Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Aicha Mallory

Lawrenceville,GA

Summary

Experienced customer service representative professional with strong leadership and relationship-building skills. Highly resourceful and results driven bilingual professional with solid analytical, logistics and regulatory complience experiance.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Insight Global
Brookhaven, GA
11.2022 - 04.2025
  • Resolved customer complaints using effective problem-solving techniques.
  • Provided product information to assist customers in making informed decisions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Verified order accuracy and completeness before fulfillment.
  • Communicated with customers regarding order status and inquiries.

CSR

Ryder
Alpharetta, GA
04.2022 - 11.2022
  • Answered average of 70 calls a day, emails and faxes per day, addressing customer inquiries, solving problems
  • Resolved scheduling conflicts by negotiating priorities among team members effectively.
  • Communicated schedule updates to stakeholders, ensuring alignment and understanding.
  • Assisted 70 customers in average daily by answering questions, responding to inquiries and handling telephone requests
  • Developed and maintained detailed scheduling reports for team visibility and accountability
  • Documented maintenance activities in system logs for compliance records.
  • Maintained records of all preventive maintenance activities performed on trucks

Customer Service Representative/Collections Agent

GreenSky Credit
Atlanta, GA
12.2019 - 11.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers in making payments on accounts.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Managed customer accounts to ensure timely payments and compliance with agreements.
  • Communicated with clients via phone and email to resolve outstanding balances.
  • Documented collection activities in company systems for accurate record-keeping.

Quality Analyst

InComm
Norcross, GA
04.2017 - 08.2019
  • Assisted customers to resolve gift card dispute, provide balance read transaction history
  • Replaced compromise card to avoid further use of unauthorized transactions
  • Maintained professional demeanor in a fast paced environment, ability to accept challenges and work individually as well as a team
  • Developed and maintained Quality Assurance procedure documentation
  • Implemented test scripts and recorded results
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
  • Handled claims consistent with client and corporate policies, procedures, best practices and regulations

Intake Coordinator

Xerox Corporation
Hot Springs, AR
03.2011 - 07.2016
  • Verified data integrity and accuracy
  • Communicated directly with doctors offices via telephone, fax, and email
  • Interact with healthcare providers, access patient's insurance information
  • Copied, logged and scanned supporting documentation

Education

Associate - Communications

Institue International De Management
Nantes, France
2008

Bachelor - Marketing Management And Research

Henderson State University
Arkadelphia, AR
2014

Skills

  • Team leadership
  • Self-motivated
  • Conflict resolution
  • Strong verbal communication
  • Extremely organized
  • Project management
  • French English Translation
  • Trouble shouting/Problem serving
  • Knowledge in Microsoft Office Winddows7 and Excel
  • Proficient in MS Office

Affiliations

  • Member, Alumni Association

Timeline

Customer Service Representative

Insight Global
11.2022 - 04.2025

CSR

Ryder
04.2022 - 11.2022

Customer Service Representative/Collections Agent

GreenSky Credit
12.2019 - 11.2021

Quality Analyst

InComm
04.2017 - 08.2019

Intake Coordinator

Xerox Corporation
03.2011 - 07.2016

Associate - Communications

Institue International De Management

Bachelor - Marketing Management And Research

Henderson State University

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