Alashia Mikell
Valdosta,GA
Summary
- Achieved exceptional customer satisfaction levels at Apple by leveraging quick typing and empathy, exceeding KPIs in chat support. Demonstrated teamwork and collaboration, effectively resolving technical issues and promoting upselling, while ensuring data security. Proficient in CRM systems, contributed to team success through flexibility and comprehensive product knowledge.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
ContinuumGlobal
11.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Chat Support Representative
Apple
05.2019 - 09.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support
Customer Service Representative
Concentrix
06.2017 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High-school Diploma -
Statesboro High School
Statesboro, GA05.2017
Skills
- Quick Typing
- Language Fluency
- Empathy Display
- Performance Tracking
- Up-selling techniques
- Teamwork and Collaboration
- Customer Service
- Product Knowledge
Timeline
Customer Care Representative
ContinuumGlobal
11.2022 - Current
Chat Support Representative
Apple
05.2019 - 09.2022
Customer Service Representative
Concentrix
06.2017 - 02.2019
High-school Diploma -
Statesboro High School