MICHELLE WILLIAMS
New Bern,NC
Summary
Highly-motivated professional with experience in customer service, sales, and management. Possess a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively unsupervised and quickly master new skills. Committed to providing every customer a positive and memorable experience.
Overview
22
22
years of professional experience
Work History
FINANCIAL SERVICES ANAYLST II
WINDSTREAM
REMOTE
09.2023 - 03.2024
- New activation deposit compliance auditing and reporting, across the company's internal and external sales channels.
- Analyzed customer data to identify trends and suggest strategies for improvement.
- Reviewed existing credit policies and procedures related to compliance with applicable regulations.
FINANCIAL SERVICES SUPERVISOR
WINDSTREAM
REMOTE
03.2019 - 09.2023
- Responsible for directing the daily tasks of a team of Financial Services representatives that handle financial services functions, including payment arrangements, non-pay suspends and/or disconnections, refunds, write-offs, outside collection agency (OCA) disputes, fraud disputes, and credit policy requirements.
- Monitored the performance of direct reports to drive achievement in company goals for the Consumer Care group through coaching and development, while ensuring members comply with both internal and external regulations, standards, and procedures.
- Managed administrative tasks, including performance management, disciplinary action, attendance tracking, and payroll functions.
CONSUMER CARE TEAM/RETENTION/NESTING LEAD
WINDSTREAM
Charlotte, NC
11.2017 - 03.2019
- As Customer Care Lead, my focus was to ensure a service-oriented, positive, and professional working environment by acting as a supervisory assistant.
- Assist supervisors with managing team members by reporting various statistics at team and individual levels, therefore providing a detailed approach to achieving individual and team goals through direct monitoring, coaching, and development.
- Created weekly and monthly team incentives, guided Consumer Care agents on day-to-day interactions, and escalated issues to achieve positive outcomes and experiences.
- Facilitated nesting for Consumer Care new hire training for Windstream's vendor partnership with Conduent, Montego Bay, Jamaica (July and October 2018).
- Also served as a POC for the Conduent Leadership Team.
CONSUMER CARE SUPERVISOR
WINDSTREAM
10.2016 - 11.2017
- Responsible for directing the daily activities of a team of Consumer Care representatives that handled customer service inquiries via inbound calls
- Monitored the performance of direct reports to drive achievement in company goals for the Consumer Care group through coaching and development, while ensuring members comply with both internal and external regulations, standards, and procedures
- Managed administrative tasks including performance management, disciplinary action, attendance tracking and payroll functions.
PINNACLE AGENT
WINDSTREAM
01.2014 - 10.2016
- As a member of the Consumer Pinnacle Response Team, I was able to utilize previous experience from other roles to actively provide positive experiences for both the consumer and agents on a broader scale within the company
- Supported in coaching and developing team members and continued to bridge relationships between other departments company-wide to achieve overall company goals, while exceeding expectations at the consumer level
- Previous experience and accomplishments afforded me the opportunity to be selected to assist with training and development by heading several new hire classes as they progressed through our 4-week nesting program; Those responsibilities include solidifying and enhancing the foundation from training by reiterating policies and procedures, product knowledge, sales, retention and customer services processes and expectations as part of the transition from new hire training to graduated team members.
CONSUMER CARE SPEACIALIST
WINDSTREAM
07.2007 - 01.2013
- Built customer satisfaction and loyalty through focusing on positive customer service experiences with existing customers through being professional, knowledgeable and accountable
- Utilizing knowledge base and strong interpersonal skills allowed me to engage the customer and provide an effective resolution for an array of concerns ranging from escalated customers, services and products, billing concerns and technical issues daily; therefore, presenting the opportunity to uncover the customer’s need and provide a tailored solution of available services and products that would enhance the customer's overall experience.
CUSTOMER SERVICE REP
T-MOBILE
10.2005 - 05.2007
- Responsibilities include delivering world class customer service, striving for a one-call resolution and building customer satisfaction and loyalty, by providing an effective and timely resolution of a wide range of customer inquiries within a call center environment
- As a CSR-1, I had the opportunity to utilize my strong interpersonal skills to resolve a variety of customer inquiries such as technical, billing, service plan, disputes and escalated customers on a day-to-day basis and was also empowered to solve problems independently and make decisions that were in the customer's best interest.
MEDICAL RECORD ASSOCIATE
LABONE
07.2005 - 09.2005
- Responsibilities included communicating with healthcare/doctor facilities, insurance agents and applicants through outbound calls, emails and faxes to obtain and provide the necessary information required to obtain an Attending Physicians Statement (APS) for various clients within a call center environment; verification of all information provided by the client including correct doctor/facility information, authorization type, copying and prepayment requirements; status the request once submitted to determine if the request was received, estimated turnaround time, and to determine if any additional information is required to process our APS request.
STATION MANAGER
NATIONAL/ALAMO CAR RENTAL LICENSEE
07.2002 - 05.2002
- Executed an effective daily operation of the car rental facility, which included operations management, fleet distributions, customer relations and employee supervision; through supervising, training, developing & motivating employees in various positions, handling employee-related issues, staff scheduling, overseeing productivity, supervising maintenance schedules, maximizing fleet utilization, monitoring and updating rental quotations, and coordinating daily strategies to enhanced sales
- Responsible for all accounting duties including all cash, credit card, and business account transactions processed daily and coordinating those transactions with the corporate office
- Under my supervision, my staff ensured a significantly high quality of customer service and a positive rental experience for all customers
- Other positions held include Counter Agent and Lead Agent.
Education
High School Diploma -
New Bern High School
New Bern, NC05-1997
Skills
- Skilled in Task Management
- Critical Thinking Skills
- Strong Organizational Skills
- Strategic Decision-Making
- Skilled Verbal Communicator
- Effective Adjustment Strategies
- Proactive Self-Starter
- Cross-Functional Team Player
Accomplishments
- Top Overall Quality Performer - 06/2015
- Top Overall Quality Performer - 03/2015
- Top Overall Quality Performer - 10/2014
- Recognized as Employee of the Month - 08/2012
- Recognized as "I am Windstream" - 10/2011
Timeline
FINANCIAL SERVICES ANAYLST II
WINDSTREAM
09.2023 - 03.2024
FINANCIAL SERVICES SUPERVISOR
WINDSTREAM
03.2019 - 09.2023
CONSUMER CARE TEAM/RETENTION/NESTING LEAD
WINDSTREAM
11.2017 - 03.2019
CONSUMER CARE SUPERVISOR
WINDSTREAM
10.2016 - 11.2017
PINNACLE AGENT
WINDSTREAM
01.2014 - 10.2016
CONSUMER CARE SPEACIALIST
WINDSTREAM
07.2007 - 01.2013
CUSTOMER SERVICE REP
T-MOBILE
10.2005 - 05.2007
MEDICAL RECORD ASSOCIATE
LABONE
07.2005 - 09.2005
STATION MANAGER
NATIONAL/ALAMO CAR RENTAL LICENSEE
07.2002 - 05.2002
High School Diploma -
New Bern High School
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