Imani Mckinney
Columbus
Summary
Dynamic Customer Service Representative with a proven track record at Luxottica, excelling in critical thinking and active listening. Recognized for effectively resolving escalated issues, enhancing customer loyalty, and improving call resolution times. Adept in Microsoft Office Suite, I consistently foster positive relationships and elevate team performance through mentoring and support.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Luxottica
12.2024 - Current
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Customer Service Representative
Spectrum
02.2021 - 12.2024
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Customer Service Representative
Victoria Secret
07.2017 - 02.2021
- 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.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Education
High School Diploma -
Grove City High School
Grove City, OH06-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Appointment scheduling
- Order processing
- Microsoft PowerPoint
- Microsoft Office Suite
- NPS
- KPI
Timeline
Customer Service Representative
Luxottica
12.2024 - Current
Customer Service Representative
Spectrum
02.2021 - 12.2024
Customer Service Representative
Victoria Secret
07.2017 - 02.2021
High School Diploma -
Grove City High School
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