Remote Customer Service & Executive Support

Michelle R. Anderson

Fenton, MO *****

573-***-**** - ***********************@*****.***

Professional Summary

Dynamic Customer Service Manager at TOTALToys, Inc., recognized for enhancing customer retention through personalized follow-ups and process improvements. Accomplished Executive Assistant at Caleres, Inc. with over 20 years experience providing high-level support to the Executive Leadership Team (C-Suite), specifically CFO/CEO. A professional that exemplifies integrity, passion, confidence, and a commitment to meeting goals and tackling challenges with optimism, while maintaining absolute confidentiality. A professional that thrives in a high-velocity environment and understands the importance this role plays in the growth and success of a company.

Skills

• Executive support • Managing complex calendars

• Coordinate travel details • Flexible - Ability to "switch gears"

• Multi-tasker • Event Planning/Project Management

• Proactive/See the "Big Picture" • Detail-Oriented/Organized Organize meetings, prepare

presentations, & meeting materials

• Problem Solver - Utilize "common

sense" approach to resolve issues

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• Website Administrator • Customer Service / Customer Focused

• Self-starter/Quick learner • Expert in Outlook, Word, PowerPoint

• Proficient in Excel, Publisher • Proficient in Teams, Zoom

• Proficient in SAP, Concur, Salesforce

Work History

08/2024 to 10/2025 Customer Service Manager

TOTALToys, Inc. – Osage Beach, MO

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

• Took ownership of customer issues and followed problems through to resolution. Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.

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Collaborated with upper management to improve customer service processes and support structures company-wide.

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Assisted with pricing questions, inventory availability and changes to existing order and shipping information.

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Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.

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• Created and reviewed invoices to confirm accuracy.

• Boosted customer retention rates through personalized follow-up strategies Launched, maintained Internal and external websites, including the B2B online store.

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05/2024 to 08/2024 Stewardess & Banquet Bartender

Celebration Cruises – Lake Ozark, MO

• Serviced over 100 guest at a time

• Supervised daily operations to ensure exceptional guest service and satisfaction. Trained and mentored junior staff on best practices for hospitality and safety protocols.

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Implemented efficient inventory management processes, reducing waste and improving resource allocation.

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Coordinated onboard activities and events, enhancing guest engagement and experience.

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12/2023 to 07/2024 Logistics Coordinator

Woods Supermarkets Inc. – Lake Ozark, MO

• Managed inventory levels, optimizing stock availability and reducing excess. Coordinated inbound and outbound shipments to ensure timely delivery of products.

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Implemented process improvements, streamlining logistics operations and reducing delays.

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• Tracked orders and notified customers of status or potential delays. Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.

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Established an effective communication system between departments involved in logistics coordination ensuring seamless information flow.

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• Enhanced supply chain efficiency by optimizing shipping schedules and routes.

• Increased sales by 10%.

06/2023 to 10/2023 Customer Service Representative CFS Roofing Services, Inc. – Fort Myers, FL

• Managed over 25 calls per day.

• Coordinated service appointments, ensuring timely responses to customer needs. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

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• Managed timely and effective replacement of damaged or missing products.

• Investigated and resolved accounting, service and delivery concerns. 07/2021 to 03/2023 Contents Manager /Water Mitigation Technician Paul Davis Restoration – Multiple Franchises (Missouri & Florida) Led restoration projects, ensuring compliance with industry standards and safety regulations.

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Developed and implemented operational protocols to enhance efficiency in restoration processes.

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Trained and mentored team members on best practices for damage assessment and restoration techniques.

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Collaborated with insurance adjusters to streamline claims processing and improve customer satisfaction.

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• Handled over 5 jobs at a time.

10/2020 to 06/2021 Program Eligibility Specialist (Covid-19) City of Fort Myers – Fort Myers, FL

Evaluated program applications for eligibility, ensuring compliance with regulations and guidelines.

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Assisted clients in understanding program requirements and navigating application processes effectively.

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Coordinated outreach efforts, promoting program awareness within the community to enhance participation rates.

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Conducted training sessions for new staff on eligibility criteria and application review procedures.

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• Processed over 30 applications a day.

