Michelle Farrish
Winston-Salem,NC
Summary
Experienced Customer Service Representative with 25+ years of enhancing customer satisfaction across diverse industries. Achieved 95% customer satisfaction rate by efficiently resolving complex issues using enterprise systems, including Microsoft Office. Adaptable, seamlessly transitioning from in-person to remote support roles. Proven track record in cultivating strong client relationships that contribute to company success.
Overview
26
26
years of professional experience
Work History
Member Services Representative
Elevance Health / BioPlus Specialty Pharmacy
07.2022 - 09.2024
- Helped large call volume of customers every day with positive attitude and focus on customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained a 95% service by adhering to company policies and standards in all member interactions.
- Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
- Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
Unemployed
NC Unemployment
03.2020 - 07.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Strong personal computer usage and Internet proficiency skills
- Ability to type 45 wpm minimum with accuracy
Customer Service Representative II
Hanesbrands
06.2018 - 03.2020
- Worked in a Call Center Environment also WFH setting.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Flexible with scheduling as business needs dictate
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
- Ability to learn and navigate new software quickly.
Customer Service Representative /Team Leader, Logistics
Salem Global Logistics
02.2017 - 06.2018
- Contributed to the overall success of the organization by applying effective leadership skills and constantly striving for excellence within the logistics department.
- Increased customer satisfaction with timely deliveries by optimizing routing and scheduling.
- Oversaw inventory control procedures, reducing instances of stock discrepancies or shortages within the warehouse facility.
- Coordinated transportation schedules to ensure timely deliveries while minimizing costs related to fuel consumption and vehicle maintenance.
- Directed shipping and receiving of wide range of products daily.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Monitored logistics performance and identified improvement opportunities.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
Courier Dispatcher /Call Center Customer Service Representative
Falcon Express Transportation Inc.
04.2006 - 11.2013
- Developed strong relationships with clients through proactive communication regarding delivery status updates or potential delays.
- Coordinated with other dispatchers for seamless handoff of tasks during shift changes.
- Resolved customer issues promptly, leading to increased satisfaction rates and repeat business.
- Provided ongoing training for couriers on safety procedures, route planning techniques, and customer service best practices.
- Maintained accurate records of courier schedules and availability, minimizing delays in dispatching assignments.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Answered phone calls and responded to customer emails.
Dispatcher Coordinator
Pitt Ohio Express
02.1999 - 09.2013
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- 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.
- Collaborated with other departments to streamline processes and improve overall operational efficiency.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Customer Service Manager
Shoppers Food Warehouse
02.2003 - 04.2006
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Improved team morale by 90% recognition program for exceptional customer service.
- Performed Bookkeeping duties to include preparing cashier cash drawer to balance at the end of each shift.
Education
High School Diploma -
DuVal High School
Lanham, MD06-1987
Skills
- Empathy
- Active Listening
- Genesys Cloud
- Maces system
- Facets system
- Enterprise
- Compass
- Healthcare
- Teamwork and collaboration
Additionalinformation - Redundantinformation
Outlook
Timeline
Member Services Representative
Elevance Health / BioPlus Specialty Pharmacy
07.2022 - 09.2024
Unemployed
NC Unemployment
03.2020 - 07.2022
Customer Service Representative II
Hanesbrands
06.2018 - 03.2020
Customer Service Representative /Team Leader, Logistics
Salem Global Logistics
02.2017 - 06.2018
Courier Dispatcher /Call Center Customer Service Representative
Falcon Express Transportation Inc.
04.2006 - 11.2013
Customer Service Manager
Shoppers Food Warehouse
02.2003 - 04.2006
Dispatcher Coordinator
Pitt Ohio Express
02.1999 - 09.2013
High School Diploma -
DuVal High School
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