Ilamina Miller
Austin,TX
Summary
Seasoned professional with 5 years of diverse experience, including direct customer support with a 96% satisfaction rate. Skilled in data analysis, process improvement, and incident response, contributing to a 34% increase in customer retention. Seeking a Customer Service Representative role to leverage expertise in client communication, problem-solving, and quality assurance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Program Specialist
Cloudfift Inc
06.2022 - Current
- Assist with the development and monitoring of project budgets, ensuring efficient tracking of expenses and resource allocation for cost-effective execution
- Collaborate on continuous process improvements, fostering relationship-building and trust to enhance team dynamics and communication
- Facilitate discussions, decision-making, and conflict resolution among cross-functional teams to maintain project cohesion and momentum
- Provide solutions for complex issues and maintain clear communication channels between business stakeholders and development teams
Quality Assurance Specialist
Makoni Inc
01.2019 - 05.2022
- Ensured deliverable quality by maintaining a 97% defect detection rate during testing procedures
- Developed Incident Response Playbooks and contributed to security incident exercises, while also analyzing security alerts to identify and address potential threats
- Supported data analysis in Google Analytics, aiding in strategic decisions that led to a 34% uplift in customer retention, and facilitated cross-departmental communication to accelerate inquiry resolution by 26%
Administrative Executive
Dispute Management Group LLC
Austin, USA
03.2018 - 12.2018
- Enhanced email marketing campaigns, achieving a 37% improvement in open rates and contributing to a 15% growth in project acquisition
- Partnered with company leadership to overhaul the data system, enhancing operational efficiency by 27%
- Consolidated policy and procedure training materials, optimizing 18 distinct resources for improved accessibility and user engagement
Infotainment Customer Support
General Motors
Austin, USA
04.2017 - 11.2017
- Resolved an array of customer inquiries through email, chat, and text, maintaining a high customer satisfaction rate of 96%
- Provided expert guidance on the operation of infotainment systems, achieving a significant resolution efficiency with an average issue resolution time of 4 minutes and a customer satisfaction score of 4.9/5
Education
Bachelor of Arts - Accounting and Finance
UCSI University
Malaysia01.2012
Skills
- Microsoft Office
- Customer service
- Phone support
- Benefit and eligibility
- Billing and payments
- Authorizations for treatment
- Explanation of benefits (EOBs)
- Active listening
- Documentation
- Claims processing
- Research
- Computer systems
- Communication skills
- Collaboration
- Performance goals
- Efficiency
- Accuracy
- Quality
- Member satisfaction
- Project Delivery
- Data Entry
- Multi-Tasking
- Problem-Solving
- Customer Support
- Organized
- Empathetic
- Google Docs
- Document Filling
- Account Receivable
- Data Accuracy
- Customer Relations
- Payment Posting
- High Volume Call Center
- Strong Client Relationships
- Data Inputting
- Eligibility Determination
- Performance Assessments
- Inbound and Outbound Calling
- Scheduling
- Microsoft Excel
- Data Collection
- Filing
- Conflict Resolution
- Spreadsheets
- CRM Software
- Technical Support
Certification
Scrum Certification, Certificate of completion, Infotainment Customer Support
Timeline
Program Specialist
Cloudfift Inc
06.2022 - Current
Quality Assurance Specialist
Makoni Inc
01.2019 - 05.2022
Administrative Executive
Dispute Management Group LLC
03.2018 - 12.2018
Infotainment Customer Support
General Motors
04.2017 - 11.2017
Bachelor of Arts - Accounting and Finance
UCSI University
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