02/2020 to 10/2020 Front Office Administrator

Habitat for Humanity – Fort Myers, FL

Managed front desk operations, ensuring efficient guest check-in and appointment scheduling.

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Coordinated communication between departments to streamline administrative processes and enhance collaboration.

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Developed and maintained filing systems, improving document retrieval efficiency for staff and stakeholders.

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Trained new office staff on operational procedures, fostering a supportive onboarding experience.

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• Managed the volunteers schedules to assist in the front office. 04/2019 to 02/2020 Deputy City Clerk

City Of Bonita Springs – Bonita Springs, FL

Managed city council meeting agendas, ensuring compliance with legal standards and organizational procedures.

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Coordinated public records requests, facilitating timely access to information for residents and stakeholders.

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Developed and maintained efficient filing systems, enhancing document retrieval processes for city departments.

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Oversaw election processes, ensuring adherence to regulations and promoting civic engagement within the community.

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• Liaison between Zoning Committee and City Council. 05/2018 to 02/2019 Office Manager/Executive Assistant to the President Reinsurance Associates / Wise F&I – Fenton, MO

Being the only admin in a small company, as Office Manager/Executive Assistant my role included HR, IT and Marketing Functions as well. This was in addition to supporting two very busy executives.

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Streamlined office operations, enhancing workflow efficiency and team productivity.

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Managed scheduling and coordination of meetings, optimizing time management across departments.

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Developed and implemented office policies, ensuring compliance with industry standards and regulations.

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11/2016 to 10/2017 Executive Assistant to Head of School MICDS - Mary Institute and Saint Louis Country Day School – Ladue, MO

• Managed executive calendars, coordinating meetings and appointments efficiently.

• Developed and maintained filing systems to enhance document retrieval processes.

• Facilitated communication between departments to support operational objectives.

• Prepared reports and presentations, ensuring clarity and accuracy of information. 06/2004 to 11/2016 Executive Assistant to CFO / Corporate Jet Admin. Brown Shoe Company, Inc. / Caleres, Inc. – Clayton, MO Coordinated executive schedules, ensuring optimal time management and prioritization of tasks.

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Acted as gate-keeper to the executive area, screening all visitors and incoming callers to keep distractions to a minimum for the executives.

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Developed and maintained filing systems, enhancing document retrieval efficiency.

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Prepared detailed reports and presentations for senior leadership meetings, supporting strategic decision-making.

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• Handled confidential and sensitive information with discretion and tact. Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.

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Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives

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Corporate Jet Admin - handled all flight coordination from start to finish for entire company.

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• Managed several big corporate initiatives - United Way and March of Dimes. Education

02/2021 Graduate Certificate: Bartending 101

Elite Bartending School - Fort Myers, FL

No Degree: Business Administration

Meramec Community College - Kirkwood, MO

High School Diploma

Lindbergh High School - Sunset Hills, MO

Interests

• Spending time with Family

• Actively involved in church

• I enjoy helping others and giving back to the community. Volunteering for community initiatives to give back to local communities and make a positive impact.

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• Volunteering at local animal shelters and rescue organizations. Participating in fundraising events to support local charities, schools, or community projects.

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Projects

REBRANDING OF BROWN SHOE COMPANY, INC.

Was heavily involved with the corporate rebranding initiative of Brown Shoe Company. Worked very closely with the leadership team from the beginning stages to the launch of what is now, Caleres, Inc.

Responsibilities included but not limited to:

BROWN SHOE 100th YEAR ON NYSE CELEBRATION GRAND LAUNCH PARTY

Responsibilities included but not limited to:

• Name change

• Logo change

• Corp. office building updates

• Office statue

• New Brand Standard Guidelines - Policy and Procedures

• Marketing Materials

• Corporate Website update

• Internal Website update

• Partnering with venue

• Managing guest list

• Working with all divisions and departments to develop master guest list

• Sending out Invitations and managing RSVPs

• Following up on 'undeliverable' invitations

Organizing all Board Member's travel and accomodations (either commercial or private charter flights, hotel, transportation, special request)

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• Complete all logistics for ELT, corporate jet travel References

Available upon request

Contact this candidate