Michelle Harris
Matthews
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Emergency Medical Dispatcher
VRI
11.2024 - Current
- Coordinated emergency response operations across multiple jurisdictions, ensuring timely dispatch of services.
- Implemented standardized protocols for call triage, enhancing response accuracy and efficiency.
- Trained and mentored junior dispatchers on emergency communication systems and procedures.
- Developed quality assurance procedures to evaluate dispatcher performance and improve service delivery.
- Utilized advanced dispatch software to monitor real-time incidents and resource allocation.
- Monitored medical life alert buttons, Received 80-100 inbound calls daily, providing emergency assistance when needed.
- Placed outbound calls to remind member's to test their devices monthly.
- Enhanced communication between first responders and the hospital by providing clear, concise information in high-pressure situations.
- Contributed to a positive work environment by fostering strong relationships with coworkers and supporting team initiatives.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
Outbound Sales Representative
Spectrum Business
01.2024 - Current
- Utilized geographic information system to prospect, call, and/or email a daily minimum of 160 small/medium businesses to offer new products and services.
- Provided technical guidance on product installation or usage issues over the phone or via remote access tools.
- Monitored customer feedback regarding product performance and made appropriate adjustments accordingly.
- Communicated internally, navigating multiple systems such as Microsoft Office applications, Webex, and Customer relationship management systems.
- Actively participated in team meetings with other members of the organization's sales department.
- Generated high quality sales leads through effective research methods.
- Conducted market research to identify potential customers and new business opportunities.
- Identified customer needs and provided tailored solutions to meet their requirements.
- Adhered to all company policies related to data security, privacy regulations and ethical standards in selling practices.
- Conducted follow-up calls with prospects to identify needs, propose solutions and close sales.
- Maintained an organized database of contacts and client information.
- Followed up on sales leads through outbound calling.
- Achieved established sales targets by generating new customer accounts.
Remote Commercial Lines Insurance Agent
Progressive Insurance
07.2022 - 12.2023
- Received high call volume of inbound/outbound calls to assist agents/Insureds with quoting, binding, and servicing commercial policies.
- Adhere to Quality Assurance metrics to avoid discrepancies with company compliance standards.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Provided customers with information regarding plan features, pricing, and availability.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Processed payments received from clients promptly according to established procedures.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Explained coverage options to potential policyholders, answering questions or concerns via phone email or chat.
- Provided technical support to customers regarding online and insurance application troubleshooting issues.
- Collaborated with internal customers using systems such as Teams, Slack, Microsoft office and Web ex.
- Processed claims regarding customer towing requests.
Remote Personal Banker
Wells Fargo
02.2020 - 07.2022
- Asked probing questions to determine customers needs and accurately input information into electronic systems
- Informed customers about features and services that helps make their banking experience easier, convenient and beneficial
- Answered customer questions and addressed concerns, resulting reduction in complaint calls
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Followed compliance procedures to make sure accounts are secure, to maintain QA satisfaction level
- High volume call center receiving 80 inbound calls daily, achieved daily metric goals, and providing exceptional customer service on each call
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Promoted additional bank services through personal contact with customers.
- Recognized opportunities for cross-selling additional banking products or services.
- Provided customer service to clients, including answering questions and resolving issues.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Provided technical support to customers regarding online and banking application troubleshooting issues.
Accounts Payable Specialist III
WAL-MART HOME OFFICE
12.2015 - 01.2020
- Responsible for data entry processing claims relating to item overages or shortages
- Communicates effectively in person or by using telecommunications equipment
- Creates documents, reports, etc., manually or by using computer
- Responsible for processing substantial amount of invoices daily
- Making sure productivity meets weekly expectations
- Consistently selected to work on several special company projects
- Coded invoices and other records to maintain organized and accurate records
- Analyzed invoice and expense reports, identified variances and researched issues to correct problems and maintain financial compliance
- Problem-solved accounts payable questions on behalf of internal team members, management and vendors
- Addressed month-end closing functions for detailed reporting
- Reduced financial discrepancies by accurately processing invoices and journal entries with zero discrepancies
- Assisted with month-end and year-end closings to support accounting system accuracy.
Store Manager
BOJANGLES CHARLOTTE
07.2008 - 12.2015
- Monitored multiple databases to keep track of all company inventory
- Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies
- Resolving complaints and ensuring customer satisfaction
- Developed & trained four assistant managers/25 employees
- Scheduling Process invoices/Inventory control Reconciling reports Drive store profitability by ensuring excellent service, executing marketing techniques, and reducing loss
- Trained, coached and mentored staff to ensure smooth adoption of new program/promotions
- Developed and rolled out new policies
- Fostered healthy team environments to promote collaboration and boost productivity
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottomline profitability.
Education
High School Diploma -
Central Piedmont Community College
12.2007
Skills
- Research
- Complaint resolution
- Customer Relationship Management
- Quality assurance
- Professional telephone demeanor
- First Call resolution
- Relationship management
- Upselling strategies
- Script Reading
- Sales Pitches
- Active Listening
- Outbound Calling
- Time Management
- Inbound Calls
- Decision-Making
- Self Motivation
- Payment Processing
- Call Control
- Data Entry
- Phone Etiquette
- Performance-driven
- Account management
Certification
Driver's License
Timeline
Emergency Medical Dispatcher
VRI
11.2024 - Current
Outbound Sales Representative
Spectrum Business
01.2024 - Current
Remote Commercial Lines Insurance Agent
Progressive Insurance
07.2022 - 12.2023
Remote Personal Banker
Wells Fargo
02.2020 - 07.2022
Accounts Payable Specialist III
WAL-MART HOME OFFICE
12.2015 - 01.2020
Store Manager
BOJANGLES CHARLOTTE
07.2008 - 12.2015
High School Diploma -
Central Piedmont Community College