MICHELLE MACKEY

Loganville, GA *****

678-***-****

ad28vi@r.postjobfree.com

CSR focused on consistently achieving company objectives to secure client satisfaction and loyalty. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Exceptional customer service

MS Office proficient

Excellent communication skills

Debt and credit management

Relationship building

Reliable & trustworthy

Conflict resolution

11/2022 to Current

TTEC (USAA)

Duluth, GA

Banking Specialist

Identified transaction errors when debits and credits did not balance. Performed special services for customers, ordering bank cards and checks. Resolved problems or discrepancies concerning customers' accounts. Maintained confidentiality of banking records and client information to avoid possible data breaches. Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings. 11/2021 to 04/2022

WSOL LLC

WFH, WFH

Tax Preparer

Supplied detailed tax documentation needed to submit accurate corporate and individual returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.

Used tax form instructions and tables to complete tax forms. Used appropriate adjustments, deductions and credits to keep clients' taxes to minimum. Reviewed income statements and documentation of expenditures to determine forms needed to prepare tax returns.

Furnished taxpayers with sufficient information and advice to verify correct tax form completion. Calculated form preparation fees according to return complexity and processing time required. 03/2021 to 04/2022

WALMART.COM

WFH, WFH

CSR

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Remained calm and professional in stressful circumstances and effectively diffused tense situations. Answered inbound calls, chats and emails to facilitate customer service. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Asked probing questions to determine service needs and accurately input information into electronic SUMMARY

SKILLS

EXPERIENCE

systems.

Consulted with customers to resolve service and billing issues. 12/2018 to 04/2021

SITEL

WFH, WFH

CSR

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Assisted customers with making payments or establishing payment plans to bring accounts current. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Fielded customer complaints and queries, fast-tracking for problem resolution. Made outbound calls to obtain account information. Consulted with customers to resolve service and billing issues. 01/2016 to 11/2018

AMAZON.COM SERVICES

WFH, WFH

CSR

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Set up and activated customer accounts.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Used proven techniques to de-escalate angry customers during telephone interactions. Consulted with customers to resolve service and billing issues. 03/2013 to 12/2015

ATLANTA JOURNAL CONSTITUTION

Atlanta, GA

Outbound Sales Representative

Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.

Seized opportunities to upsell new product offerings to current customers and coached team to upsell. Expanded bottom-line profit opportunities, cold-calling and following up with leads to secure new revenue.

Generated sales by prospecting leads, cold calling and negotiating advantageous deals. Followed up on sales leads through outbound calling. Communicated effectively with clientele to maintain customer satisfaction and loyalty.

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