Multifaceted Customer Service & Training Leader

MICHELE LEATHERS

Missouri City, TX

917-***-**** ***********@*****.***

CORE SKILLS

Training & Facilitation • Performance Coaching • Leadership Development • Operations

Management • Safety & Compliance • Special Needs Transportation • Customer Service

KPI & Metrics Management • Planogram Execution

EXPERIENCE

Gwinnett County Public Schools — Gwinnett County, GA Bus Manager / Special Needs May 2025 – Present

•Safely operate a school bus transporting special needs students in accordance with district, state, and federal regulations.

•Perform pre- and post-trip vehicle inspections and report safety or mechanical concerns.

•Assist students with boarding, securement, and unloading, ensuring proper use of safety equipment.

•Maintain a calm, supportive environment while addressing individual student needs.

•Follow established schedules, routes, and emergency procedures to ensure safe and timely transportation.

Prime Retail Services — Atlanta, GA

Fixture Installation Technician Nov 2024 – Present

•Install, relocate, and replace steel racking, cantilever systems, fixtures, and retail displays.

•Repair and replace damaged fixtures and racking components to meet mechanical and safety standards.

•Transfer and stage merchandise using pallet jacks during racking transitions and resets.

•Execute store layouts by accurately reading and following planograms.

•Adhere to all safety policies while working at heights and lifting up to 50 lbs. regularly.

Vacations To Go — Houston, TX

Training Manager Apr 2020 – Jul 2024

•Led new hire and refresher training focused on efficiency, sales performance, and customer satisfaction.

•Facilitated live and virtual training and ongoing education webinars.

•Coached individuals and teams; conducted call observations and floor support.

•Drove productivity and sales improvement through train-the-trainer initiatives.

Customer Care Manager Dec 2018 – Apr 2020

•Resolved escalated customer issues, payments, cancellations, and emergency situations.

•Managed high-pressure complaints while minimizing company cost exposure.

Sprint / T-Mobile — Norcross, GA

Business Retention Account Manager Feb 2016 – Dec 2018

•Managed 450 business accounts, driving retention, upsell, and revenue growth.

EDUCATION

Bachelor of Human Resources — Strayer University, Atlanta, GA

LICENSES & CERTIFICATIONS

CDL Class B CPR Certified HIPAA Compliance Bloodborne Pathogens

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