1. PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
MICHELE KUPFER
3727 Oak lawn Drive Apt F, ANDERSON, IN 46013
Cell: 765-610-4215 - asbecu3@gmail.com
Dedicated Customer Service Representative who provides exceptional customer service through
active listening and problem solving.
Skilled in call center operations
Adheres to customer service procedures
Customer service award
Strong problem solving aptitude
Inbound Calls
Active Listening Skills
Team Player
Customer Loyalty
Persuasive speaker
06/2015 to Current Team Lead/Customer Service
Xerox –Anderson, IN
Addressed and resolved customer product complaints empathetically and professionally.
Inbound Calls
Customer Inquiries
Proficiency In Conflict Resolution
04/2014 to 01/2015 Customer Service
CENTURYLINK –JOHNSON CITY, TN
Answer incoming calls, solve billing issues, while updating contracts and products on
accounts.
02/2012 to 03/2014 Exsisting Accounts Rep
ADT SECURITY –CASTLETON, IN
Designed affordable systems, meeting customers budgets.
Both company driven leads and self generated leads.
Maintained relationship with customer throughout process.
06/2009 to 08/2010New/Exsisting Account Specialist---driver
ADVANCE AUTO PARTS –CASTLETON, IN
Retail Customer Service in combination with onsite communication with store managers on
the commercial account.
Strong communication and customer relationships maintaining current accounts while
gaining new accounts.
08/2010 to 12/2011 Account Specialist/ Billing
LKQ KEYSTONE –PLAINFIELD, IN
Maintained aprox 300 accounts.
Calls were mostly inbound with some outbound calling.
Updating products daily while maintaining a strong customer relationship.
06/2005 to 05/2009Account Collections Specialist
Sallie Mae – Fishers, In
Inbound calls for student loan consolidation, with in 6 months moved to the collections
division where you were given accounts that rotated out every month.
Updated billing, collected money or found a program best suited for student.

2. EDUCATION
ACCOMPLISHMENTS
1989 GED:
Warren Central - INDIANAPOLIS, IN
· Studied business, art and music in the Career Center and Walker Career Center at Warren
Central.
Training in Call Center Management
Continuing education in business...this fall.
Assisted in training several of our teams new call center representatives, onnce they have hit
our production floor.
Consistently commended by superiors for resolving volatile customer situations quickly and
courteously.
Recipient of "Agent of the month Award" in 2 times this year.
My surveys have remained to...i have failed one in one year of employment.