers and field personnel.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Maintained updated and detailed records of calls in physical and electronic database.
Customer Service Representative/ Reservation Agent
Southwest Airlines
07.2001 - 06.2004
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Education
High School Diploma -
Manual Arts Sr High School
Los Angeles, CA06.1998
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
Timeline
Consultant\Customer Support
ADT Security Services
10.2015 - 03.2023
Dispatcher Coordinator
Triple A
06.2004 - 10.2015
Customer Service Representative/ Reservation Agent
Southwest Airlines
07.2001 - 06.2004
High School Diploma -
Manual Arts Sr High School
Similar Profiles
Michael KuhlMichael Kuhl
ADT Solutions Advisor at ADT Security Services, ADT CorporateADT Solutions Advisor at ADT Security Services, ADT Corporate
DANAYUA SAMPSONDANAYUA SAMPSON
Escalation Specialist at ADT Security ServicesEscalation Specialist at ADT Security Services
Terry Hubbard Jr.Terry Hubbard Jr.
Sales Advisor at ADT Security ServicesSales Advisor at ADT Security Services