Imani McGill
MCDONOUGH
Summary
Contact service representative with a strong customer interaction and problem resolution background, boasting extensive experience managing high-volume inquiries and fostering cross-functional collaboration. Adept at implementing process improvements and maintaining data integrity, consistently enhancing customer satisfaction and team performance. Demonstrates exceptional skills in conflict resolution, active listening, and customer satisfaction, with a commitment to delivering empathetic support and achieving positive outcomes.
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative / Health & Benefit
Telus Health International
03.2025 - Current
- Demonstrates detailed knowledge of the clients’ retirement plan provisions, pension, and health benefit enrollment to ensure the maximum level of service is provided on every interaction.
- Critical thinking skills, strong communication skills, the ability to multitask, and the ability to convey ownership.
- Work independently and in a team environment.
- Assist participants in a concierge service model, addressing most inquiries end-to-end.
- Provide high-quality, proactive service, ensuring the prompt and successful completion of all inbound inquiries, keeping participants updated on the status throughout the process in a proactive manner.
- Daily management of open cases and new cases on which includes interaction with the employee, conference calls with retirement providers, insurance companies and/or client services.
- Document and update participant account information in the case management system timely and accurately
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Contact service representative
TEKsystems/ Get insured
07.2024 - 12.2024
- Managed high-volume customer inquiries, resolving complex issues efficiently.
- Implemented process improvements, reducing average call time and enhancing customer satisfaction.
- Fostered strong relationships with cross-functional teams to streamline service delivery.
- Contributed to developing best practices and improving overall team performance.
- Meticulously documented customer interactions, ensuring accurate information for follow-ups.
- Maintained a high level of data integrity, crucial for service quality and reporting.
- Provided empathetic support to customers, effectively de-escalating tense situations.
- Consistently received positive feedback for patience and problem-solving abilities.
Centralized contact specialist
Walgreens
09.2021 - 01.2022
- Promoted available products and services to customers during calls and account management.
- Managed high-volume outbound calls, promoting products and services while maintaining customer accounts.
- Consistently exceeded daily call targets.
- Executed precise adherence to call scripts, ensuring quality customer interactions.
- Efficiently handled 100-200 daily outbound calls.
Associate Banker
JPMorgan Chase Co.
09.2018 - 07.2021
- Developed detailed knowledge of products offered by the bank including deposit accounts, investments, and loans.
- Streamlined cash management processes, enhancing accuracy in daily balancing and ATM operations while ensuring strict compliance with banking regulations.
- Maintained meticulous records for financial transactions, ensuring precision in the documentation for deposits, withdrawals, and money movements.
- Fostered a team-oriented environment, contributing to efficient end-of-shift reconciliations and smooth Federal Reserve Bank shipments.
Education
Associate of Arts - General Studies
Gordon College
Barnesville, Ga05.2016
Liberal arts and sciences - general studies and humanities
Valdosta State University
Valdosta, GA07.2013
Skills
- Time Management
- Conflict Resolution
- Team Collaboration
- Active Listening
- Problem Solving
- Attention to Detail
- Adaptability
- Critical Thinking
- Multitasking
- Customer service
Timeline
Customer Service Representative / Health & Benefit
Telus Health International
03.2025 - Current
Contact service representative
TEKsystems/ Get insured
07.2024 - 12.2024
Centralized contact specialist
Walgreens
09.2021 - 01.2022
Associate Banker
JPMorgan Chase Co.
09.2018 - 07.2021
Liberal arts and sciences - general studies and humanities
Valdosta State University
Associate of Arts - General Studies
Gordon College
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