IMANI MUHAMMAD
Ringgold,GA
Summary
Results-driven customer service professional skilled in service delivery and relationship management. Focused on enhancing customer satisfaction through quality support and effective communication. Experienced in implementing best practices to optimize service outcomes and drive profitability.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Health Department
09.2021 - 09.2024
- Managed customer service requests through phone, email, and live chat, ensuring effective support across multiple departments.
- Facilitated resolution of complex customer issues by collaborating with staff and implementing tailored solutions.
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Recorded customer interactions in CRM, enabling tracking of requests, problems, and solutions for future reference.
Call Center Representative
US Census Bureau
03.2015 - 11.2020
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Boosted customer satisfaction by promptly addressing and resolving inquiries, leading to positive feedback.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Monitored incoming requests to ensure timely response.
25U Signal Support Systems Specialist
US Army
08.2009 - 09.2020
- Adapted to new technology advancements, ensuring alignment with industry standards and best practices.
- Assisted in developing signal operating procedures, enhancing process efficiency and effectiveness.
- Adapted quickly to new technology advancements, staying current with industry standards and best practices.
- Maintained accountability for assigned vehicles and equipment, protecting assets essential for mission success.
- Updated maintenance logs and equipment records for US Army signals assets.
- Collaborated with vendors for procurement of parts needed for repairs or upgrades.
Education
Associates - Social Sciences
Atlanta Metropolitan State College
Skills
- Excellent Client support
- Inbound & Outbound Calls
- Call center operations
- Live chat
- Issue resolution
- Technical support
- Technical Troubleshooting
- Data Entry & Maintenance
- CRM Software
- Office software expertise
- Multi-tasking
- Task prioritization
- Cross-Platform Support
- Quick learner
- Dependability
- Oral & Written Communication
- Verbal communication
- Empathy
- Active listening
- Team Player
- Positive Attitude
- Collaborative
- Typing Efficiency
Timeline
Customer Service Representative
Health Department
09.2021 - 09.2024
Call Center Representative
US Census Bureau
03.2015 - 11.2020
25U Signal Support Systems Specialist
US Army
08.2009 - 09.2020
Associates - Social Sciences
Atlanta Metropolitan State College