Customer Service Training

SHERRI E. MICHELINI

***** ****** ******

Residence: 702-***-****

Las Vegas, Nevada 89141

Cellular: 702-***-****

******@*****.***

PROFESSIONAL OBJECTIVE

To pursue a career with an organization that will utilize my

CUSTOMER SERVICE,COMMUNICATION & CLIENT RELATIONS

skills to benefit mutual success.

SUMMARY OF QUALIFICATIONS

• Qualified professional with over 25 years in positions requiring

excellent CUSTOMER SERVICE & CLIENT RELATIONS skills,

including over 11 years in MANAGEMENT.

• Self-Motivated Team-Player with proficient ORGANIZATIONAL,

ADMINISTRATION & LEADERSHIP abilities: Developing

Strategic Plans & Procedures; Staffing, Training, Evaluating &

Supervising Personnel; Maintaining Quality Controls; Preparing

Accurate Documentation & Reports; Working Well Under Pressure

of Multi-Tasks, Workloads, Deadlines & High-Volume

Environments.

• Proven CUSTOMER SERVICE & CLIENT RELATIONS skills:

Interacting Professionally with Diversified Clientele & Persons on

all Levels of Operations; Troubleshooting, Problem Solving &

Conflict Resolution; Projecting Positive Company Image;

Dedicated to Excellence & Customer Satisfaction/Retention

• Computer Skills: Apple, PC & Kronos Systems; Windows 7,

Microsoft Word, Excel, Access, Quicken, Outlook, Custom &

WordPerfect Software; Peripheral Hardware Installations; Internet

Browsers; Apple Pages & Social Media; Avaya Phone System.

• PROFESSIONAL EXPERIENCE

3/12 – Present

GES (Global Experience Specialists) – Las Vegas, Nevada

EXHIBIT COORDINATOR

Responsible for exemplary customer service and processing of 50

international and domestic calls daily for “one of largest” Convention,

Trade Show & Event Production Company’s high-volume Call Center

including: Assisting new and established clients with trade show

schedules and booth setup logistics including furniture, carpet, signage,

freight and other requirements; Obtaining unit material orders for design

team; Utilizing Windows 7, Microsoft Word, Oracle, Sales Force and

Outlook Software to enter exhibitor and show information, as well as

create letters, e-mail and information requests; Processing credit card

payments; Troubleshooting and resolving shipping, delivery, damaged

and lost goods, billing invoice and other issues; Processing claims;

Training and assisting 5 new hires with phone and customer service

techniques; Operating Avaya Phone System.

Accomplishments:

o Chosen to market company services to new major clients by inviting

potential users to listen to personal live on-site phone calls that provided

insight into company’s operations. Clients included National Rifle

Association, Apple one and Aerotech Staffing Agencies, National

Restaurant Association, CES Consumer Electronic Show and many

others.

o Received several “Letters of Appreciation” from clients.

2/04 – 10/11

VIRGINIA UTILITY PROTECTION SERVICES – Roanoke, Virginia

SUPERVISOR

Began tenure as Damage Prevention Specialist in Call Center for

company contracted by gas, electric and telephone utility companies to

provide power and pipe line location services throughout State of

Virginia with duties that included: Processing 100+ calls daily to assist

excavators, builders and homeowners; Utilizing Access and Excel

Software to enter/access caller names, addresses and phone information;

Operating custom Map Location System to pinpoint exact location of

grid utility power and pipe lines; Contacting outside utility locator

companies to request installation of painted markers onto designated

sites; Training up to

15 new personnel. Within 2 years, promoted to Supervisor with direct

responsibility for management, administration and daily operations of

Call Center processing thousands of calls daily including: Developing

Productivity, Customer Service, Training Skills and Production

Enhancement Strategies; Recommending hiring/firing, training,

scheduling, assigning job duties, giving written evaluations and

supervising up to 15 personnel to include Assistant and Damage

Prevention Specialist; Monitoring employee calls to ensure strict

adherence to phone scripts, call time allocations and technical accuracy;

Resolving escalated calls and complaints to ensure customer

satisfaction; Utilizing custom database to review and maintain payroll

timecards and attendance records; Preparing accurate Call Status,

Monitoring Score and Incident Reports; Operating Avaya Phone System.

