Michelle Marcellus Email & Phone Number

Chicago, Il

• Promoted to Level 2 CSR, through development of triage skill set, adaptability, and balancing client and company priorities. • Liaised specialty departments with clients, explaining surgery protocols, patient care plans, and payment options.• Peer resource for conflict resolution, interdepartmental communication, and client engagement.• Demonstrated flexibility in schedule to meet the needs of the business, twice recognized as Employee of the Month.

Chicago, Il

• Trained new staff and volunteers on shelter protocols, processing adoptions, and community outreach.• Managed the Animal Assisted Therapy program, matching volunteers with community organizations. • Secured highest adoption rate for ‘Clear the Shelters’ event by implementing improved efficiencies, coaching, and follow-up.• Developed next leaders on overview of adoption floor, staffing and scheduling, and collaboration with clinic team.

State Street, Chicago, Il

Chicago, Il

• Developed curriculum for US call center agents on operational systems, exceptional customer service, and retail products. • Specialized as ‘Second Line’, fielding escalated calls, and creating resolutions with store leadership.• Led two-week sales training of new advisors, visuals, and leadership covering register routines, fitting room procedures, merchandise rotation, and opening/closing standards.

Bachelor Of Arts, English Literature

Master Of Arts In Teaching