Summary
Overview
Work History
Skills
Timeline
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Michelle Lavender

Rochelle

Summary

Successful offsite Customer Resolution Specialist.

Knowledgeable and dedicated customer service professional, with extensive experience in deescalation's. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

16
16
years of professional experience

Work History

Customer Resolution Specialist

Dyson
11.2022 - 04.2024
  • Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
  • Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
  • Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.
  • Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
  • Identified opportunities for process improvements within the department by analyzing trends in common customer concerns or queries.
  • Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
  • Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
  • Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
  • Enhanced customer satisfaction by promptly addressing and resolving their concerns.

Customer Support Specialist

Dyson
04.2018 - 11.2022
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Store Manager

Family Dollar
06.2008 - 06.2017
  • Accomplished Store Manager with a proven track record of success at Family Dollar, adept at leading teams to exceed sales objectives and minimize loss through effective management and training. Skilled in Microsoft Office 365 and Salesforce, excels in fostering strong customer relationships and maintaining high employee retention. Renowned for achieving the lowest turnover in the district for five years.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Opened new store in Montgomery, IL
  • Consistently met sales objectives year after year.
  • Best shrink control for 5 consecutive years.
  • Won 5 district a nd national sales contests.
  • Lowest turnover in district for 5 years.


Skills

  • Able to deescalate situations
  • Works well with limited supervision
  • Goal oriented
  • Proven track record of success
  • Microsoft office 365
  • Salesforce
  • CRM

Timeline

Customer Resolution Specialist

Dyson
11.2022 - 04.2024

Customer Support Specialist

Dyson
04.2018 - 11.2022

Store Manager

Family Dollar
06.2008 - 06.2017

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Michelle Lavender