Faakhirah McFadden
Philadelphia,PA
Summary
Dynamic professional with a proven track record at Verizon, excelling in customer relations and critical thinking. Skilled in incident management and communication, adept at enhancing customer loyalty and team development. Achieved significant improvements in customer satisfaction, leveraging expertise in Microsoft Excel and active listening to drive results and ensure safety and service excellence.
Overview
3
3
years of professional experience
Work History
Security Officer
Allied Universal Security Services
01.2021 - 09.2023
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Checked and verified photo identification prior to granting facility access.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
Customer Service Representative
Verizon
08.2021 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Agora Cyber Charter School
Philadelphia, PA06.2020
Skills
- Incident Reporting
- Communication and Motivation
- Incident Management
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
- Customer satisfaction measurement
- Call Management
- Team Development
- Documentation
- Communication and Leadership
Timeline
Customer Service Representative
Verizon
08.2021 - 06.2023
Security Officer
Allied Universal Security Services
01.2021 - 09.2023
High School Diploma -
Agora Cyber Charter School
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