Imani Atkinson
Baltimore,MD
Summary
Dedicated Customer Service professional with knowledge of effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 5 years of experience in technology and customer support.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Isc2
05.2023 - Current
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Engagement Representative
Aspiration
05.2022 - 04.2023
- Serve as primary contact at startup Fintech company to manage 40+ calls and emails daily to resolve clients' cash management account issues
- Collaborate with internal departments to analyze operational risks by adopting fraud risk management principles, minimizing direct financial loss, and retaining 95% of business partners
- Maintain a high-volume workload within a fast-paced environment
- Assisted 2,570 clients in Q3 and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Attained the highest client service ratings on my team in Q3, earnimg a 4.94 start rating out of 5 in all categories including communication skills, customer focus, problem resolution and professionalism.
Software Support Agent
Whoop
03.2021 - 08.2022
- Maintained strong knowledge base of product options and sales promotions to better serve every customer
- Offered exceptional customer service to differentiate and promote company brand
- Cross-trained in different internal databases and service positions to help team members meet coverage demands
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks
- Helped members resolve account problems and navigate internal systems to handle routine needs
- Uncover underlying challenges, triaged WHOOP Strap bugs and provided targeted resolutions to users and feedback to User Experience teamsprovide executive communication where necessary to provide proper update
- Provide virtual technical support for users surrounding WHOOP Strap hardware, software and analytical functions.
Membership Services Representative
AvidXchange
09.2020 - 03.2021
- Worked with external representatives to address customer needs
- Answered customer questions and addressed concerns resulting in reduction in customer complaints
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Informed customers about product lines and services offered by company
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services.
Education
Mass Communications -
North Carolina Central University
Durham, North Carolina05.2019
Skills
- Microsoft Office
- Technical Troubleshooting
- Jira
- Salesforce
- Slack
- Zendesk
- Customer Retention
- Stripe
- Problem-solving abilities
- Critical Thinking
Timeline
Customer Service Representative
Isc2
05.2023 - Current
Customer Engagement Representative
Aspiration
05.2022 - 04.2023
Software Support Agent
Whoop
03.2021 - 08.2022
Membership Services Representative
AvidXchange
09.2020 - 03.2021
Mass Communications -
North Carolina Central University
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