Michelle Hasberry

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

Southfield, MI 48076

Home 248-***-**** Cell 313-***-****

act4dh@r.postjobfree.com

Customerservice oriented with proven ability to provide teamspirited leadership for maximum productivity. As a proven leader, I can maintain

professional relationships with staff, but is also an expert at promoting a culture of inclusion and diversity. In addition to all of the above,

extensive experience of scheduling, call routing and Call Center industry best practices. Right now I am looking for a suitable position with a

company that is looking to recruit people who want more, aspire to be more and work hard to achieve their goals.

Professional Experience

MSX International, Dearborn, MI

Special Project Coordinator 2012 Current

Responsibilities:

Created communication logs for employees to answer customer service calls, chats and emails in a timely, efficient and knowledgeable manner

Proactively learned every process within the department to effectively train, hire and promote employees

Ongoing coaching/counseling analyst reviews and development plans

Manage and direct daily activities as well as maintain, document and log retention orders

Provide continual evaluation of processes and procedures

Constructed methods to improve area of operations, efficiency and service to internal/external

customers by participating in ongoing external training sessions and creating work instructions

Build, establish and maintain open lines of communication with analysts, peers, managers and customers

Drive employee engagement by being available, accessible and mentoring staff

Address challenging customers and problems that require escalation outside of the department

Team Lead Call Center 2000 2012

Responsibilities:

Develop maps throughout the office to monitor and shift resources as well as determine staffing, recruiting, and hiring needs

Monitor and evaluate analyst performance, including call/emails and after hour monitoring

Document performance and behavior feedback while taking appropriate disciplinary actions as required

Encouraged employee training sessions to promote within

Ensure employees have appropriate training and other resources to perform their jobs

Scheduled biweekly meetings to effectively communicate with employees to maintain clearly defined expectations

Monitor calls to ensure business professionalism and standards are met

Track and manage schedules and attendance records

Spot check customer service processes for accuracy and administer corrective action as needed

Provide backup support of all work channels when necessary

Manage Login/Logout as well as Flowin/Flowout reports

Assist with interviewing and recommendations for hire internal/external customer service representatives

Conduct biweekly team meetings to build team spirit and provide employee recognition

Account Payable/Receivable Analyst 1996 1999

Responsibilities:

Establish customer credit lines and set up approved accounts

Reconcile bank balances on a weekly and monthly basis

Aggressively pursue collections of past due accounts while maintaining positive customer relations

Set up negotiable payment plans approved by management

Post and record payments and credits to customer accounts

Achievements

Tasked to converse with sluggish accounts to generate billing. Doubled revenues for the program by contacting Fleet Managers to

up sale the program, listen to their concerns and providing feedback to my management to address their needs.

Help design new billing documents

Customize billing cycles to coincide with payment cycles which reduced receivables by 35%

Collected more than $380K from skip accounts through persuasion and mediation skills

Reduced Account/Receivable aging from an average of 98 days to 39 in less than 3 months

Education

Henry Ford Community College, Dearborn, MI Associate in Business

Attended Workshops, Conferences, and Meetings to acquire necessary Certifications and Certificates

MSX International courses in Project Management

Ford Motor Company Training and Development programs

References

Furnished upon request

Page 2

Contact this candidate