Michelle Smith

Experience

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  Nike

  Nov 2012 - Dec 2013

  Sales Representative

  During my employment at Nike, I processed 20+ customer transactions daily, including payments and product inquiries according to policies, procedures, and security guidelines. In doing so, I responded to the customer and sales representatives’ inquiries regarding orders, backorders, price, products and services availability, procedures, and policy.In my capacity, I managed the Running/Women’s Department, providing insight on new product launches and events to keep customers informed regarding business updates. Lastly, I performed concurrent tasks, maintained time-sensitive records and reports, provided thorough and accurate account updates, and updated information about customer financial and collection effort status. Show less

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  City of Tempe

  Jan 2015 - Jan 2018

  In my key performance, I provided daily assessments and behavioral evaluations to determine diagnosis, client needs, and appropriate treatment plans. I also accomplished reports based on records following the treatment plan and internal agency requirements. In addition, I rendered support on their mental health to overcome personal, educational, social, and behavioral issues.Part of my job is to maintain open relationships in addressing the emotional needs and providing immediate crisis counseling and ongoing support. More so, I developed treatment plans to determine client goals/objectives, interventions, and target dates for achievements. Show less As an administrative assistant, I fostered operational efficiency and compliance with office policies through effective office administration and coordination of office activities. In doing so, I streamlined document processing through electronic file systems to increase administrative stability, provide faster and systematic filing, and improve traceability.My role enabled me to accomplish monthly reports and outgoing correspondences while scheduling travel arrangements; drafted meeting agendas, memos, supplied advanced materials and executed follow-up meetings and team conferences. Moreover, I performed office duties such as answering phones, directing calls, emailing, filing, faxing documents, and scheduling meetings. Show less

  • Case Counselor I

    Jul 2017 - Jan 2018

  • Administrative Assistant

    Jan 2015 - Jul 2017
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  Uber

  Apr 2017 - Oct 2019

  In my key performance, I managed 30+ customer interactions daily, maintaining an exceptionally high rate of customer satisfaction and retention through timely problem resolution and personal attention to individual needs and concerns. In doing so, I responded to inquiries professionally and answered phone calls, invoices, emails, and messages to troubleshoot and resolve problems unsatisfactory riding experiences, resulting in an increased closure rate.In my capacity, I investigated and resolved incidents, including but not limited to billing, critical accidents, and account security, providing timely de-escalation and ensuring issues were handled on time. Furthermore, I enhanced customer experience and exceeded goals by adequately adhering to the company’s effective workflow processes, thereby increasing the overall productivity in the workplace. Show less To increase customer retention and company production, I handled 20+ calls daily involving investigation and mitigation of complex and sensitive issues. In addition, I responded to customer inquiries, providing exceptional listening skills to determine call nature calls to address concerns professionally.To provide smooth transactions, I addressed and resolved riders and drivers complaints empathetically and professionally; facilitated unresolved customer's grievances to designated departments for further investigation. Moreover, I demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams. Show less

  • Premium Rider Priority Support Representative

    Oct 2017 - Oct 2019

  • Critical Safety Response Representative

    Apr 2017 - Oct 2017
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  Lemonade

  Aug 2019 - Apr 2022

  As a Customer Experience Manager, I implement standards to enhance the customer experience. By establishing collaborative relationships with Engineering, Product, Content, L&D, Talent, People Ops, Bizops, and Customer Leadership teams, I have led the accomplishment of an average Quality Assurance Score of 80%+.Empowering teams through employee engagement and career development, I developed multiple agents into leadership and specialty roles, maintaining an employee Net Promoter Score of 70%+. Show less During my employment, I led team performance reviews by providing quality assurance evaluations regarding insurance services in response to customer inquiries. Part of my job is to settle escalation calls and provide call-center support, demonstrating my mastery of customer services within specified timeframes.In my capacity, I managed team Key Performance Indicators, facilitated learning and development opportunities for customer service specialists, guided specialists through complex insurance experiences, and supported multiple teams. Moreover, I served as peer leader by assuming manager duties, including conducting Team Performance meetings with Customer Service Coaches and reviewing performance management documents and situations. Show less As a Customer Experience Specialist, I evaluated the quality of interaction between call floor representatives and customers, conducting monthly audits of call floor quality monitoring. It is also my duty to maintain key business metrics, including Key Performance Indicators (KPI), Call Quality, and Net Promoter Scores (NPS) results.In my progressive performance, I completed all quality monitoring assigned, including phone, email, mail, and data using Zendesk to deliver surprisingly delightful customer experiences. Show less

  • Customer Experience Lead (Renters)

    Mar 2021 - Apr 2022

  • Customer Experience Coach (Renters)

    Aug 2020 - Mar 2021

  • Customer Service Specialist

    Aug 2019 - Aug 2020
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  One Entertainment Group

  Jul 2021 - Feb 2023

  Executive Assistant

  In my key performance, I deliver executive-level support by maintaining the owner’s schedule, coordinating with internal and external stakeholders, providing logistically and travel help, and working on operations-related projects. In doing so, I am able to manage highly time-sensitive and confidential information and legal documents, ensuring proper signature and delivery.To provide a smooth workflow, I create, organize, and maintain accurate electronic and hard-copy records, filing systems, and inventories in an orderly fashion. In addition, I perform accounts receivable duties including researching chargebacks, discrepancies, and reconciliations; organize internal and external meeting for the owner, including logistics and substantive preparation. Show less

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  Chewy

  Apr 2022 - now

  Virtual Customer Service Manager