Michelle Wright
Queens
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Consultant
Self
05.2020 - Current
- Equip new business owners with tools needed to build relationships with new and future customers
- Created a step-by-step program which clients learned how to cultivate and maintain customer relationships
- Created marketing templates which are still in use by former clients
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
Customer Care Representative
Spectrum
11.2021 - 09.2023
- Handled a call average of 75 inbound calls and 20 outbound calls per day
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Reservation and Dispatch Specialist
Vital Transportation
10.2017 - 02.2020
- Became the go-to person for "out of the box" resolutions and retention
- Responded to high volume of phone and email requests to provide logistics information.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Coordinated regular inspections of vehicles and scheduled preventive maintenance.
- Monitored and tracked dispatch communication systems.
Customer Service Manager
Merchant Bank Card
08.2015 - 02.2017
- Trained groups of 3-4 Customer Service rep
- Created and implemented new techniques to help our customers and my team
- Pre-screened all potential hires in customer service department
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
Reservation Agent
Skyline Car service
10.2013 - 07.2015
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Skills
- Delivery Monitoring
- Customer Acquisition
- Inbound Call Management
- Inventory Tracking
- Data Entry
- Data Collection
- Call Management
- Microsoft Outlook
- Active Listening
- Prioritization
Timeline
Customer Care Representative
Spectrum
11.2021 - 09.2023
Customer Service Consultant
Self
05.2020 - Current
Reservation and Dispatch Specialist
Vital Transportation
10.2017 - 02.2020
Customer Service Manager
Merchant Bank Card
08.2015 - 02.2017
Reservation Agent
Skyline Car service
10.2013 - 07.2015