Michelle Kennedy
Fredericktown
Summary
Dynamic and results-driven professional with extensive experience in customer service management at Rural King. Proven ability to enhance customer satisfaction through effective problem-solving and exceptional interpersonal communication. Skilled in quality control inspection and restroom sanitation, consistently achieving high standards in service delivery and team performance.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
9
9
years of professional experience
Work History
Industrial Building Cleaner
Meredith Commercial Services
01.2023 - 06.2023
- Learned safety protocols for industrial cleaning environments.
- Operated cleaning equipment, including vacuums and floor scrubbers.
- Maintained cleanliness in high-traffic areas to ensure safety compliance.
- Assisted in waste disposal and recycling processes effectively.
- Supported team in routine deep-cleaning tasks across facilities.
- Adapted quickly to various cleaning techniques and schedules.
- Enhanced workplace safety by implementing strict cleaning and sanitization protocols.
- Eliminated health hazards in high-traffic areas through diligent surface disinfection practices.
Customer Service Manager
Rural King
10.2019 - 05.2020
- Assisted in resolving customer inquiries and complaints to enhance satisfaction and loyalty.
- Collaborated with team members to streamline service processes, improving response times.
- Monitored customer interactions to ensure adherence to quality standards and protocols.
- Trained new staff on customer service best practices and company policies.
- Developed training materials for enhancing team performance and efficiency.
- Maintained updated knowledge of products and services to provide accurate information to customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
In Home Health Aide
Don Services
06.2018 - 10.2019
- Assisted clients with daily living activities, ensuring comfort and safety in home environments.
- Monitored vital signs and reported changes to healthcare professionals for timely interventions.
- Administered medication according to prescribed schedules, enhancing adherence and health outcomes.
- Provided emotional support and companionship, fostering positive mental well-being among clients.
- Maintained accurate documentation of care provided, ensuring compliance with regulatory standards.
- Collaborated with family members to develop personalized care plans tailored to individual needs.
- Implemented infection control practices during caregiving tasks to promote a safe environment.
- Adapted quickly to changing client needs, demonstrating flexibility in caregiving approaches.
Customer Service Manager
GetGo Gas Station
03.2014 - 06.2018
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Education
High School Diploma -
PA Cyber Charter School
Pittsburgh05-2013
Skills
- Restroom sanitation
- Basic computer literacy
- Quality control inspection
- Pressure washing proficiency
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Customer relationship management (CRM)
- Conflict resolution techniques
Timeline
Industrial Building Cleaner
Meredith Commercial Services
01.2023 - 06.2023
Customer Service Manager
Rural King
10.2019 - 05.2020
In Home Health Aide
Don Services
06.2018 - 10.2019
Customer Service Manager
GetGo Gas Station
03.2014 - 06.2018
High School Diploma -
PA Cyber Charter School