Nada M. Michaud
Goodyear,AZ
Summary
Dedicated Customer Service Supervisor with a strong track record in enhancing service quality and efficiency. Expert in guiding customer service representatives to achieve optimal performance and elevate customer experiences. Recognized for integrity and resilience, consistently inspiring teams to exceed Key Performance Indicator metrics. Proven success in resolving complex issues, increasing team productivity, and implementing effective service protocols.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor - Remote
THE HOME DEPOT
Kennesaw, USA
05.2020 - 02.2025
- Directed activities of 10-15 team members, fostering an environment focused on results.
- Established methods for creating an effortless experience through call evaluations.
- Labeled core vision elements to unify behavioral standards in customer interaction.
- Honored milestones and noteworthy achievements to emphasize ongoing improvements.
Customer Service Supervisor
LIBERTY MUTUAL INSURANCE
Chandler, USA
05.2017 - 02.2020
- Led a team of 12 to 15 representatives to ensure consistent performance.
- Boosted team's morale by fostering an environment of encouraging communication.
- Facilitated self-analysis within the team through engaging feedback.
- Detected outliers, advised team members on behavior changes and ensured alignment with company objectives.
Temporary Billing Customer Service Supervisor
LIBERTY MUTUAL INSURANCE
02.2017 - 05.2017
- Managed team of 12-15 representatives ensuring consistent performance.
- Executed hiring process by selecting and onboarding qualified individuals for roles in billing customer service.
- Documented performance and attendance data to assess representative eligibility for role conversion.
- Refined protocols to support seamless transitions for temporary supervisors.
Team Lead
LIBERTY MUTUAL INSURANCE
06.2016 - 02.2017
- Delivered constructive feedback to agents addressing performance gaps.
- Ensured accurate maintenance of performance records through detailed oversight.
- Guided and coached new hires to ensure a smooth transition into their roles.
- Analyzed trending reports on a daily, weekly, and monthly basis to spot performance inconsistencies.
Customer Information Specialist
LIBERTY MUTUAL INSURANCE
04.2016 - 06.2016
- Responded to customer-facing emails with tailored advice regarding their policies
- Processed incoming requests from sales agents for existing customers
- Uploaded incoming documents directly to the customer’s history and processed necessary changes required based on form selections
Customer Service Representative
LIBERTY MUTUAL INSURANCE
12.2014 - 04.2016
- Handled updates to personal insurance policies through efficient response to customer inquiries.
- Fostered strong connections with customers via attentive listening and customized guidance.
- Conducted thorough policy reviews to retain potential cancelling policyholders.
- Made informed decisions to optimize clients' payment strategies.
Customer Service Representative
AXIS EMPLOYMENT SERVICES
Phoenix, USA
06.2014 - 12.2014
- Explained billing details during customer interactions.
- Facilitated payment processes and tailored billing solutions to meet customer requirements.
- Adhered to established guidelines while making balanced business decisions.
- Engaged with lending partners for thorough updates on lender data, confirming coverage compliance.
Education
Some College (No Degree) - General Studies
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZSkills
- Customer service
- Conflict resolution
- Data analysis
- Time management
- Sales strategies
- Effective communication
- Team building
- Problem-solving
- Team productivity
- Performance evaluation
- Call monitoring
- Adaptability and flexibility
- Performance management
- Verbal and written communication
- Call center management
- Call flow maximization
- Service delivery optimization
- Empathy and patience
- Call center operations
- Team building and leadership
Timeline
Customer Service Supervisor - Remote
THE HOME DEPOT
05.2020 - 02.2025
Customer Service Supervisor
LIBERTY MUTUAL INSURANCE
05.2017 - 02.2020
Temporary Billing Customer Service Supervisor
LIBERTY MUTUAL INSURANCE
02.2017 - 05.2017
Team Lead
LIBERTY MUTUAL INSURANCE
06.2016 - 02.2017
Customer Information Specialist
LIBERTY MUTUAL INSURANCE
04.2016 - 06.2016
Customer Service Representative
LIBERTY MUTUAL INSURANCE
12.2014 - 04.2016
Customer Service Representative
AXIS EMPLOYMENT SERVICES
06.2014 - 12.2014
Some College (No Degree) - General Studies
Maricopa Community Colleges, Estrella Mountain Community College