Akili Arnold
McKinney,TX
Summary
Dynamic customer service professional with a proven track record at Aetna and Walmart, excelling in team management and training. Skilled in enhancing customer satisfaction and building loyalty through effective communication. Recognized for developing impactful training materials, leading to improved team performance and customer account management.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Liberty Mutual
Houston TX
10.2024 - 11.2025
- Streamlined response processes for customer inquiries via various communication platforms, maintaining high standards of accuracy and timeliness.
- Analyzed and refined customer service workflows in partnership with cross-functional teams to elevate service efficiency.
- Utilized CRM systems to accurately record customer interactions and monitor service issues for improved resolution.
- Analyzed customer feedback to inform service quality assessments and implemented strategic improvements.
- Conducted follow-up calls to ensure customer satisfaction and address any outstanding issues.
- Resolved customer inquiries regarding billing and account issues, delivering clear explanations and solutions.
Customer Service Team Lead
Walmart
Dallas, TX
05.2023 - 09.2025
- Assisted in developing department goals, objectives, and budgets. Supported training of new employees in customer service processes and best practices. Created onboarding training materials for new customer service team members. Processed payments and merchandise returns.
Customer Service Representative
Aetna
Houston, TX
10.2023 - 08.2024
- Handled customer complaints and inquiries in a courteous and efficient manner. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers. Developed strong customer relationships and loyalty through effective communication. Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships. Responded to telephone inquiries and complaints following standard operating procedures. Assisted with training and mentoring new team members.
Education
High School Diploma -
Evolution Academy
Houston, TXSkills
Microsoft Excel
Microsoft Office
Medical Terminology
Phone Etiquette
Languages
English
Timeline
Customer Service Representative
Liberty Mutual
10.2024 - 11.2025
Customer Service Representative
Aetna
10.2023 - 08.2024
Customer Service Team Lead
Walmart
05.2023 - 09.2025
High School Diploma -
Evolution Academy