Charmagne Miller
Tonawanda ,NY
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
16
16
years of professional experience
Work History
Customer Service / Bridge Partner
Spectrum Mobile
Amherst, NY
03.2023 - Current
- Transitioned from providing cable/internet support to working in the Mobile department as a Mobile representative, I handled inbound calls and assisted customers with activating, porting, and repairing their mobile phones
- Adapted teaching methods according to the needs of individual learners or groups.
- Recommended changes or improvements in existing training processes as needed.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Managed learning experience consistent with company philosophy and company-wide strategies.
- Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
- Created and offered additional materials to enhance training.
Customer Service
Spectrum Cable
Cheektowaga, NY
04.2022 - 04.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Lead
Capital Heat
Depew, NY
03.2020 - 07.2020
- At Capital Heat, I worked as a customer service representative, handling both inbound and outbound calls, as well as chats
- Provided dispatch backup support and managed accounts receivable
- Responsible for maintaining membership enrollments and scheduling on-call staff
- Actively responded to customer inquiries through the general email box.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Directed customer service staff activities, including training, coaching and performance management.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Consulted with customers regarding needs and addressed concerns.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Ensured compliance with company policies and regulations related to customer service operations.
- Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Handled customer inquiries and complaints in a professional manner.
- Implemented company processes to effectively resolve customer service issues.
- Maintained accurate records of customer interactions and transactions.
CUSTOMER SERVICE REPRESENTATIVE
ROY’S PLUMBING & HEATING
Tonawanda , NY
01.2018 - 02.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Mentored new employees on procedures and policies to maximize team performance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
CUSTOMER SERVICE REPRESENTATIVE
KEYBANK
Amherst, NY
03.2014 - 01.2016
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Processed customer account changes with proprietary software.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
CUSTOMER SERVICE REPRESENTATIVE
GEICO
Getzville, NY
01.2008 - 05.2013
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Licensed insurance producer for casualty and property, Additionally, I participated in a mentorship program for new associates and contributed to various special projects as needed
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Mentored new employees on procedures and policies to maximize team performance.
- Mentored junior team members and managed employee relationships.
Skills
- Customer Relationship Building
- Knowledgeable in Windows
- Company Processes and Procedures
- Establishing Effective Relationships
- Creative and Critical Thinking
- Microsoft Office and Docusign
- Attention to Detail
- Multitasking
- Team Building
- Problem-Solving Aptitude
- Time Management
Timeline
Customer Service / Bridge Partner
Spectrum Mobile
03.2023 - Current
Customer Service
Spectrum Cable
04.2022 - 04.2023
Customer Service Lead
Capital Heat
03.2020 - 07.2020
CUSTOMER SERVICE REPRESENTATIVE
ROY’S PLUMBING & HEATING
01.2018 - 02.2020
CUSTOMER SERVICE REPRESENTATIVE
KEYBANK
03.2014 - 01.2016
CUSTOMER SERVICE REPRESENTATIVE
GEICO
01.2008 - 05.2013
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