Customer Service Management

MICHELLE BROOKS

**** ******** ***** 708-***-****

Country Club Hills, IL 60478 ****************@*****.***

Administrative Professional

Extensive experience and strong focus on internal/external customer service and teamwork at Fortune 500

company. Key strengths include excellent organizational skills, effective time management, and

willingness to assist other colleagues and departments during peak workload periods. Proven ability to

exercise good judgment and work well with minimal supervision. A bility to maintain strict

confidentiality. Adaptable, reliable, and results-oriented professional who continuously seeks to enhance

technical knowledge and work proficiencies. Expertise in a wide variety of administrative and general

office skills, including:

MS Word, Excel, PowerPoint, High-volume calls on multi-line phone system

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Outlook, SAP, Quick Books

Computerized mailing systems Various customized database systems

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Records management 10-key by touch

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Troubleshooting

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An exceptional coordinator with great oral written and communication skills. Possess outstanding

management abilities. Excelled in multi-tasking computerized customer service experience. Efficient in

working with Microsoft Office. Accurately type 40 or more WPM. Focus on continuous improvements

such as cost savings and satisfying the customer. Always on time for work even with long commute.

Allstate Insurance Co. South Barrington, IL. 1999 - 2009

Liaison, Customer Correspondence

• Responded to customer’s request daily in a timely manner via e-mail and written correspondence.

Generate letters and prepare daily reports as required, schedule appointments for immediate

management. Worked closely with all departments including Mailroom, Accounting, Benefit Payment,

Marketing and Customer Care departments.

• Interface with customers and office staff in a professional manner while maintaining professional

office decorum. Empathetic to customer’s confidentiality while demonstrating good organizational and

multi-tasking skills. Provide excellent customer care to customers regarding daily transactions.

• A self motivated leader with facilitation abilities and believe in listening with a positive attitude.

• Possess analytical, interpersonal & customer-focused adaptabilities with excellent time

management skills while mentoring all ages.

• Handling and sorting daily e-mail correspondence with customers. Assisted with Data Entry for

Benefits Payment Department. Assisted with reception/office support when needed.

Customer Service Representative With a proven track record of leading a Call Center and delivering

exceptional service for customers.

Excellent communication, problem-solving and relationship-building skills.

Capable, resourceful leader who can motivate, coach and develop staff to optimize customer interaction,

while meeting aggressive goals in a fast-paced environment. Expertise includes call center technology

and metric development.

Self-starter with strong project management skills and decision-making abilities.

Recipient of numerous awards for excellence in quality and customer service. Delivering Effective

Customer Service, Call Center Metrics and Handling Difficult Customers.

Emergency Road Service Representative,

• Assist motor club members with locating emergency road service providers to assist in distress.

Fellowes Mfg. Itasca, IL, 1993-1999

Assembler/Packer

• Assemble and package finished production to meet customers’ demands. Maintain a clean and

safe work environment throughout production run. Managed Quality Control.

EDUCATION

Completed additional college coursework after graduating high school. Continuing education includes

additional training in various computer software and company systems. Completed more than 35

external and company-sponsored

LRN courses in variety of subject areas, including:

Time Management Records Management

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Security Awareness Telephone Skills and Technology

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Managing Difficult Customers Results-oriented Communication

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Change and Conflict Management Providing Exceptional Customer Service

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Michelle Brooks 3

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