Customer Relationship & Operations Specialist

Michele Wilson

732-***-**** ****************@*****.*** Raleigh, NC 27610

PROFESSIONAL SUMMARY

Results-driven professional with expertise in customer relationship management and operational efficiency, skilled in developing innovative strategies to enhance engagement and retention. Proven ability to collaborate with cross- functional teams and improve service delivery. Seeking to leverage skills and experience to excel in a new role, contributing to organizational success.

SKILLS

Full Cycle Sourcing & Recruiting Performance Evaluation Operational Efficiency DeEscalation Techniques Customer Relationship Management (CRM) Workforce Planning EXPERIENCE

CUSTOMER ENGAGEMENT REPRESENTATIVE, Raleigh, NC

First Citizens Bank, February 2026-Present

• Managed customer inquiries, providing timely and accurate information to enhance satisfaction.

• Developed and implemented strategies to improve customer engagement and retention rates.

• Collaborated with cross-functional teams to streamline communication processes and enhance service delivery.

• Trained new employees on customer service protocols and best practices for optimal performance.

• Analyzed feedback data to identify trends and recommend actionable improvements to services offered.

• Oversaw resolution of complex customer issues, ensuring swift and effective solutions were provided. Balanced multiple priorities seamlessly while maintaining a strong focus on delivering outstanding results within tight deadlines.

•

• Developed rapport with customers, leading to personalized experiences and improved satisfaction.

• Participated in staff meetings for continuous improvement in customer engagement strategies and techniques. Utilized CRM software effectively for tracking interactions, ensuring seamless communication throughout the organization regarding customer needs and concerns.

•

Skillfully navigated difficult conversations with professionalism, managing conflicts constructively to preserve brand reputation and maintain positive relationships with clients.

•

ACCOUNTING ASSISTANT, Garner, NC

Tower Heating & Air, March 2025-November 2025

• Maintained detailed records of vendor invoices and payments, improving reconciliation accuracy.

• Assisted in payroll processing, verifying employee hours and deductions to ensure compliance.

• Collaborated with team members to streamline financial processes, boosting overall efficiency.

• Prepared monthly financial statements, supporting management in strategic decision-making initiatives.

• Analyzed financial discrepancies, providing actionable insights to resolve issues promptly. Processed payments and documents including invoices, journal vouchers, employee reimbursements, and statements.

•

Maintained strict confidentiality of sensitive financial data, safeguarding company integrity and individual privacy rights.

•

• Processed accounts payable and receivable transactions, ensuring timely and accurate financial reporting. NATIONAL RECRUITER

Community Options, Inc., April 2022-October 2024

Spearheaded diversity recruiting initiatives, increasing the percentage of hires from diverse backgrounds and fostering an inclusive workplace culture.

•

Provided timely feedback to candidates throughout the interview process, maintaining a positive candidate experience.

•

Negotiated competitive salaries and benefits packages within budgetary constraints, resulting in a reduction in salary offer rejections and enhanced client satisfaction.

•

Assisted internal teams with workforce planning by anticipating future hiring needs based on industry trends and organizational growth projections, leading to an improvement in proactive staffing.

•

• Coordinated schedules to arrange management interviews with applicants, improving scheduling efficiency. RECRUITER

Family Resource Network, January 2021-April 2022

• Managed high-volume requisitions efficiently, meeting client staffing needs and reducing time-to-fill. Conducted phone interviews to assess applicants' knowledge, skills, experience, and aptitudes, as well as reference checks, background screenings, and other pre-employment checks.

•

Built strong relationships with internal and external candidates, enhancing the hiring experience and achieving an increase in candidate satisfaction scores.

•

Created engaging job postings that accurately reflected position requirements and showcased company culture, leading to an increase in applicant engagement.

•

Efficiently operated and maintained applicant tracking and candidate management systems, improving application processing speed.

•

MEDICAL RECRUITER

Polaris, January 2017-January 2021

• Reduced time-to-fill rates by implementing recruitment strategies tailored to specific job requirements. Coordinated interview scheduling between candidates and clients, effectively managing a high volume of requisitions and meeting deadlines consistently.

•

Developed targeted sourcing strategies by analyzing market data and workforce trends within the healthcare sector, resulting in an increase in successful placements.

•

Utilized advanced search techniques on job boards to locate qualified candidates, increasing talent pool and enhancing recruitment effectiveness.

•

Assisted in onboarding process for new hires, ensuring a seamless integration and increasing new hire retention rates.

•

CUSTOMER SERVICE MANAGER SALES, Cranbury, NJ

Silvermark, March 2007-January 2017

Managed a team of customer service representatives, improving team morale and collaboration and increasing overall team performance.

•

Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans that to increase individual performance metrics.

•

Effectively managed complex customer issues, utilizing multiple internal resources to identify and implement optimal solutions, resulting in a decrease in escalation rates.

•

Maintained detailed records of client interactions, enabling quick retrieval of information and achieving faster resolution time for follow-up communications and escalations.

•

• Facilitated clear communication between departments, ensuring timely resolution of customer concerns. DENTAL BILLING & CUSTOMER SERVICE TEAM LEAD, Cranbury, NJ Aetna, April 1994-March 2007

• Led a high-performing customer service team, consistently surpassing company performance targets. Handled escalated customer issues swiftly, resolving cases in a timely manner and maintaining a high customer retention rate.

•

• Trained new team members on service techniques, improving quality assurance scores within first 3 months.

• Enhanced first call resolution rates through the development of detailed troubleshooting guides for team use.

• Facilitated regular team meetings to analyze performance data, leading to a reduction in average handling time. EDUCATION

ASSOCIATE OF ARTS IN BUSINESS MANAGEMENT, Toms River, NJ Ocean County College

WEBSITE, PORTFOLIO AND PROFILES

https://bold.pro/my/michele-wilson240718135221/556r REFERENCES

References available upon request

Contact this candidate