Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Michelle Stringfield

Nashville

Summary

Dynamic professional with over 31 years of experience in customer service and relationship management. Achieved significant reductions in customer churn through effective conflict resolution and empathy. Proficient in billing management and Microsoft Office, consistently recognized among top 10% of peers for exceptional results.

Overview

32
32
years of professional experience

Work History

Elite Account Expert

T-Mobile USA Inc
Nashville
10.2003 - Current
  • Managed incoming customer calls regarding billing inquiries, technical support, new service activation, and cancellations.
  • Processed payments and conducted collection activities efficiently.
  • Delivered exceptional customer experience through professionalism and empathy during challenging interactions.
  • Reduced customer churn significantly through effective relationship management.
  • Supported over 20 representatives in the absence of leadership by providing guidance.
  • Facilitated training for new hires to enhance team performance.
  • Handled escalated customer calls to resolve issues promptly.
  • Consistently ranked in top 10% among peers over 21 years of service.

Hotel General Manager

Hilton Hotels Corporation
Nashville
04.1993 - 08.2003
  • Analyzed market data to identify trends in occupancy rates and pricing strategies.
  • Coordinated daily hotel operations, ensuring adherence to policies and procedures.
  • Maintained vendor relationships with catering services and travel agencies for enhanced service delivery.
  • Monitored staffing levels to ensure coverage while controlling labor costs.
  • Conducted ongoing evaluations of staff performance against established criteria.
  • Established quality assurance standards across departments to ensure top-tier service.
  • Reviewed financial statements to assess operational performance against budget targets.
  • Created marketing plans to enhance hotel visibility within local markets.

Education

GED -

Hiset Certification
Tennessee State University
04-2024

Skills

  • Customer service and support
  • Billing management
  • Payment processing
  • Technical support
  • Relationship management
  • Conflict resolution
  • Microsoft Office proficiency
  • Written and verbal communication
  • Time management
  • Quality assurance
  • Problem-solving skills
  • Attention to detail
  • Critical thinking

Affiliations

  • My passion at work as well as in my personal life has become spreading mental health awareness as well as suicide prevention. I lost a daughter to mental illness in 2011 and that gave me a purpose. I speak at back to school events about mental health and removing the stigma. At work I have been an advocate and educator about this cause. I deliberately have stayed on the front lines at my current position because I believe I have been able to help customers who needed more than just a payment arrangement or to lower the bill. They needed a compassionate ear.

Timeline

Elite Account Expert

T-Mobile USA Inc
10.2003 - Current

Hotel General Manager

Hilton Hotels Corporation
04.1993 - 08.2003

GED -

Hiset Certification

Similar Profiles

CREATE PROFILE
Michelle Stringfield