Ikia Riley
Hattiesburg,MS
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Efficient and precise with commitment to finishing jobs quickly and accurately. Proven to work closely with coworkers for effective data management. Skilled in document digitization, office modernization and data organization for enhanced productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ContinuumGlobal
08.2023 - Current
- Plans and directs the day-to-day operations for the store
- Develop strategies to improve customer service, drive store sales, increase profitability, create store policies and marketing programs that will increase sales and grow the existing customer base.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Home Customer Service Representative
Home Healthcare
04.2022 - 11.2022
- We provide information or answer questions about products or services and handle and resolve complaints to provide a positive customer service experience
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Retail Manager
Arch Telecom, T-Mobile Preferred Retailer
04.2021 - 02.2022
- Managed daily operations of the store, including opening and closing procedures.
- Supervised staff to ensure customer satisfaction and proper performance of duties.
- Created weekly schedules for store employees according to labor laws and budget constraints.
Retail Manager
T-Mobile by Brightstar Wireless
05.2020 - 03.2021
- Responsibility to provide an outstanding customer experience in the retail location by assisting new and existing customers with their unique technology needs and problem solving issues.
- Developed marketing campaigns that targeted potential customers within the local area.
- Monitored inventory, cash and payroll processes to keep location running smoothly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Mobile Technician
Target tech
12.2016 - 06.2017
- Growing the Target Mobile's wireless division sales performance and other key metrics through sales, training and marketing promotions
- Developing and managing in-store promotions, and coordinating with appropriate personnel
- Implementing and managing wireless sales events in retail locations
- Satisfied customers with prompt service and patient, easily-understood explanations of technical issues.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
Customer Service Representative
CVS Caremark
10.2015 - 08.2016
- Work as part of the Retail Pharmacy Customer Care Center team to ensure that each customer has a positive service experience with CVS Pharmacy
- Deliver prepared scripting describing CVS Pharmacy services, in order to persuade customers on program enrollment.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Behavioral Assistant
Millcreek Behavioral Health
11.2014 - 11.2015
- Provided direct support to individuals with behavioral challenges and disabilities.
- Assisted in developing individualized behavior plans for clients.
- Implemented strategies to modify or reduce challenging behaviors.
- Maintained a safe environment for clients at all times.
- Provided supervision for daily living skills such as hygiene, meal preparation, money management.
- Wrote goal-oriented programs and evaluated and documented progress and participation in weekly interdisciplinary treatment team conferences.
- Reviewed and reported on IEP progress.
Education
Some College (No Degree) - Psychology
Triton College
River Grove, ILHigh School Diploma -
Proviso West High School
05.2012
Skills
- TYPING 30-40 (9 years)
- Customer Service (10 years)
- Trainer (4 years)
- Inbound and Outbound Calling
- Multi-Task Management
- Client Relations
- Retail Sales Customer Service
- Problem Resolution
- Team Development
- Promotional Support
- Service Upselling
- Schedule Coordination
- Customer Service
- Data Entry
- Conflict Mediation
- Communication
- User Support
- Data Entry
- Document Typing and Formatting
- Problem-solving abilities
- Active Listening
- Critical Thinking
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
July 2013 to July 2017
ServSafe Certifications
Food Handler Certification
Additional Information
- Authorized to work in the US for any employer. Willing to relocate anywhere Willing to relocate: Anywhere, Authorized to work in the US for any employer.
Timeline
Customer Service Representative
ContinuumGlobal
08.2023 - Current
Home Customer Service Representative
Home Healthcare
04.2022 - 11.2022
Retail Manager
Arch Telecom, T-Mobile Preferred Retailer
04.2021 - 02.2022
Retail Manager
T-Mobile by Brightstar Wireless
05.2020 - 03.2021
Mobile Technician
Target tech
12.2016 - 06.2017
Customer Service Representative
CVS Caremark
10.2015 - 08.2016
Behavioral Assistant
Millcreek Behavioral Health
11.2014 - 11.2015
Some College (No Degree) - Psychology
Triton College
High School Diploma -
Proviso West High School
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