MICHELLE L GILLIAM

*** ****** **** ****: 931-***-****

Cookeville, TN 38506 ac4zxl@r.postjobfree.com Home: 931-***-**** SUMMARY

Customer Advocate who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. Continually maintains positive attitude while interacting with demanding clients. Highly skilled at managing complex schedules, effectively resolving customer service issues, maintaining fast paced environment, and maintaing high volume call flow.

• Excellent communication skills. • Creative problem-solver.

• Effective accounting. • Customer service-oriented and trained.

• Team builder. • Project planning and development. PERSONAL INFORMATION

Fanily oriented and performance driven with ability to build strong relationships and continually demonstrate positive and cheerful attitude. Enjoy outdoor activities such as fishing, hiking, sports, and love to travel.

38 years old and married with 2 sons ages 6 and 10. PROFESSIONAL EXPERIENCE

Teletech - @Home

Customer Service Advocate

October 2017 – Present

• Manage customer calls effectively and efficiently in a complex, fast-paced and challenging work from home environment.

• Mastery of healthcare management systems and databases.

• Gather and verify all required customer information for tracking and privacy purposes.

• Address and resolve customer inquiries and needs empathetically and professionally.

• Accurately document, research and resolve customer service issues.

• Learn, reference and apply product knowledge information.

• Act professionally and patiently when addressing negative customer feedback. Edmonds Paving Company - Cookeville, TN

Assistant Manager

March 2016 – October 2017

• Create estimates and contracts to satisfy customer needs while maintaining and exceeding company financial goals.

• Oversee marketing by developing market materials, advertising online, and producing and maintain informative company web pages.

• Assume full responsibility for operating standards to ensure overall quality and fmancial success.

• Promptly respond to inquiries and requests from prospective customers.

• Assume ownership over team productivity and manage work flow to meet or exceed quality service standards.

• Hire, train, and support staff on operating procedures and company services.

• Schedule staff shifts to cover peaks and lulls in customer inquiries and projects.

• Investigate and resolve customer inquiries and complaints in an empathetic manner. Edmonds Paving Company - Cookeville, TN

Technical Associate,

March 2015 – December 2015

• Demonstrated outstanding customer service while building rapport with long-lasting clientele.

• Operated in accordance with company safety and quality policies and procedures.

• Worked closely with clients to identify their needs and challenges and provide cost effective solu- tions.

• Developed partnerships with local businesses to secure future customer prospects and contracts.

• Generated $8kin sales by leveraging social media websites for online advertising campaigns.

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Contractor/Self-Employed - Cookeville, TN

Administrative Assistant,

October 2014 – March 2015

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• Maintained bookkeeping and accounting in accordance with IRS guidelines and procedures.

• Devised strategic marketing and sales plans to improve revenues, and profitability

• Cultivated and managed relationships with key clients, vendors and community partners

• Assumed and maintained administrative responsibilities including benefits and compensation, legal, insurance, worker's compensation, and tax preparation. Divine Designs Salon, Center of Balance, Lisa's Safari Salon, Essence Salon – Cookeville, TN Certified Licensed Massage Therapist

May 2001-September 2014

• Acquired and maintained city and state business and practice licenses.

• Managed bookkeeping and tax preparation using Microsoft Excel.

• Marketed, advertised, and networked among the medical community, developing relationships with doctors and chiropractors.

• Developed strong rapport with clients and people within the medical community.

• Administered outstanding customer service and satisfaction.

• Maintained detailed and accurate case histories of patients.

• Juggled 2-3 business locations during first 5 years of practice while managing tight scheduling practices and conflicts within each place of business.

• Determined appropriate treatments to achieve balance in the body. EDUCATION

Hi-Tech Institute - Nashville, TN

2001

Certificate Diploma:

Therapeutic Massage

500 Credit Hours with studies in Anatomy and Physiology, Swedish Massage, Sports Massage, Deep Tissur, Lymphatic Massage, and Spa Procedures and Applications.

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