Michelle Shafer
Sales Manager · Big Bear Mountain Resort
Big Bear Lake, CA
In My Own Words
With a Bachelor's degree in Business Administration, I have spent my years since graduating developing my skills in customer service, sales and administrative support.
Work Experience
Sales Coordinator
Big Bear Mountain Resort2017 – 2020
Assists sales manager by processing incoming groups and bulk sales orders.
Reservations Supervisor
Big Bear Mountain Resorts2016 – 2017
Conducts ongoing reservation reviews and call observations. Ensures all service standards are met and improved upon by reservation specialists. Responsible for quality assurance standards to ensure guests receive the best service. Meets one on one with reservation specialists for coaching on reservation accuracy and service standards during calls. Assists management by reporting monthly agent tracking of service levels and monthly incentives.
(Lead) Reservation Specialist
Big Bear Mountain Resorts2015 – 2016
First point for contact for guests calling Big Bear Mountain Resorts. Provides guests with pricing information on lessons, rentals, lift tickets and season passes. Answers all inquiries in regards to services and hours at Big Bear Mountain Resorts. Books advance reservations for guests to guarantee availability upon arrival. Issues refunds or Activity Credits for canceled reservations. Calls back guests who have left voice mails after hours. Assists managers and supervisors with other duties or projects as needed. Inputs online lodging reservations booked through third party vendors. Transfers GetSkiTickets and Liftopia reservations to Sirius. Takes back up calls for Mammoth call center during high call volumes.
Account Specialist
Incipio Technologies, Inc.2014 – 2015
Supports account representatives and managers processing orders for customers. Makes sure all orders ship on time and to correct addresses. Communicates shipment information to customers. Works with purchasing team to bring over back-ordered inventory. Researches any critical order issues and escalates to management.
Customer Service Specialist
UrbanDecay2013 – 2014
Opened and sorted through incoming mail and package. Processed returns and refunded customers to their account. Created and managed UD Pro accounts. Answered customer service phones line and emails regarding products, policies, and general information.
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