Amika Wilson
Westland,MI
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with patients and customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Michigan Medicine
Ann Arbor, MI
06.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, order requests, prescription request, and request for providers.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize patient's needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Edit provider templates, open and closing of provider's schedules as well as rescheduling patients.
- Managed over 300 incoming and 400 outgoing calls daily.
- Participated in team meetings and training sessions to stay informed about updates and changes within Michigan Medicine.
Store Manager Trainee
Dollar General Store
Dearborn Heights, MI
01.2017 - 07.2018
- Recruited, hired, and trained store employees
- Administered payroll and HR inquiries
- Helped with development of store sales associates
- Hired new employees and was in charge of store operations
- Completed daily financial reports
- Responsible for inventory reports and overall P&L profitability
- Mentored and developed other team managers
Store Manager
Check N Go Axcess Financial, Inc
Detroit, MI
01.2011 - 07.2017
- Enforced company policies and procedures; maintain company standards in regards to store presentation
- Helped with development of store sales associates
- Hired new employees and was in charge of store operations
- Completed daily financial reports
- Responsible for inventory reports and overall P&L profitability
- Mentored and developed other team managers
- Maintained audit scores of at least 90%
- Responsible for overseeing all aspects of $5 Million performance location, including merchandising and promotional activities, customer services, inventory management, cash handling and reconciliation and deposits, store safety and security
- Recruited, hired, and trained store employees
- Administered payroll and HR inquiries
Store Manager
Speedway SuperAmerica
01.2005 - 02.2011
- Reviewed and analyzed monthly P&L reports; created and managed budgets; reviewed and approved variety of vendors; conflict resolutions with staff and customers as needed; cross trained personnel on additional skills, saving on labor costs, improving productivity and employment satisfaction.
- Provided service that was friendly, helpful and fast; exceeded guest service standards, ensured proper staffing as needed, opening and closing location, receiving financial reports and make operational business decisions, overall operational procedures and staffing.
- Constant training of self and staff members, keeping communication lines open between guests and staff and upper management, in charge of inventory, maintaining payroll records and scheduling of staff members
- HR duties up to and including form submissions for LOA, FMLA, Workmen's Compensation, et cetera.
- Loss Prevention
- Approved regular payroll submissions for employees
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success
- Rotated merchandise and displays to feature new products and promotions
- Completed point of sale opening and closing procedures
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
- Supervised guests at front counter, answering questions regarding products
- Assisted with hiring, training and mentoring new staff members
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
Assistant Manager
Star Theatre
01.1995 - 06.2005
- Provided service that was friendly, helpful and fast; exceeded guest service standards, ensured proper staffing as needed, opening and closing location, receiving financial reports and make operational business decisions, overall operational procedures and staffing
- Constant training of self and staff members, keeping communication lines open between guests and staff and upper management, in charge of inventory, maintaining payroll records and scheduling of staff members
- HR duties up to and including form submissions for LOA, FMLA, Workmen's Compensation, et cetera
- Loss Prevention expert
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Reviewed sales and gross profit report to assess company efficiency
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Some College (No Degree) - Clinical Child Psychology
Michigan State University
East LansingHigh School Diploma -
Denby High School
Detroit, MI06.1994
Skills
- Customer Relations
- Microsoft PowerPoint
- Account Management
- Microsoft Word
- Retail Sales Customer Service
- Active Listening
- Staff Training
- Understanding Customer Needs
- Team Development
- Epic
- Administrative Support
- Typing Proficiency
- Microsoft Windows
- Time Management
- Critical Thinking
Timeline
Customer Service Representative
Michigan Medicine
06.2018 - Current
Store Manager Trainee
Dollar General Store
01.2017 - 07.2018
Store Manager
Check N Go Axcess Financial, Inc
01.2011 - 07.2017
Store Manager
Speedway SuperAmerica
01.2005 - 02.2011
Assistant Manager
Star Theatre
01.1995 - 06.2005
Some College (No Degree) - Clinical Child Psychology
Michigan State University
High School Diploma -
Denby High School