Customer Service & Operations Specialist Resume
Resume:
MICHELLE BURLEY
Charlotte NC *****
********.********@*****.**
SUMMARY
Versatile customer service and operations professional with extensive experience resolving complex issues, strengthening customer relationships, and supporting high-volume administrative workflows. Known for strong communication skills, a solutionsoriented mindset, and the ability to collaborate effectively across departments to deliver a seamless customer experience.
EXPERIENCE
PCNA / JournalBooks — Order Processing Specialist
Charlotte, NC Oct 2024 – Present
Enter and maintain customer orders in Pace from setup through shipment.
Coordinate with art and production teams to ensure accurate proofs and timely delivery.
Communicate with customers proactively to clarify requirements and resolve issues.
Manage rush orders and verify order accuracy before production release.
TD Bank — Contact Center Representative (Remote)
Charlotte, NC May 2022 – Sep 2024
Resolve customer inquiries at first contact with professionalism.
Complete accurate transactions while following compliance and policy.
Monitor customer accounts for unusual or highrisk activity.
Provide clear support across banking products and procedures.
Prime Therapeutics — Clinical Technician (Remote)
Charlotte, NC Jun 2021 – Feb 2022
Reviewed clinical criteria for medication authorization requests.
Entered prior authorizations accurately into claims systems.
Communicated approval decisions to members and physicians.
Coordinated with pharmacies and providers to obtain required information.
EFW Estes Freight Worldwide — Operations Specialist (Hybrid)
Richmond, VA Jan 2019 – May 2021
Tracked and updated shipment statuses with detailed notes.
Reviewed provider updates and maintained accurate customer data.
Supported supervisors with operations needs and reporting.
Identified shipments requiring special or accessorial charges.
Sleepy's / Mattress Firm — Customer Retention & Chat Agent (Hybrid)
Hicksville, NY Apr 2016 – Sept 2018
Handled escalated customer issues across chat, email, and phone.
Evaluated warranty reports and determined next steps.
Coordinated with manufacturers to resolve product concerns.
Created documentation, tickets, and case files in MAX and Salesforce.
HTA, LLC — Highway Toll Specialist
Roslyn, NY Jul 2015 – Mar 2016
Assisted customers nationwide with toll and billing inquiries.
Investigated disputed charges and provided accurate resolutions.
Managed 35–90 calls daily while maintaining quality and professionalism.
Provided coaching and sidebyside training for new staff.
EDUCATION/SPECIAL SKILLS
Plainfield Adult School
1991
GED
Plainfield NJ
MS Office Suite
Call Center
Risk & Compliance
Customer Experience
Email/Chat/Phone Support
E Commerce/ Logistics
Salesforce
Complaint Handling/Dispute Resolution
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