Michelle Lee Beard
Queen Creek,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Debt Consultant
Freedom Financial Network
2022.10 - Current
- Reduced client debt by negotiating settlements and restructuring payment plans.
- Streamlined client communication processes for increased efficiency in case management.
- Enhanced team productivity by providing ongoing training and support to junior debt consultants.
- Improved client’s financial situations through comprehensive debt analysis and customized action plans.
- Fostered strong relationships with clients, leading to high satisfaction levels and referrals.
- Promoted a positive work environment among colleagues by sharing knowledge, resources, and expertise when needed for collective success as a team.
Manager
T-Mobile USA INC
2019.05 - 2021.01
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing commission payouts and customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Coached employees and trained on methods for handling various aspects of sales, including exceeding B2B leads, complicated issues and difficult customers.
Retention Lead
Cox Communications
2018.11 - 2019.01
- Increased employee incentive programs to promote positive work culture and increase retention.
- Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly to save. Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for Cox B2B.
- Promised best prices for Cox services and maintained accuracy when determining quotes to satisfy and retain.
- Established save offers to customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and backed up other customer service managers.
Store Manager
Wireless Vision
2016.05 - 2018.11
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Bolstered sales volume by implementing incentive program and initiating advanced employee training.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Store Manager
Verizon
2014.01 - 2016.02
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control and store opening and closing procedures.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
Personal Banker
Wells Fargo
2012.08 - 2014.12
- Promoted financial products by maintaining excellent service offering knowledge.
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
Nesting Supervisor
ACT
2008.08 - 2012.05
- Established and oversaw performance targets for call center associates.
- Assessed new employee skills and strengths to provide customized training.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Updated employees with latest policies, procedures and compliance standards.
- Worked with central management to identify, plan, align and address training needs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed quality employees within call center to take over leadership positions.
- Trained team members on performance metrics and consumer behavior identification.
Education
Business Acumen - Business Certificate
Folsom Lake College
Folsom, CA01.2015
High School Diploma -
Center of Academic Success
Douglas, AZ2004
Skills
- Natural leader
- Strong client/employee relations
- Strong conflict resolution skills
- Exceptional communication/upselling skills
- Debt solution management
- Financial History Review
- Client Counseling
- Relationship Building
Timeline
Debt Consultant
Freedom Financial Network
2022.10 - Current
Manager
T-Mobile USA INC
2019.05 - 2021.01
Retention Lead
Cox Communications
2018.11 - 2019.01
Store Manager
Wireless Vision
2016.05 - 2018.11
Store Manager
Verizon
2014.01 - 2016.02
Personal Banker
Wells Fargo
2012.08 - 2014.12
Nesting Supervisor
ACT
2008.08 - 2012.05
Business Acumen - Business Certificate
Folsom Lake College
High School Diploma -
Center of Academic Success
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