Michaela Chamberlain Email & Phone Number

Remote

Manages a team of Destination Guides, removes any obstacles they may encounter, and communicates/escalate issues to Guest Service Center Management and/or Destination Managers via email, chat, or salesforce communication.- Responsible for keeping all of the information provided to my Destination guides updated in regards to any details such as contact information, dates, pricing, etc.- Providing outstanding member service, support, and maintaining strong professional relationships with members via telephone.- Responsible for upholding customer expectations and upholding Xplorie policies and procedures.- Responsible for creating and managing my team schedule on a weekly basis- Accurately completes related records, reports, and documentation in a timely manner.- Providing all request information including space availability, pricing, discounts and general information to callers while attempting to close all calls by utilizing techniques provided.- Used quality monitoring data management system to compile and track performance at team and individual levels.- Performed call monitoring and provides trend data to the site management team.- Review, monitor and maintain program participant records of enrollment and spending.

Remote

- Entered data into databases accurately and verbatim.- Added new material to file records and created new records.- Effectively managed a high-volume of outbound customer calls.- Gathered and verified all required customer information for research purposes.- Defused volatile customer situations calmly and courteously.- Accurately documented, researched, and resolved customer service issues.- Managed customer calls effectively and in a complex, fast-paced, and challenging call center environment.

Remote

- Troubleshoot issues for customers calling in.- Using programs suited for our tasks on Mac computers Fluent in troubleshooting iPhones, iPads, iPods, and iMacs.- Keep a schedule adherence, call time, idle time, and hold time, Being responsible to complete all pieces of training on our own.- Help fellow teammates with troubleshooting.- Reaching and exceeding monthly personal set goals per calls.- Upselling Apple Care + to new customers.- Attend meetings weekly and one on one check-in with managers.- Teach customers how to fix issues versus listing steps.- Being held responsible on my own to complete daily tasks, testing, checking back on past calls, and maintain my timecard.- Investigate, audit, conduct root cause analysis, handle the processing of determinations, track and trend findings.

New Braunfels, Texas

- Answered inbound calls for customers with fraudulent activity on their account international calls, cloning, and device changes.- Put notes different systems.- Made outbound calls to customers to verify activity on account.- Able to get contact with customer leave voice mails customer give Verizon Wireless call back without stating why call being placed.- Resolved service, pricing and technical problems for customers by asking clear and specific questions.- Developed and maintained professional relationships with other financial institutions and law enforcement agencies.

New Braunfels, Texas

- Showed rapid growth in sales, customer satisfaction, and peer assistance - Acquired skills to manage the call to allow me to handle the issue in a timely manner in order to keep call time down while still maintaining customer satisfaction - Used effective questioning to understand customer needs so that I was able to not just complete the initial request but also offer solutions that resulted in a quality sale - Continuously led as one of the top-performing agents on not only my immediate team but also for the center - Record/track quality assessment scores and provide feedback to reduce errors and improve processes and performance to ensure the quality of the network.

Webster, Texas

- Actively participated in ongoing customer service programs to build sales and rapport in the work place- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional service - Managed an immediate team of up to 25 workers at a time as well as assisting in other locations- Manage cash tills when Cashiers take breaks; holds key to locked cabinet and ensures proper storage and security of cash tills and return of used cash tills to appropriate Cashier.- Balancing cash inventory on a daily basis Using mathematical skills to fix cash registers errors

Webster, Texas, United States

- Ensured that customers were serviced quickly and efficiently- Handled customer complaints and queries about food and service- Receive shipment/deliveries, counted down the order to ensure all was delivered- Put away perishable and non-perishable items in the correct location in either climate controlled coolers or in the correct location in the pantry- Ensured correct food handling procedures were followed

Friendswood, Texas, United States

- Multi-Task up to 10 orders and served customers in a timely manner- Obtained Cash or Credit/Debit card payments for various orders and provided necessary receipts- Took orders from the Drive through and expedited those orders and ensured that all condiments and napkins were included- Counted down my till at the end of my shift and entered the data into the company system- Was responsible for making and decorating all ice cream cakes per holiday and customer requirements - Also made dilly and buster bars from scratch when necessary

Friendswood, Texas, United States

- Handled weekly schedules according to payroll policies- Directed and supervised employees engaged in sales, inventory-taking, and reconciling cash receipts- Maintain daily record of all transactions and generate reports for store manager- Motivate sales employees to improve morale, performance, and store revenue- Investigated and resolved customers' issues and complaints regarding operational matters- Handled all queries and client feedback in a professional manner

Education record

Education record

Activities and Societies: Art Club