MICHELLE IOANE

*** * **** **, ******, TX *****, USA Euless, TX, 76040 682-***-**** ad20sa@r.postjobfree.com

CAREER OBJECTIVE

Hard-working Business Administration major (3.9 GPA) currently attending Art Institute of Dallas, with 9.5+ years of work experience. Aiming to leverage a proven knowledge of customer service, confidential correspondence, and executive support skills to successfully fill the Customer Service Agent & Airport Resevations role at your company. Frequently praised as focused by my peers, I can be relied upon to help your company achieve its goals.

EDUCATION

ART INSTITUTE OF DALLAS

DALLAS, TX

A.A. Business Administration Candidate (Expected graduation Jun 2021)

GPA: 3.9

Relevant Course: Marketing Business & Customer Care

CERRITOS HIGH SCHOOL

CERRITOS, CA

High School Diploma (Jun 2002)

GPA: 4.0

Relevant Course: General Education

WORK EXPERIENCE

STERLING JEWELERS, DALLAS, TX

Customer Care Agent, Oct 2018 – Present

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Transmit information or documents to customers, using computer, mail, or facsimile machine.

Hear and resolve complaints from customers or the public.

Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.

Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.

File and maintain records.

STERICYCLE COMMUNICATIONS, NORTH RICHLAND HILLS, TX

Experienced Senior Patient Advocate, Jun 2016 – Sep 2018

Maintain communication between governing boards, medical staff, and department heads by attending board meetings and coordinating interdepartmental functioning.

Review and analyze facility activities and data to aid planning and cash and risk management and to improve service utilization.

Plan, implement and administer programs and services in a health care or medical facility, including personnel administration, training, and coordination of medical, nursing and physical plant staff.

Conduct and administer fiscal operations, including accounting, planning budgets, authorizing expenditures, establishing rates for services, and coordinating financial reporting.

Direct or conduct recruitment, hiring and training of personnel.

Establish work schedules and assignments for staff, according to workload, space and equipment availability.

FIRST CONVENIENCE BANK OF TEXAS, EULESS, TX

Bank Teller, Nov 2014 – Jan 2015

Oversee the flow of cash or financial instruments.

Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.

Examine, evaluate, or process loan applications.

Plan, direct, or coordinate the activities of workers in branches, offices, or departments of establishments, such as branch banks, brokerage firms, risk and insurance departments, or credit departments.

Approve, reject, or coordinate the approval or rejection of lines of credit or commercial, real estate, or personal loans.

Prepare financial or regulatory reports required by laws, regulations, or boards of directors.

Establish procedures for custody or control of assets, records, loan collateral, or securities to ensure safekeeping.

AT&T, LOS ANGELAS, CA

Customer Care Representative, Apr 2005 – Oct 2011

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

ADDITIONAL SKILLS

Clear communication, Interpersonal skills, leader ship, negotiation, complaint resolution, politeness/Edna Care/tact and building customer loyalty

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