Michelle V. Boyd
Florissant,MO
Summary
A customer service professional with over 20 years’ experience demonstrating sound business judgment, decisiveness, well-developed planning, analytical, and extensive communication skills.
Overview
40
40
years of professional experience
2
2
years of post-secondary education
Work History
Credit Service Center
Earth City, MO
1 1
Internet/Voice Repair Representative
Spectrum
Bridgeton, MO
01.2021 - Current
- Manage inbound/outbound calls troubleshooting technical inquiries and company provided services
- Multitask several advanced systems and tools along with patience and effective communication skills to help assist customers with technical, internet, phone, video and billing inquires and resolutions.
CSR III – Specialty Desk
01.2007 - 01.2021
- Member of a specialized group receiving inbound calls/emails from our critical customers
- Service area consisted of 21 states across the country with the major focus on CA, PA and IL
- Processed an average of 500-700 calls per week
- Activities included cuts in landlord set ups, activating new business accounts, making sure documents were forwarded to correct departments for follow up such as tax-exempt forms, W-9 for commercial businesses, return check processes, autopay activation, etc
- Identified and explained complex billing, metering, and sewer service issues to customers
- Provided training and orientation for new staff.
American Water
Alton, IL
01.2005 - 01.2021
Call Handling
CSR I
01.2005 - 01.2007
- Received inbound calls from customers to clarify needs, answer questions, and assist in the resolution of concerns
- Worked with customers, management, and other departments to resolve problems and answer questions critical to customer retention
- Issued and maintained service orders
- Sorted/Distributed/Processed correspondence.
Customer Financial Professional
01.2004 - 01.2005
- Managed productivity of 120 plus calls per day
- Educated guests on accounts
- Collected and posted accounts to meet monthly quota.
Item Processor
Michelle V. Boyd, Bank of America
St. Louis, MO
01.2000 - 01.2004
- Operated NCR 10-key proof machine to verify daily transactions
- Encoded, endorsed, and balanced teller transactions
- Researched bank check errors and made necessary corrections
- Performed additional duties such as batching and error corrections upon request.
Item Processor
Commerce Bank
St. Louis, MO
01.1999 - 01.2000
- Operated NCR 10-key proof machine to verify daily transactions
- Encoded, endorsed, and balanced transactions
- Researched bank check errors and made necessary corrections
- Performed additional duties such as batching and error corrections upon request.
Education
Business Management, Public Relations
Florissant Valley Community College
01.1993 - 01.1995
Mass Communications, Public Relations and Journalism
Knoxville College
High School Diploma - undefined
Cardinal Ritter High School
Skills
Comprehensive knowledge ofMicrosoft Word, Outlook, Excel and AccessCreating PowerPoint presentations and writing reports Efficiently navigate database software including SAP, Calabrio, Finesse, IDA, My Time, Cisco, Webex, Panorama, and specialized systems for internet and voice service
Recordkeeping strengths
Shipping procedures understanding
Professional telephone demeanor
Order fulfillment
Timeline
Internet/Voice Repair Representative
Spectrum
01.2021 - Current
CSR III – Specialty Desk
01.2007 - 01.2021
American Water
01.2005 - 01.2021
Call Handling
CSR I
01.2005 - 01.2007
Customer Financial Professional
01.2004 - 01.2005
Item Processor
Michelle V. Boyd, Bank of America
01.2000 - 01.2004
Item Processor
Commerce Bank
01.1999 - 01.2000
Business Management, Public Relations
Florissant Valley Community College
01.1993 - 01.1995
Mass Communications, Public Relations and Journalism
Knoxville College
High School Diploma - undefined
Cardinal Ritter High School
Credit Service Center
1 1