LaKevia Mcmiller
Tuscaloosa
Summary
Professional with 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
Call Center Representative
T-Mobile Call Center
Alabama
10.2022 - 09.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Time Management
- Customer Retention Strategies
- Upselling and Cross Selling
- Call Center Experience
Customer Sales and Service Expert
Progressive
09.2020 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Customer Retention Specialist
Alabama
11.2018 - 08.2020
- Responded to customer needs through competent customer service and prompt problem-solving
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Education
High school Diploma -
Paul W Bryant High School
Cottondale, ALSkills
- Microsoft Office
- Billing Systems and Software
- CRM Software Knowledge
- Typing Proficiency 55 WPM
- Data Entry and Analysis Experience
- Customer Service
- Inbound and Outbound Calling
- Verbal and Written Communication
- Time Management
- Customer Retention Strategies
- Upselling and Cross Selling
- Call Center Experience
- Customer Sales and Service Expert
Timeline
Call Center Representative
T-Mobile Call Center
10.2022 - 09.2025
Customer Sales and Service Expert
09.2020 - 12.2022
Customer Retention Specialist
11.2018 - 08.2020
High school Diploma -
Paul W Bryant High School