Summary
Overview
Work History
Education
Skills
Technology Skills
Timeline
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Michelle LeAnn Thacker

237 Ohio St. Lot 214 Dungannon,VA

Summary

Versatile Customer Service Professional with 10+ years of experience in various customer service environments. Looking to leverage my skills and passion to help people and provide superior customer satisfaction.

Overview

3
3
years of professional experience

Work History

Emergency Roadside Dispatcher

Allied Dispatch Solutions
06.2023 - Current
  • Enhanced customer satisfaction by efficiently coordinating with tow truck drivers and service providers for timely assistance.
  • Facilitated prompt roadside assistance for stranded motorists by maintaining accurate location information and dispatching appropriate resources.
  • Managed high call volumes, ensuring timely support to distressed callers during peak hours and emergency situations.
  • Contributed to team success by consistently meeting or exceeding performance metrics related to call handling time, customer satisfaction, and resource allocation.
  • Maintained a thorough knowledge of local geography, road conditions, and traffic patterns to ensure accurate routing of assistance vehicles.

Server

Waffle House
05.2022 - 05.2023
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Cultivated warm relationships with regular customers.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.

Credit Billing Dispute Analyst

Advanced Call Center Technologies LLC
09.2020 - 05.2022
  • Resolved disputes for Bank Of America efficiently by analyzing transaction data and following established guidelines.
  • Supported clients by maintaining thorough knowledge of regulatory requirements and industry best practices in dispute management.
  • Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
  • Investigated, customer disputed credit card transactions and took proper actions to accurately resolve 1st Chargeback disputes
  • Maintained compliance with Visa, Mastercard, Bank of America, Reg Z/Reg E regulations

Education

High School Diploma -

Rye Cove High School
Duffield, VA
06.2003

Skills

  • Multitasking Abilities
  • Effective Communication
  • Critical Thinking & Decision Making
  • Time Management
  • Active Listening
  • Conflict Resolution
  • Attention to Detail
  • Telephone Etiquette
  • Organizational skills
  • Empathy & Compassion
  • Quality Control
  • Team Work
  • Computer Proficiency
  • Data Entry

Technology Skills


  • Synergy
  • Chronos
  • Armadillo
  • Mastercom
  • Visa
  • Salesforce
  • Verint
  • Microsoft Teams
  • Microsoft Office
  • Email and Chat
  • VoIP (Vonage and Avaya)
  • Video Conferencing
  • POS Systems
  • GPS & Mapping

Timeline

Emergency Roadside Dispatcher

Allied Dispatch Solutions
06.2023 - Current

Server

Waffle House
05.2022 - 05.2023

Credit Billing Dispute Analyst

Advanced Call Center Technologies LLC
09.2020 - 05.2022

High School Diploma -

Rye Cove High School

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Michelle LeAnn Thacker