MICHELLE THOMPSON
Anaheim
Summary
Experienced customer service professional with a proven track record in training staff and building strong client relationships. Highly motivated with excellent communication and computer skills. Recognized as a results-oriented customer service manager, adept at identifying customer needs and delivering effective solutions. Known for meticulous attention to detail and ability to work collaboratively as part of a team. Demonstrated organizational skills enable efficient management of multiple projects simultaneously, ensuring a high level of accuracy in all tasks.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
USAA Bank
12.2023 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Interviewer
SSRS
09.2018 - 04.2024
- Delivered information from script regarding surveys for on-demand phone project assignment
- Increased candidate engagement by conducting thorough and personable interviews
- Developed strong rapport with candidates, fostering open communication and trust during interviews
- Trained and coached new recruiters to improve individual's interviewing capabilities
Mystery Shopper
Bare International
10.2013 - 10.2017
- Evaluated customer interaction
- Created detailed performance reports with reference to customer interaction
- Evaluated interior and exterior facilities for conformance to standards and protocol
- Verified pricing accuracy and inventory management practices to ensure accurate representation of products available to customers
Self Employed
Self Employed Ebay Online Auctions
04.2007 - 02.2011
- Responded to all customer inquiries thoroughly and professionally
- Knowledge of USPS US shipping rules, regulations and safe packaging practices
- Answered customer questions about product availability and shipment times
- Customer invoicing, bookkeeping
- Listing product in eBay
- Packaging and making shipping label for sold items
Customer Service Manager
World Wide Publishing
04.2007 - 02.2011
- Supervised a sales force of 35 sales associates
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Trained all incoming sales team members
- Supported the sales team in writing proposals and closing contracts
- Referred unresolved customer grievances to designated departments for further investigation
Education
Massage Therapy -
European Massage Therapy School
Las Vegas, NV12.2018
High School -
West Torrance High School
Torrance, CA1997
Skills
- Customer support writing skills
- Exceptional telephone etiquette
- Empathy Display
- Problem-Solving
- Active Listening
- Coaching and Mentoring
Timeline
Customer Service Representative
USAA Bank
12.2023 - 10.2024
Interviewer
SSRS
09.2018 - 04.2024
Mystery Shopper
Bare International
10.2013 - 10.2017
Self Employed
Self Employed Ebay Online Auctions
04.2007 - 02.2011
Customer Service Manager
World Wide Publishing
04.2007 - 02.2011
Massage Therapy -
European Massage Therapy School
High School -
West Torrance High School
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