Michelle Scott
Lehighton ,PA
Summary
Top-performing Retail Customer Experience Specialist with 4 years of deep operational knowledge in billing, account management, and cable workflows. Subject matter expert in Icoms, Zendesk, and Slicc, frequently relied upon by management to resolve complex billing disputes and audit account discrepancies. Ready to transition into a Supervisor role to scale team efficiency, leverage existing peer respect, and champion company performance metrics.
Overview
4
4
years of professional experience
Work History
Retail Customer Experience Specialist
Blue Ridge Communications
Palmerton, PA
06.2024 - Current
- Assisted customers with inquiries, providing accurate information about services and troubleshooting issues.
- Collaborated with team members to enhance customer engagement strategies and improve satisfaction ratings.
- Utilized CRM software to track customer interactions, ensuring timely follow-ups and resolution of concerns.
- Provided feedback on customer trends, contributing to the refinement of service offerings and promotional strategies.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
Customer Care Advocate
Astound Broadband
Bethlehem, PA
05.2022 - 09.2023
- Participated in training sessions to stay up-to-date on product features, technical updates, new procedures.
- Demonstrated strong communication skills while interacting with customers via phone, email, chat or other channels.
- Researched complex customer inquiries using internal databases and resources.
- Identified areas of improvement within the team and proposed effective strategies for addressing them.
- Provided excellent customer service by responding to inquiries and complaints promptly, professionally and courteously.
- Conducted regular reviews with customers after resolving their queries; collected feedback and suggestions for further improvement.
Education
High School Diploma -
Lehighton Area High School
Lehighton, PA06-1995
Skills
- CRM software
- Data entry
- Teamwork and collaboration
- Slicc, Zendesk, Camp, Iglass, Eero Insights, Icoms
- Product knowledge
- Microsoft office
- Sales and upselling
- Calm and professional under pressure
- Customer retention strategies
- Staff education and training
Timeline
Retail Customer Experience Specialist
Blue Ridge Communications
06.2024 - Current
Customer Care Advocate
Astound Broadband
05.2022 - 09.2023
High School Diploma -
Lehighton Area High School