Michelle Weaver

Resolved diverse customer inquiries and issues, managing high volumes of interactions while utilizing CRM software to track resolution progress and ensure satisfaction.

• Resolved a high volume of customer inquiries and complex issues, consistently meeting response time goals to achieve high levels of satisfaction.
• Managed substantial volumes of incoming calls and emails, maintaining peak efficiency and effectiveness in communication across all channels.
• Leveraged CRM software to meticulously document customer interactions and track issue resolution progress, ensuring comprehensive record-keeping and follow-up.

Currently verifying medical records for the MRT program, ensuring compliance and managing inbound email communications efficiently to maintain high performance.

• Ensured data integrity and compliance for the MRT program by meticulously verifying medical records, upholding established standards.
• Consistently maintained high performance metrics and quality assurance scores, demonstrating commitment to excellence in service delivery.
• Efficiently managed inbound email communications, streamlining processes to ensure timely and effective customer responses.

Supervised remote call center operations, analyzing performance metrics, providing targeted feedback, and managing scheduling to optimize staffing and resolve escalated issues.

• Analyzed call center metrics and agent recordings for a team of 15+ agents, providing targeted feedback that enhanced overall agent performance and service quality.
• Conducted regular performance evaluations to identify growth opportunities, delivering constructive guidance that fostered professional development.
• Managed dynamic scheduling to ensure optimal staffing during peak hours, efficiently resolving escalated customer issues and maintaining operational continuity.

Developed strong customer relationships and enhanced service quality by actively participating in training and successfully upselling products.

• Cultivated strong customer relationships through active listening and empathetic interactions, leading to improved customer satisfaction and loyalty.
• Enhanced service quality by consistently participating in regular training sessions on product features, company policies, and industry trends.
• Identified and aligned customer needs with company offerings, successfully upselling additional products or services to meet sales targets.

Handled substantial volumes of customer calls and emails, assisting with technical troubleshooting, and supporting new hire training as a subject matter expert.

• Managed a substantial volume of calls and emails, consistently achieving or surpassing performance targets for efficiency and customer resolution.
• Aided customers in website navigation, technical troubleshooting, and online order placement, resolving complex issues with precision.
• Supported new hire training by sharing best practices and offering guidance, earning recognition as a department Subject Matter Expert (SME).

Delivered high-quality customer service by effectively addressing inquiries and resolving issues, consistently exceeding key performance indicators (KPIs).

• Delivered high-quality customer service by effectively addressing inquiries and resolving issues, consistently meeting or exceeding key performance indicators (KPIs).
• Utilized CRM software to accurately document customer interactions and update account information, ensuring data integrity for all fundraising activities.

Managed a high volume of inbound customer calls, maintained professionalism, utilized CRM for documentation, and contributed to outbound campaigns and team knowledge sharing.

• Managed an average of 85 inbound customer calls daily, maintaining exceptional professionalism and courtesy in all interactions.
• Utilized CRM software for accurate documentation of customer interactions and updating account information, ensuring comprehensive record-keeping.
• Contributed to outbound calling campaigns and facilitated team knowledge sharing, enhancing collective best practices and improving overall team performance.