Kyra Mylum
Albuquerque,NM
Summary
Results-driven Customer Service Executive offering proven history of achievement during ten-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
Comcast
Northville, MI
07.2002 - 06.2011
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Played a pivotal role in successful product launches by effectively communicating features and benefits to potential clients.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Informed customers of upcoming promotions and deals to boost sales.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Samuel C. Mumford High School
Detroit, MI06.2000
Skills
- Payment management
- Customer Relationship Management
- Issue Escalation
- Account Management
- Customer Retention
- Complaint Handling
- Call center experience
- Product Sales
- Promotional support
- De-Escalation Techniques
- Customer Service
- Data Management
- Policies and Procedures Adherence
- Brand representation
- Product Knowledge
- Account Updates
- Service standard compliance
- Product Recommendations
- Customer Retention Strategies
- Analytical Thinking
- Process Improvement
- Complaint resolution
- Professionalism
- Data Entry
- Sales closing
- Strategic sales knowledge
- Service Upselling
- Sales Quota Achievement
- Time Management
- Sales Transactions
- Professional telephone demeanor
- POS Systems and Ordering Platforms
- Company policy adherence
Timeline
Customer Service Executive
Comcast
07.2002 - 06.2011
High School Diploma -
Samuel C. Mumford High School