Customer Service Delivery

MICHELE ANDERSON

********.***********@*****.*** 706-***-****

QUALIFICATIONS SUMMARY

Customer service and operations professional with over 8 years of experience in sales, billing, troubleshooting, and call-center support within the telecommunications, security, and technology sectors. Expert in managing escalated customer issues, streamlining processes, and fostering strong relationships with clients. Demonstrated success in achieving service goals, improving service delivery, and earning multiple awards for excellence. Highly proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) with a proven ability to manage multiple tasks in fast-paced environments while delivering quality results.

Skills

Customer Service & Support

Sales & Account Management

Escalation Handling & Problem Solving

Team Coordination & Communication

Process Improvement

Scheduling & Inventory Management

Proficient in MS Office and Outlook

Professional Experience

Kodak Alaris – Rochester, N.Y. October 2022 – September 2025

Sales Service Support (Remote)

Processed purchase orders and converted them into contracts for clients across the U.S., Australia, and Canada.

Ensured software orders matched the number of seats requested, maintaining accuracy across international accounts.

Provided phone and email support to customers with inquiries related to purchase orders and Kodak products, resolving issues efficiently.

Collaborated with internal teams across departments via Team Chat and email to ensure contract fulfillment and customer satisfaction.

Kenrick – Rochester, N.Y. January 2020 – October 2022

Project Coordinator

Managed the distribution of project bids to contractors, ensuring accurate and timely submission of proposals.

Reviewed and confirmed that contracts contained all necessary specifications, timelines, and deadlines.

Logged and tracked homeowners' service requests, ensuring they were addressed promptly and efficiently.

Maintained an up-to-date database of contractors, including contact details, addresses, and project status.

Refractron – Newark, N.Y. February 2015 – June 2017

Machine Press Operator

Operated ceramic filter presses to client specifications, ensuring the precision of manufacturing processes.

Adjusted and configured machines for different production needs, reducing downtime by 15%.

Managed the inventory and ordering of supplies for the production area, ensuring uninterrupted workflow.

Maintained a clean and safe work environment, ensuring compliance with safety regulations.

Tyco Integrated Security/ADT – Henrietta, N.Y. August 2008 – September 2013

Service Coordinator

Supported field technicians to ensure efficient completion of tasks, meeting service delivery objectives.

Acted as a key liaison between customers, service technicians, and internal teams to ensure smooth communication and issue resolution.

Monitored daily activities of field personnel to ensure service agreements were met, reducing service backlogs.

Developed and maintained strong relationships with service teams and contractors to ensure optimal service levels.

Coordinated vendor meetings and responded to customer inquiries, increasing customer satisfaction and retention.

EDUCATION

SUNY Brockport, Educational Opportunity Center LPN License

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