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Akellea Swingrum-Mitchell
Jacksonville,United States
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
CSR 1-Dept. of Ed/NGBPO
Maximus
05.2023 - Current
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Answered over 100 customer communications per day via telephone, email and web chat.
- Assisted students in understanding the financial aid application process, resulting in increased success rates.
- Provided excellent customer service to students and families, addressing concerns about financial aid eligibility and requirements.
- Managed high volumes of incoming inquiries regarding the status of financial aid applications, providing prompt responses that maintained satisfaction levels among applicants.
CSR 1-Dept. of Ed/Default Resolution Group
Maximus
10.2022 - Current
- Researched routine and complex problems in order to develop effective solutions.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
Emergency Roadside Agent
IGT Solutions
10.2021 - 08.2022
- Communicated effectively via phone, email, and chat to address roadside issues and concerns.
- Reduced response time for service calls by optimizing dispatch routes and prioritizing tasks.
- Demonstrated adaptability in responding to various types of emergency situations including flat tires, lockouts, battery failures, and fuel shortages.
- Provided reliable follow-up support after the initial emergency assistance, ensuring that customers were satisfied with the services received.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Lead Key Holder
Dollar General
07.2017 - 03.2021
- Trained new clerks how to successfully assist customers in locating products and answering questions while operating a cash register for purchases, reports, returns, and resolved any customer conflicts when manager was not present.
- Enhanced store sales by implementing effective merchandising strategies and engaging customers with product knowledge.
- Managed inventory levels for optimal stock availability and minimized excess inventory through careful monitoring and timely ordering.
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive shopping experience.
- Maintained a clean, organized store environment by implementing regular cleaning schedules and following merchandising guidelines.
- Contributed to team-building efforts by fostering positive relationships with coworkers and promoting a collaborative work environment.
Emergency Dispatcher III
Tennessee Highway Patrol
05.2018 - 07.2019
- Received emergency and non-emergency calls and dispatched field units out to provide the caller service
- Assisted with interviewing, hiring, and training of new dispatchers
- Maintained communications with other public safety liaisons via phone, email, and radio communications.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Reduced miscommunication among team members by implementing standardized terminology within the dispatch center.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
- Promoted public safety awareness by participating in community outreach events and presentations related to emergency preparedness.
- Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
- Tracked stolen articles into National Crime Information Center and monitored government-regulated alarms.
Education
MINOR - Legal Studies
University of Mississippi
12.2014
Bachelor of Arts - Social Work
University of Mississippi
University, MS12.2014
Skills
- Attention to detail
- Conflict management
- Office Equipment Proficiency
- Leadership
- Teamwork
- Multi-Line Phone Talent
- Time management
- CRM Software
- Call Center Experience
- Written Communication
- Adaptability
Honors Awards
Phi Theta Kappa Honor Society - University of Mississippi, 08/01/12
Quote
Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balancePaid time off401k matchCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursPersonal development programsTeam Building / Company Retreats4-day work weekInterests
Cooking
DIY Home Projects
Timeline
CSR 1-Dept. of Ed/NGBPO
Maximus
05.2023 - Current
CSR 1-Dept. of Ed/Default Resolution Group
Maximus
10.2022 - Current
Emergency Roadside Agent
IGT Solutions
10.2021 - 08.2022
Emergency Dispatcher III
Tennessee Highway Patrol
05.2018 - 07.2019
Lead Key Holder
Dollar General
07.2017 - 03.2021
MINOR - Legal Studies
University of Mississippi
Bachelor of Arts - Social Work
University of Mississippi