Imaciea Swanigan
Customer Service Representative
Charlotte,NC
Summary
Talented administrative and customer service professional knowledgeable about financial aid. Excellent problem-solving, relationship-building and communication skills. Offering 13 years of related experience.
Overview
13
13
years of professional experience
Work History
Financial Aid Advisor
Blackboard/K12
01.2023 - 01.2024
- Assessed loan portfolios for compliance with underwriting policies.
- Developed and maintained relationships with customers, lenders and other third parties.
- Ensured compliance with state, federal, and institutional regulations governing the distribution of financial aid by maintaining up-to-date knowledge of all relevant policies and procedures.
- Provided exceptional customer service to students, parents, faculty, and staff seeking assistance with financial aid matters.
- Educated students on various federal, state, and institutional grant programs, helping them make informed choices about financing their education.
- Negotiated satisfactory payment arrangements for past-due accounts while adhering to applicable laws and regulations.
Hotel Housekeeper
Marriott
01.2021 - 01.2023
- Used gloves and proper protective equipment to establish health and safety measures for guests and housekeeping staff.
- Supported the maintenance team by identifying necessary repairs in guest rooms and common areas, ensuring prompt resolution of issues.
- Promoted teamwork among fellow housekeepers through clear communication, shared responsibility, and mutual support during busy shifts or challenging situations.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Handled requests for extra linens, toiletries and other supplies.
- Upheld hotel brand standards by consistently meeting cleanliness expectations set forth by management during regular evaluations.
Customer Service Representative
Conduent
10.2019 - 01.2021
- Delivered prompt service to prioritize customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained up-to-date knowledge of product and service changes.
Lead Cook
Eight and sand
04.2019 - 06.2020
- Enhanced kitchen efficiency by streamlining cooking processes and implementing time-saving techniques.
- Reduced food waste by closely monitoring inventory levels and developing creative recipes to utilize surplus ingredients.
- Maintained a high standard of food quality by consistently reviewing dishes for taste, presentation, and adherence to established guidelines.
- Developed innovative seasonal menus that catered to diverse dietary needs and preferences, resulting in increased customer satisfaction.
- Collaborated with fellow cooks to create unique culinary offerings that incorporated regional flavors and local ingredients.
- Streamlined prep work by organizing kitchen stations effectively and training junior staff on best practices for efficient workflow.
- Implemented effective cross-training initiatives, which allowed team members to seamlessly cover various roles during peak service times.
Live Chat Agent
TurboTax
12.2018 - 04.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
- Streamlined communication for efficient problem-solving by actively listening to customer concerns and providing accurate information.
- Contributed to the development of a comprehensive knowledge base, enhancing the efficiency of issue resolution for future queries.
- Participated in ongoing training programs to remain knowledgeable about industry trends and company offerings.
- Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.
Customer Service Representative
Teleperformance USA
01.2017 - 01.2019
- Delivered prompt service to prioritize customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Lead Prep Cook
Newk's Eatery
01.2015 - 06.2017
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Operated dishwasher and manually washed dishes to clean all chinaware, silverware, and cooking utensils.
- Prepared and cooked meals according to recipes and customer specifications.
- Verified proper portion sizes to consistently attain high food quality standards.
- Increased overall productivity by multitasking between various prep stations while maintaining attention to detail and consistent quality standards.
- Followed orders from head chef to establish productive and timely preparation of meals.
- Followed health, safety and sanitation guidelines while preparing and serving food.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Collaborated with other cooks to maintain seamless communication during high-volume shifts, leading to improved workflow and fewer errors.
- Participated in catering events, showcasing the restaurant''s culinary expertise and increasing brand visibility within the community.
Lead Line Cook
Chipotle Mexican Grill
12.2011 - 12.2015
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Expanded catering services to accommodate various events, increasing overall sales revenue for the business.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Reviewed and approved employee schedules and timesheets.
Admissions
Carowinds
03.2011 - 11.2011
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
Education
Marketing -
Central Piedmont Community College
Charlotte, NC06.2026
Diploma -
Ottawa Hills High School
Grand Rapids, MI06.2010
Skills
- Economics Understanding
- Financial transactions expertise
- Bank Product Marketing
- Deep knowledge of bankruptcy processes
- Application Processes
- Customer service-focused
- Cash Handling
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
LLC Holder Digital Marketing
A hobby Now Turned into a fun way to make money on the side!
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Nothing is a waste of time if you use the experience wisely.
Auguste Rodin
Timeline
Financial Aid Advisor
Blackboard/K12
01.2023 - 01.2024
Hotel Housekeeper
Marriott
01.2021 - 01.2023
Customer Service Representative
Conduent
10.2019 - 01.2021
Lead Cook
Eight and sand
04.2019 - 06.2020
Live Chat Agent
TurboTax
12.2018 - 04.2019
Customer Service Representative
Teleperformance USA
01.2017 - 01.2019
Lead Prep Cook
Newk's Eatery
01.2015 - 06.2017
Lead Line Cook
Chipotle Mexican Grill
12.2011 - 12.2015
Admissions
Carowinds
03.2011 - 11.2011
Marketing -
Central Piedmont Community College
Diploma -
Ottawa Hills High School
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