Unica Michel
Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Universal Glass Az
Phoenix, AZ
01.2023 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assistant Teacher
Temple KOL AMI
Scottsdale, AZ
08.2022 - 12.2023
- Maintained safe, educational environment for students during learning and free play time.
- Assisted teacher with enrichment activities, correcting papers or supervising classroom to foster positive learning environment
- Worked with students to reinforce learning of material or skill introduced by teacher.
- Arranged age-appropriate activities to help children develop interests and talents.
- Assisted children at mealtime to teach social and self-help skills and sound nutritional practices.
- Communicated regularly with parents, teachers and administrators regarding student progress and needs.
- Supported and documented student growth and progress to achieve academic, social and emotional goals.
- Observed student performance and analyzed individual records to assess progress.
- Built and strengthened positive relationships with students, parents and teaching staff.
Administrative Assistant (Temporary Contract)
Matrix Medical
Scottdale, AZ
06.2022 - 08.2022
- Inventoried and ordered supplies for office.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Prepared and prioritized calendars and correspondence.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Reported audit findings and made recommendations for correction of unsatisfactory conditions, improvements in operation and reductions in cost.
Service Advisor
Hoblit Chevrolet Buick GMC
03.2021 - 05.2022
- Review and verify vehicle warranty protections and service contract coverage.
- Develop cost estimates, work orders, and other paperwork related to necessary repairs.
- Leverage automotive technology and product knowledge to clearly address customer needs.
- Share the status of service appointments.
- Schedule appointments for service technicians.
- Resolve customer complaints and make follow-up calls to facilitate a positive service center experience.
- Lead vehicle pick-up efforts by coordinating efforts with auto service porters and customers.
- Manage all automotive paperwork, including repair orders, invoices, and maintenance records.
Cashier Team Lead
Burger King
Colusa, CA
03.2017 - 07.2021
- Answered customer questions and provided store information.
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Processed payments promptly for customers to exceed productivity standards.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Learned roles of other departments to provide coverage and keep store operational.
Office Assistant
Hoblit Motors
Colusa, CA
09.2018 - 03.2021
- Assisted in monthly account billing.
- Took part in sending and receiving money for accounts payable and receivable.
- Was charge of managing customer loyalty program.
- Provided exceptional customer service by appropriately answering client concerns, forwarding messages and confirming appointments as necessary.
- Welcomed and greeted all visitors.
- Managed filing systems.
- Updated paperwork, maintained documents and word processing.
- Scanned all paperwork that came through the office and loaded it onto system filing system.
- Screened and directed calls for management.
- Managed appointment schedule.
Education
Bachelor of Arts - Forensic Psychology
Arizona State University
Tempe, AZ12-2024
Associates Degree - Psychology
Yuba College
01.2022
Skills
- Bilingual - English & Spanish
- 5 years of Customer Service Experience
- Upselling Products and Services
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Transaction Processing
- Relationship Building
- Microsoft Office Suite
- Administrative and Office Support
References
Business:
Brandon Eib (916)759-4382
Paul Orebaugh (916)801-5109
Jessica Stowe (530)216-0803
Personal:
Craig Richards (530)383-4544
Delfina Lupian (559)414-9395
Isamar Becerra (530)632-6277
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Universal Glass Az
01.2023 - Current
Assistant Teacher
Temple KOL AMI
08.2022 - 12.2023
Administrative Assistant (Temporary Contract)
Matrix Medical
06.2022 - 08.2022
Service Advisor
Hoblit Chevrolet Buick GMC
03.2021 - 05.2022
Office Assistant
Hoblit Motors
09.2018 - 03.2021
Cashier Team Lead
Burger King
03.2017 - 07.2021
Bachelor of Arts - Forensic Psychology
Arizona State University
Associates Degree - Psychology
Yuba College
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