MICHELLE MORAIS
York,PA
Summary
Committed and orderly Customer Service Specialist, offering over 15 years of solid skills in customer relations, administration, supervisory management and a resilience to handle fast paced professional environments. Bringing detail oriented and decisive nature with sound judgement, great multi-tasking abilities and a self-motivated personality. Excel in both team environments and alone. Fully committed to following company procedures and winning loyal customers. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Guest Experience Associate
ASHLEY HOMESTORE
12.2022 - 05.2023
- Entered customer orders into system, accurately and completely
- Processed payment to proper accounts
- Had responsibility for security of cash and other legal tenders
- Prepared daily deposits in accordance with Company policy and procedures
- Answered incoming calls and responded to customer queries in timely and courteous manner, bringing down customer complaints by 20%
- Scheduled deliveries that are convenient for customer and comply with company procedures
- Maintained all open orders and communicated status with customers
- Served as team lead in absence of supervisor, and helped in training of new team members, to maintain seamless operations
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level of professionalism and discretion when dealing with guests.
Groundside Supervisor
MBJ AIRPORTS LIMITED, SANGSTER INT'L AIRPORT
09.2007 - 01.2022
- Gave Supervision to Toll Collectors and Security Officers in all Car Parks
- Regulated operations in Ground Transportation Hall
- Convened quarterly meetings with stakeholders
- Planned, coordinated and executed comprehensive short and long term parking planning projects and programs, which increased revenue by at least 30%
- Interviewed new hires for Toll Collector positions
- Conducted performance appraisal for Toll Collectors
- Prepared efficient budgets for department
- Handled escalated customer complaints and resolved them to customers' satisfaction 80% of time.
- Enforced policies and procedures by coaching and applying disciplinary procedures.
- Set priorities and goals and accomplished results within anticipated time frames.
- Prioritized tasks to complete assignments on time.
- Conducted regular reviews of operations and identified areas for improvement
- Created and managed project plans, timelines and budgets
CUSTOMER SERVICE AGENT
MBJ AIRPORTS LIMITED
06.2003 - 09.2007
- Greeted customers, responded to questions and provided directions to services and resources
- Resolved customer issues/concerns including re-directing or contacting/coordinating with appropriate party for resolution
- Answered phone, including call internally and externally
- Monitored customer-facing areas of terminal to ensure facilities are orderly, clean and operational
- Developed customer satisfaction survey, which was used to see how satisfied customers were with products and services
- Using this information, company improved on its shortcomings and rating went from 4 to 8 in space of 6 months, especially in areas of cleanliness of facility and waiting time in Immigration and Customs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Bachelor of Science - Business Administration, Management, Marketing
University of Technology
Montego Bay, Jamaica08.2014
Skills
- Customer Service/ Satisfaction
- Management
- Team Building
- Phone Etiquette
- Empathy
- Communication
- Administrative Support
- Leadership
- Active listening
- Computer (Microsoft excel, Word)
- Organizational
- Data Entry
- Interpersonal
- Good Telephone Etiquette
- Excellent Communication
- Reporting capabilities
Certification
Supervisory Management Techniques, Qualtech Aero Consulting Ltd. - 2007Human Resource Management, University College of the Caribbean - 2001
Timeline
Guest Experience Associate
ASHLEY HOMESTORE
12.2022 - 05.2023
Groundside Supervisor
MBJ AIRPORTS LIMITED, SANGSTER INT'L AIRPORT
09.2007 - 01.2022
CUSTOMER SERVICE AGENT
MBJ AIRPORTS LIMITED
06.2003 - 09.2007
Bachelor of Science - Business Administration, Management, Marketing
University of Technology
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