Michelle McGrath
Co. Clare
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
29
29
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Team Leader Supervisor
Statistics Canada
Airdie, Alberta, Canada
02.2020 - 02.2022
- Recruited, trained, and supervised a team of 17 Enumerators and a Crew lead assistant during 2021 Census Canada
- Completed daily schedule of workload for enumerators, delivery of supplies, forms, and daily work assignments
- Complete and submit pay claim for all employees daily
- Promoted safe working environment by implementing regulatory standards, policies, and guidelines
- Solved issues, analyzed information, and supplied solutions to problems daily
- Planned and delegated work to meet project or production goals
- Met budget targets through responsible planning and resource allocation
- Expedited problem-solving to deliver swift solutions during crisis situations.
- Cultivated an atmosphere of mutual respect and cooperation amongst team members, contributing towards better teamwork.
Information Technology Officer
Elections Canada
Airdrie, Alberta, Canada
10.2021 - 10.2021
- Set up Electronic Voting Systems at Polling Stations for 2021 Elections Canada
- Managed voting equipment, ensuring its proper functioning on election day
- Administered ballot papers to voters
- Dealt promptly with customer queries
- Monitored vote counting procedures in real time
Sales Agent
Strivectin Skincare
Airdrie, Alberta, Canada
02.2015 - 12.2020
- Demonstrated Skincare products to customers to increase Sales and customer loyalty
- Supplied product samples, or other incentives to promote sales and customer loyalty
- Recorded product samples inventory for each store and replenished supply regularly
- Recorded report demonstrations including, questions asked by customers, quantity of incentives distributed on each site, and recorded sales figures daily which I consistently exceeded
- Managed product demonstrations for increased customer engagement
- Worked with the cosmetologists to ensure Skin Care line was promoted by on site cosmetologists increasing brand sales across all stores
Service Desk Manager
Hewlett Packard
Galway, Galway
01.2004 - 10.2009
- Managed 25 multi-lingual Customer Care specialists, software procurement specialists, and software product experts
- Recruited, trained, and maintained talent to support achievement of business goals
- Ensured optimal operational efficiency by continually reviewing workflows, procedures, and best business practices
- Drove continuous improvement to support engagement, efficiency, and collaboration
- Organized and managed Software Vendor/Supplier review meetings and maintained excellent working relationships with all Vendors while ensuring best business practices were monitored and delivered daily including all customs issues, financial issues and pricing issues were resolved as fast as possible
- Monitored staff performance, continually seeking ways to improve operations for optimized financial success and customer satisfaction
- Managed Service Level Agreements and Key Performance Indicators (KPIs) and surpassed goals regularly
Team Leader/Supervisor
Hewlett Packard
Galway, Galway
01.2000 - 12.2003
- Lead a team of 23 data entry specialists, data analysts and Enterprise account managers.
- Boosted team morale by initiating regular feedback sessions.
- Coordinated meetings to facilitate communication amongst team members.
- Completed audits and risk assessments to achieve regulatory compliance
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills
- Planned employee workloads and delegated tasks strategically to meet business demand
- Managed recruitment, including talent pool management, interviewing, and onboarding
- Resolved complex customer enquiries and escalations.
- Upheld high standards of service delivery by providing constructive feedback to team members regularly.
Customer Service Agent
Hewlett Packard
Galway, County Galway
01.1996 - 12.1999
- Supplied prompt responses to customer inquiries via phone, email, and online services, about software pricing, order fulfillment, technical issues
- Processed Software orders efficiently
- Resolved Customer Issues by collaborating across other departments such as Product Specialists, Technical Support, Buying and Accounting Departments to ensure prompt and satisfactory resolution for customers
- Tested CRM Software for worldwide operations
- Created Standard Operating Procedures for European Software Centre ensuring that ISO standards were met and quality audits were successful
- Increased repeat business through exceptional customer service skills.
Customer Service Specialist
Hotrec
Galway, Galway
01.1993 - 12.1996
- Efficiently organized domestic and international travel, including air travel, hotel, and ground transportation for customers
- Resolved common and complex issues by establishing customer requirements and offering favourable solutions
- Inspected and processed orders in ERP and made necessary adjustments where needed
- Delivered excellent customer service to enhance client retention rate.
Education
Diploma - Business Administration
H.S.I. Dooradoyle
Dooradoyle, Limerick 09.1992 - 06.1993
Skills
- Office Administration
- Strong Telephone Etiquette
- Strong Communication Skills
- Attention to Detail
- Managing Multiple Tasks
- Office 365 proficient
- Project planning
- Target-driven
Certification
- Customer Relationship Management
- Proficiency Microsoft Office Suite
- Project Management
- Presentation skills
- Supply Chain Management
- Conflict Management
- People Skills for Front Line Managers
- Collaboration Management
- Foundation in IT Management
Accomplishments
- Excellent Customer Support for high profile Customers including WHO, UNHCR.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- High profile Business Projects completed successfully and on time.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
References
References available upon request.
Timeline
Information Technology Officer
Elections Canada
10.2021 - 10.2021
Team Leader Supervisor
Statistics Canada
02.2020 - 02.2022
Sales Agent
Strivectin Skincare
02.2015 - 12.2020
Service Desk Manager
Hewlett Packard
01.2004 - 10.2009
Team Leader/Supervisor
Hewlett Packard
01.2000 - 12.2003
Customer Service Agent
Hewlett Packard
01.1996 - 12.1999
Customer Service Specialist
Hotrec
01.1993 - 12.1996
Diploma - Business Administration
H.S.I. Dooradoyle
09.1992 - 06.1993
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