Micaela Lawless
Phoenix
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
EPE LLC
09.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Customer Service Representative
T&T Inc.
12.2009 - 08.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Business
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZ05-2025
Skills
- Conflict Resolution & Problem-Solving
- Active Listening and Empathy
- Clear Verbal & Written Communication
- Customer Retention and Relationship Building
- Complaint Handling & De-escalation
- Multitasking in Fast-Paced Environments
- Knowledge of CRM Systems
- Time Management & Prioritzation
Timeline
Customer Service Manager
EPE LLC
09.2020 - Current
Customer Service Representative
T&T Inc.
12.2009 - 08.2020
Business
Maricopa Community Colleges, Paradise Valley Community College
Similar Profiles
Ismael BarretoIsmael Barreto
Box Build Assembler, Stockroom Material Handler at EPE Electronics CompanyBox Build Assembler, Stockroom Material Handler at EPE Electronics Company
Abdelmajid BenchaibAbdelmajid Benchaib
Stock and Supply Manager at EPE C&H SPA UNITE DE SAIDAStock and Supply Manager at EPE C&H SPA UNITE DE SAIDA
Fatima Sofia Brites Delgado BarrosoFatima Sofia Brites Delgado Barroso
Sub Directora Serviço Gestão Financeira at Hospital de Loures, EPESub Directora Serviço Gestão Financeira at Hospital de Loures, EPE
JACQUELINE QUINONEZ YEPIZJACQUELINE QUINONEZ YEPIZ
SENIOR FRAUD ANALYST 2 at Bank of AmericaSENIOR FRAUD ANALYST 2 at Bank of America
Carrie WiemannCarrie Wiemann
Regional Merchandising Manager at Escalante GolfRegional Merchandising Manager at Escalante Golf