Accomplishments:

o Chosen to coordinate company’s Annual Damage Prevention

Conference attended by other call center representatives throughout

South Eastern United States.

o Received numerous “Excellent Team Survey Responses” and

personal “Letters of Recommendation”.

8/02-2/04

COLONIAL ELEMENTARY SCHOOL – Blue Ridge, Virginia

OFFICE ASSISTANT

Provided Front Desk and administrative support for principal, vice

principal and teachers including: Answering 3-line phone system;

Greeting and assisting parents and visitors; Traveling to classrooms to

record student attendance and absences; Updating and maintaining

student lists and files, as well as staff schedules; Processing bank

deposits; Utilizing computers with Windows, WordPerfect and Quicken

Software to enter and access all student records to include

immunizations; Training 1 new employees.

5/98-3/02

CREATIVE LEARNING CENTER – Alamo, California

OFFICER MANAGER

Total responsibility for management, administration and daily operation

of Private Pre- School servicing 100 children ages 21 2 to 6 years old

and providing support for 6 full and part-time teachers including:

Conducting site tours; Monitoring waiting lists and marketing school

services to ensure 100% enrollment rate; Ensuring compliance to all

state licensing regulations; Collecting, accounting for and reconciling

monies collected daily from initial registration fees, extracurricular

activities and lunches; Preparing monthly billing invoices; Serving as

Personal Secretary to Executive and Program Directors; Opening,

closing and securing office.

Accomplishments:

o Received “Letter of Recommendation” from School Owner.

ADDITIONAL EXPERIENCE:

6 Years: HUGHES AIRWEST AIRLINES – San Francisco, California

& Las Vegas, Nevada

FLIGHT ATTENDANT

2 Years: SFO HELICOPTER AIRLINES – San Francisco, California

TICKET AGENT

4 Years: FEDERAL EXPRESS – Union City, California

DELIVER DRIVER

EDUCATIONAL BACKGROUND

• Chabot Community College, Hayward, CA: Major-Business

Administration.

• GES (Global Experience Specialist), Extensive Telephone Doctor

(Customer Service &

• Dealing with Difficult People) Training; Discrimination; Oracle &

Sales Force Call Center Systems; Windows 7, Google Chrome &

Custom Intranet Software; Sexual Harassment Awareness;

Americans with Disabilities Act.

• Virginia Utility Protection Services, Roanoke, VA: “Good to

Great” Management Training Program; Dale Carnegie “Building a

Culture of Customer Service” & Zig Ziegler “Get Motivated”

Seminars; Technical Writing Skills; Personal Time-Off Policies;

Payroll Procedures; Excel, Access. Outlook & Custom Map

Location Software; Time & Stress Management; Equal

Opportunity & the Law; Harassment Awareness; Family Medical

Leave Act.

• Creative Learning Center, Alamo, CA: Management Skills; Quality

Public Relations; Ordering & Purchasing; Inventory & Quality

Controls; WordPerfect & Quicken Software.

• Hughes AirWest Airlines, San Mateo, CA: Graduate-In-House

Flight Attendant School

• (6 weeks); Self-Starter, Quality Customer Service, Attention to

Detail, Problem Resolution & Anti-Terrorism Training; CPR

Certification.

• Federal Express, Union City, CA: OSHA & HazMat Regulations.

• Acalanes School District, Walnut Creek, CA: Travel Agent

Certification.

• Numerous Personal Enhancement Seminars, San Mateo, CA.

NOTE: -Bondable: Past Background Security Clearance (GES,

Botetourt School District, Hughes AirWest & SFO Helicopter Airlines)

-Certifications: Inactive CPR/AED Certification

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