India Milford
Summerville,SC
Summary
Seasoned leader with extensive experience in team management and customer service analysis at BCBSSC, recognized for significantly enhancing team performance metrics through effective complaint handling and staff monitoring. Proficient in fostering skill development and implementing innovative processes, demonstrating a commitment to continuous improvement. Achieves measurable results by utilizing effective coaching strategies and maintaining a strong focus on production goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
BCBSSC
Florence, SC
09.2021 - Current
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Resolved escalated customer complaints in a timely manner.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Promoted clean, safe, friendly work environment for employees and guests.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Delegated work to staff, setting priorities and goals.
- Completed leaves of absence, time off requests and department transfers.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Stocker
Sam's Club
Florence, SC
05.2020 - 06.2021
- Received and processed incoming shipments of merchandise.
- Recorded quantity, type and value of materials or items received.
- Stocked shelves with newly arrived products.
- Arranged merchandise in an attractive manner to promote sales.
- Inspected stock for damage or defects and reported issues to management.
- Ensured that all products were labeled properly before stocking the shelves.
- Followed safety procedures when handling hazardous material or dangerous goods.
- Maintained a neat, clean and orderly warehouse environment at all times.
Front Desk Receptionist
Courtyard by Marriott
Florence, SC
05.2019 - 02.2020
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Coordinated travel arrangements for employees and visitors when required.
Team Lead
Zaxbys
Florence, SC
11.2018 - 02.2019
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Delegated tasks appropriately according to individual skill sets.
Assistant Manager
Little Caesars
Charleston, SC
01.2015 - 08.2018
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
Education
Associate of Science - Nursing
ECPI University
North Charleston, SC03-2025
Bachelor of Science - Health Care Administration
Francis Marion University
Florence, SC05-2021
High School Diploma -
James Island Charter High School
Charleston06-2016
Skills
- Complaint handling
- Call center experience
- Team management
- New process integration
- Staff monitoring
- Product knowledge
- Performance evaluations
- Production goal setting
- Customer service analysis
- Skill development
- Data entry
- Continuous improvement
- Federal regulations
- Team coaching
Certification
- BLS CPR certification- 2023
Affiliations
- volunteer at giveaways at my church on James Island.
Timeline
Customer Service Representative Team Lead
BCBSSC
09.2021 - Current
Stocker
Sam's Club
05.2020 - 06.2021
Front Desk Receptionist
Courtyard by Marriott
05.2019 - 02.2020
Team Lead
Zaxbys
11.2018 - 02.2019
Assistant Manager
Little Caesars
01.2015 - 08.2018
- BLS CPR certification- 2023
Associate of Science - Nursing
ECPI University
Bachelor of Science - Health Care Administration
Francis Marion University
High School Diploma -
James Island Charter High School
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