Open to opportunities

Susje Michel

@susjemichel

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Dynamic professional with 10+ years in healthcare and customer support.

Saint Lucia

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What I'm looking for

I am seeking a role that values customer engagement and offers opportunities for growth in healthcare and sales.

I am a dynamic and versatile professional with over 10 years of experience across healthcare, education, and client-facing roles. My clinical background in physiotherapy, combined with proven expertise in customer engagement and sales support, allows me to effectively drive customer satisfaction in fast-paced environments. I excel at building rapport, educating diverse audiences, and resolving problems efficiently.

In my most recent role as a Sales and Customer Support Agent at The HUB, I resolved over 50 customer inquiries weekly while maintaining a satisfaction rating exceeding 95%. My efforts in educating customers on product features led to a significant increase in cross-selling revenue. I am passionate about leveraging my multidisciplinary skills in healthcare administration, sales, and customer success to contribute positively to an organization.

Experience

Work history, roles, and key accomplishments

Current

Sales & Customer Support Agent

Current

The HUB

Jan 2020 - Present (5 years 5 months)

Resolved over 50 weekly customer inquiries via multiple channels, consistently achieving a 95%+ satisfaction rating. Educated customers on product features, which led to a 15% increase in cross-selling revenue and reduced resolution time by 20% through collaboration with sales teams.

Customer Service CRM Systems Salesforce Zendesk Sales Support Conflict Resolution Product Knowledge Cross Selling Technical Support Data Entry

Physical Education Teacher

Marigot Secondary School

Aug 2007 - Present (17 years 10 months)

Developed and delivered inclusive K-12 fitness curricula for over 500 students annually, emphasizing safety and wellness. Led injury prevention workshops and coordinated intramural sports programs, significantly increasing student participation.

Curriculum Development Injury Prevention Coordination Rehabilitation Principles Team Collaboration

Customer Service Representative

KM2 Solutions

Jan 2005 - Present (20 years 5 months)

Managed a high volume of inbound calls, addressing diverse inquiries including billing and technical issues. Trained new hires on service protocols and systems, while reducing average call handling time by 12% through efficient troubleshooting.

Customer Service Technical Troubleshooting Problem Solving Customer Empathy Data Entry

Education

Degrees, certifications, and relevant coursework

Simon Bolivar Health Polytechnic Institute

Bachelor of Science, Physiotherapy

Activities and societies: Relevant Coursework: Anatomy, Biomechanics, Rehabilitation Techniques, Patient Education.

Studied the fundamentals of physiotherapy, including anatomy, biomechanics, rehabilitation techniques, and patient education. Gained expertise in injury prevention and adapted exercises for individuals with physical limitations.