Michelle Millett
Richmond
Summary
Customer-focused professional with extensive experience in customer service roles. Recognized for delivering exceptional client support and achieving high customer satisfaction and loyalty. Strong communication and problem-solving skills, adept at managing multiple tasks efficiently. Proven ability to enhance operational processes, resulting in improved overall customer experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Partner veterinary emergency and specialty center
Richmond
11.2024 - Current
- Welcoming clients and pets: Greet arriving clients and their pets warmly, assist with check-in, and ensure they feel comfortable
- Manage communications: Answer phone calls, emails, and texts, handle intake and triage with empathy and professionalism
- Conduct follow-up: Reach out post-visit to check on the pet's condition and maintain a caring client relationship
- Client education: Explain wellness plans, preventative care, and hospital services in a helpful, non-technical way
- Scheduling: Set up and confirm appointments, surgeries, and procedures; manage appointment reminders
- Forms & documentation: Prepare forms like consent forms, patient visit records, and estimates before and during visits
- Check-out process: Review services provided, explain invoices, process payments, and schedule follow-up veterinary care
Entrepreneur/Small Business Owner
Diamonds and Dutch Pet Bath and Spa
Richmond
02.2019 - Current
- Supervises multiple employees and ensures shop etiquette is upheld and honored at all times
- Maintains shop inventory so that customers are consistently supplied with materials needed to bathe their pet
- Provides customers with A+ salon cleanliness
- Processes register sales through POS systems and maintains a balance register at end of every shift
- Reconciles multiple business accounts with weekly bookkeeping
- Processes monthly payments for billing, contractors and payroll
- Manages a 500+ customer account database
- Answers inbound calls regarding customer inquiries and to book appointments for multiple employee schedules
- Handles company marketing and selling techniques
Sales Expert
T-Mobile
Chesterfield
12.2022 - 07.2023
- Greet and welcome all new and returning customers with customer check-in systems
- Accessed customers' accounts and provided information to customers regarding account records.
- Scheduled payment arrangements and processed bill payments
- Set up new accounts by taking customer personal information such as social security numbers, etc
- Help customers purchase and set up new phone (transferring data from one device to another)
- Input sales and kept update knowledge of daily goals (Individual and Team)
Customer Service Representative
Virginia Veterinary Centers
Richmond
12.2021 - 06.2022
- Welcomed incoming customers/patients with great energy at all times. Comforted customer(s) during crucial times (Ex. Pet euthanization)
- Help customers with checking in, registering, and updating pet/owner information into a 5000+ customer database
- Calling and communicating with customers to get pet's triaged for exams and/or discharge from exam rooms
- Answering a multiline telephone system to assist customers' incoming calls regarding pet care and wellbeing
- Answering incoming internal calls from multi-locations
- Processing customer paperwork and contracts. Obtaining signature authorizations for procedures and exams.
- Gathering and processing customers invoice payments and refunds
- Faxing and emailing documentations to referring hospitals, primary veterinarian offices, and customers.
- Cleaning and sanitizing lobby area and exams rooms
Sales Associate
Victoria's Secret
Richmond
10.2016 - 09.2019
- Answered incoming calls
- Educated customers about bras and women's merchandise
- Conducted credit card transactions through POS System
- Assisted with returns
- Responsible for store displays
- Stocked the floor
- Maintained a clean service environment
- Provided pleasant customer service
Customer Service Representative/Call Center
UPS Freight/Overnite
Richmond
07.2014 - 10.2016
- Answered incoming phone calls to resolve problems, fostering professional relationships with customers and vendors.
- Confirmed account payments and refunds while resolving payment and order disputes to ensure customer satisfaction.
- Delivered high-quality technical support to customers across various platforms.
- Scheduled pick-up reservations, collaborating with customers, suppliers, and shippers to efficiently route and trace shipments.
- Provided freight shipping rates to customers with or without UPS account
- Escalated problems and concerns beyond the ability of the OPR to an immediate supervisor or manager
- Maintained quality standards established by UPS Supply Chain Solutions, our customers and vendors.
Sales Associate
Staples
Richmond
06.2011 - 09.2014
- Worked in sales, selling office supplies
- Greeted customer
- Offered knowledge about office supplies
- Received and filed online orders
- Completed in-store purchases
- Handled in-store returns
- Created inventory of products
- Replenished merchandise
- Cleaned front POS areas daily
Administrative Assistant
Commonwealth Construction
Richmond
06.2007 - 08.2008
- Provided support for office president and managers
- Managed receptionist duties by answering phones and directing clients and calls to appropriate personnel
- Executed clerical tasks including efficient filing and timely faxing of documents
- Monitored and organized all incoming and outgoing mail to ensure prompt delivery
- Completed data entry tasks with accuracy in a fast-paced office environment.
Education
Bachelor's - Agriculture
Virginia State University
Petersburg, VA05-2014
Skills
- Customer service
- CSR
- Client engagement
- Customer relationship management
- Customer inquiries
- Live chat
- Phone etiquette
- Order entry
- Data entry
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Google Docs
- Office software
- Office experience
- Team Collaboration
- Computer operation
- Computer literacy
- Databases
- Typing
- Typing speed 50 WPM
- Time management
- Task coordination
- Organizational skills
- Administrative experience
- Executive administrative support
- Front desk support
- Sales support
- Basic bookkeeping
- Financial tracking
- Accounting
- Continuous improvement
- Typing
- Conflict management
- Communication skills
- Leadership
- Analysis skills
- Productivity software
- Windows
- AI
- Employee relations
- Urgent care
- Animal Care
- Animal handling
- Pet Care
- Office management
- Computer skills
- Customer inquiries
- Conflict management
- Communication skills
- Microsoft Excel
- Computer skills
Certification
Driver's License
Additional Information - Work Authorization
Authorized to work in the US for any employer
Timeline
Customer Service Representative
Partner veterinary emergency and specialty center
11.2024 - Current
Sales Expert
T-Mobile
12.2022 - 07.2023
Customer Service Representative
Virginia Veterinary Centers
12.2021 - 06.2022
Entrepreneur/Small Business Owner
Diamonds and Dutch Pet Bath and Spa
02.2019 - Current
Sales Associate
Victoria's Secret
10.2016 - 09.2019
Customer Service Representative/Call Center
UPS Freight/Overnite
07.2014 - 10.2016
Sales Associate
Staples
06.2011 - 09.2014
Administrative Assistant
Commonwealth Construction
06.2007 - 08.2008
Bachelor's - Agriculture
Virginia State University