Customer Service Supervisor and Administrative Assistant

Michelle Wilson

Dallas, TX 214-***-**** ********.*********@*****.*** www.linkedin.com/in/michelle-wilson-59bbb723

Professional Summary

Dynamic professional with over 7 years of experience in customer service and administrative support, specializing in team supervision, operational efficiency, and digital content creation within a retail setting. Proven track record of achieving high customer satisfaction ratings through effective team management and engagement. Proficient in various software applications and systems, with a strong focus on process optimization and customer-centric service. Committed to utilizing leadership and organizational skills to contribute to the mission of delivering quality products.

Skills

Customer Service Excellence

oProblem Resolution

oProfessional Phone Etiquette

oCustomer Service Emails

oLIVE Chat and Ticketing Support

Team Leadership

oTeam Supervision

oNew Hire Training

oTrade Show Preparation & Trade Shows

Technical Proficiency

oQuickBooks

oCRM Systems (NetSuite, Salesforce)

oMicrosoft Office and Google Workspace

oMicrosoft Teams and Zoom

oRingCentral Softphone

Digital Content Management

oWebsite and Database Maintenance

oYouTube Content Creation and Channel Management

Professional Experience

Customer Service Supervisor/Office Administrative Assistant

Joovy, Dallas, TX

March 2017 - October 2024

Team Leadership and Customer Satisfaction: Supervised and trained teams of 4 to 10 associates, developing training programs that achieved a 90% customer satisfaction rating across 250 weekly parent interactions while managing customer escalations via phone, email, and LIVE chat, resolving 90% of inquiries on the first contact.

Process Improvement and Efficiency: Developed standardized support procedures and escalation policies, reducing response times by 20% and improving team efficiency, while also analyzing customer feedback and implementing corrective actions that boosted performance by 15%.

Licensing and Order Management: Managed applications for product manufacture and import licenses across 12 states, and processed order invoicing and customer data using QuickBooks and CRM systems, handling 150+ weekly transactions with 100% accuracy.

Project Coordination and Communication: Coordinated interdepartmental projects and led team meetings via Microsoft Teams, completing special assignments aligned with Joovy’s family-focused goals, while maintaining customer databases and processing returns/refunds to ensure compliance.

Content Creation and Engagement: Created and managed YouTube content for Joovy’s channel, producing product how-to videos that increased channel views by 95%.

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