Administrative and Operations Management Professional

MICHELLE R. LEWIS

**** ******* *****, *******, ** 48917 517-***-**** / ********.*******@*****.***

Professional Profile: Highly skilled and experienced management/administrative business professional with extensive knowledge in the areas of business management, state government, home healthcare, hospital healthcare and law. Seeking an opportunity to leverage my extensive knowledge, experience and education and transition into a level management or leadership position

Education:

Masters of Management Davenport University Graduated: Fall 2017

Bachelors of Business Administration Davenport University Graduated: Spring 2015

Associate of Business Management Davenport University Graduated: Spring 2009

Skills and Knowledge:

Customer Service

Over 30 years’ experience

Repeated awards for outstanding customer service

Recognized for conflict resolution abilities

Trained staff on effective customer care

Outstanding internal colleague relations

Strong ability to diffuse negative situations

Successfully contributed to measurable customer care improvements

Provide front line contact for internal office support services

Office Administration

Highly proficient in Microsoft Office Suite

Highly efficient in Sure Payroll and ADP Billing Programs

Prepare materials and coordinate meetings and events for Court Administrators and judges

Highly skilled in Billing and procurement

Highly skilled overseeing complex projects and information

Invoice preparation and processing for multiple offices

Audit invoices to manage office expenses

Technology

Microsoft Office 365

Microsoft Windows 2010 and Windows Vista

Outlook and Groupwise 12 customers, meet sales

Trained in IBM Mainframe

CISCO IP Multiline Phone System

PowerPoint – Level II

CISCO Finesse

Experience:

Macy’s Department Store Present - 2024

Meridian Mall – Okemos, Michigan

Prestige Beauty Leader/Counter Manager

Inspire teamwork to reach sales goals and elevate customer experience

Support the total Beauty team in driving the customer experience

Demonstrate knowledge of products and services to build rapport and loyalty

Understand how to drive sales through brand training, events, and strategies

Use our clientele program to build relationships with customers, meet sales goals, and share promotions and product launches

Build brand loyalty through engaging customers in our reward program

Communicate with vendors and store leadership to execute company and store-based events achieve goals

Captain of Women’s Apparel / Assistant Manager 2024 – 2023

Fulfilling customers’ orders, merchandising, processing new products, or supervising the selling floor in delivering exceptional customer service.

Lead colleagues in the execution and completion of assigned tasks

Act as an advocate for the customer and role model and provide fast feedback on how to make every customer experience outstanding

Enhance the in-store customer experience by promoting Macy/s mobile app.

Provide People Leaders with continuous feedback that drives a positive customer experience and improves processes.

Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Retail Commission Sales Associate – Fine Jewelry 2023 - 2022

Engage with customers to understand their needs and demonstrate knowledge of products to build sales and minimize returns

Offer personalized recommendations and suggest complementary products to enhance the customer's shopping experience

Support customers who are using devices to shop and compare

Assist customers in trying on various watch models, adjusting straps or bands to achieve a comfortable fit

Participate in ongoing product knowledge training through both technology and vendor partners

Use point of sale technology and applications to assist in selling and fulfilling customer orders

Participate in pre-selling and sales-driving events, including trunk shows

Perform all aspects of the fulfillment process, including picking, packing, labeling, shipping and Buy online, Pickup in Stores (BOPS)

Ensure proper processing, presentation, organization, storing and replenishment of stock

Adhere to asset protection programs and procedures to ensure audit compliance

Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

At Your Service Customer Service Representative 2022 - 2021

Greet & connect with customers in a friendly and genuine way. Let them know we appreciate them and care about their experience

Recommend product by asking questions to identify customers’ needs and inspiring purchases with newness and product that resonates with the customer.

Offer options and solutions to customers to complete the sale

Wrap-Up the moment to close out the customer’s shopping journey, celebrating their purchases and sharing in their excitement

Assist customers in all aspects of the total store experience, including customers using devices to shop and compare

Assist customers in all aspects of total store fulfillment, including By Online and Pick Up in Store, be proficient in all systems needed to complete transactions, and ensure the collection area is organized so the customer pick-up experience is friction-free

Monitor alerts to ensure Ready on Time completion of Buy Online Pickup In-Store (BOPS) orders. Conduct customer pick-up including retrieving the orders from our back-of-house storage and delivering them curbside to the customer

Demonstrate knowledge of store products and services to drive sales and minimize returns

Sell gift cards and work to resolve customers’ Macy’s card issues, as needed.

Follow store’s audit policies and procedures

Adhere to Asset Protection and inventory control and compliance procedures and follow shortage programs and procedures

Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Marketing/Billing Administrator - Recruiter

Peace of Mind Home Healthcare 2021 - 2019

Oversee the billing operations creating invoices, statement preparation, and answering queries.

Ensure the accuracy of invoices, correspond with clients to follow up on outstanding payments.

Resolve any billing issues.

Home Healthcare Worker

First Light Home Healthcare 2019 - 2017

Provide personal and health care services for clients at their residence.

Performed domestic and household tasks.

Transported and accompanied patients’ medical appointments.

Office Assistant/Billing Specialist

Michigan Supreme Court 2006 - 2017 Serve as primary receptionist for Judicial Information Systems department.

First point of contact for all internal and external calls seeking technical assistance and support.

Prepare correspondence, prepare and process invoices and maintain departmental files.

Customer Service Specialist

Sparrow Health System - Service Excellence Department 2005 - 2006

Assisted with the development and accomplishments of departmental goals and objectives.

Departmental point of contact for volunteer/patient ambassadors to address customer service issues.

Provided data entry, administrative support and project/event assistance and coordination.

Administrative Assistant Sparrow Health System/Sparrow Specialty Clinic 2004 – 2005

Provided support to the Director of Nursing as well as the Medical Director.

Assisted Nursing Director and Medical Director with implementation nursing and service line plans.

Functioned as departmental liaison with other leaders to ensure initiatives were effectively communicated.

Awards and Recognitions:

Macy’s - Hospitality Champion – 2025

Macy’s Top Customer Experience Award – 2024

Best of Second Quarter

Platnium/Gold - Community Service Awards

2018 – 2014 Davenport University

Winning with Difficult People

Award– Sparrow Hospital - 2005

All Star Award Customer Commitment Rehabilitation Institute of Michigan – 1997

Detroit Medical Center

Michigan State University – Alumni – Lifetime Member

Michigan State University – Black Alumni – Honorary Member – 2002 - Present

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