Customer Experience Specialist and Account Support

MICHELLE THOMAS

Las Vegas, NV ***** 951-***-**** *****.********@*****.***

PROFESSIONAL SUMMARY

Customer experience professional with 15+ years of experience supporting clients, resolving service issues, managing accounts, processing payments, and delivering personalized solutions in fast-paced service environments. Experienced handling 90+ inbound customer inquiries daily by phone, chat, and email; documenting interactions; researching issues; prioritizing and escalating cases; and using CRM and business systems to locate information and maintain accurate records. Known for empathetic communication, accountability, quick learning, and a strong customer-first approach.

CORE SKILLS

• Customer Service & Customer Experience • Inbound Call / Chat / Email Support

• Issue Resolution & Escalation • Account Management

• Payment Processing • CRM & Customer Documentation

• Research & Information Retrieval • Customer Retention

• Consultative Service & Upselling • Scheduling & Ticket Prioritization

• Microsoft Office / Excel / Outlook • QuickBooks

• Thryv & Booking Systems • Communication & Active Listening

• Problem Solving • Training & Mentoring

PROFESSIONAL EXPERIENCE

CUSTOMER EXPERIENCE SPECIALIST Mikki Glam Beauty — Houston, TX Jan 2020 – Dec 2025

• Handled 90+ inbound customer support inquiries daily through phone, chat, and email, investigating and resolving customer issues and concerns.

• Built strong client relationships through personalized consultations, empathetic communication, and service recommendations based on customer needs.

• Documented customer interactions, solutions, account activity, and resolution notes while following account security standards.

• Researched technical and service issues, identified appropriate resources, and worked toward timely resolutions that supported customer satisfaction.

• Managed client account needs, processed payments, and assisted with membership upgrades to support repeat business and engagement.

• Prioritized service tickets, escalated issues appropriately, and conducted proactive follow-up to ensure concerns were addressed.

• Used CRM, virtual booking, and business systems to record interactions, apply appropriate tagging, and streamline customer support and scheduling.

• Sold products and service packages based on customer needs while strengthening retention, referrals, and revenue.

• Coordinated clients, service providers, and vendors to support daily operations and reduce complaints.

• Recruited, coached, and supported talent to maintain consistent service standards and a positive customer experience. SERVICES LEAD Hair Fanaddicts Salon — Ontario, CA Jan 2011 – Dec 2019

• Provided ongoing customer service and consultation while building long-term client relationships and referral opportunities.

• Scheduled clients, confirmed service needs, and provided pre-appointment consultations to create a smooth customer experience.

• Resolved customer concerns and implemented solutions that protected brand reputation and client loyalty.

• Mentored and trained team members, supporting consistent service quality and stronger customer retention.

• Partnered with leadership on marketing campaigns and promotional events that generated new business.

• Followed opening, closing, health, and safety procedures while supporting daily salon operations. EDUCATION

Rialto High School — High School Diploma, 2002

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