Macayla Case
Plainfield,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Sedgwick
11.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Manage around 50 calls a day, with 100% quality scores and high ranking customer surveys.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Payroll Clerk
Aldi
10.2021 - 08.2023
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Verified timekeeping records and handled any discrepancies with employees.
- Created payroll reports, tax forms and other financial reports to provide employer with necessary information to make informed business decisions.
- Provided exceptional customer service by promptly addressing employee inquiries regarding payroll matters, fostering a positive working environment.
- Assisted in preparation of year-end tax forms, including W-2s and 1099s, for timely distribution to employees.
Floor Associate
Bath and Bodyworks
03.2023 - 05.2023
- Assisted coworkers when needed to ensure all tasks were completed efficiently, fostering teamwork within the store environment.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Increased customer satisfaction by providing excellent product knowledge and timely assistance on the sales floor.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Enhanced operational efficiency by organizing shelves, racks, and other display areas for easy access and navigation by customers.
Customer Service Representative
First Federal Savings Bank
04.2021 - 10.2021
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Implemented feedback from management to continuously improve performance and exceed expectations in customer service delivery.
- Fostered strong relationships with clients, providing personalized banking solutions tailored to their needs.
Head Guard
Midwest Pool Management
02.2017 - 04.2021
- Ensured safety of all patrons by vigilantly monitoring pool activities and enforcing rules consistently.
- Mentored new lifeguards, sharing best practices for maintaining safety standards and building strong teamwork skills.
- Reduced incident rates through proactive risk assessments and timely implementation of preventive measures.
- Managed lifeguard schedules efficiently, ensuring adequate coverage during peak hours and minimizing staff burnout.
- Boosted lifeguard team morale by fostering a supportive work environment and providing regular feedback on performance.
- Maintained clean and safe facilities through diligent inspection routines and prompt reporting of maintenance issues.
- Supervised daily pool maintenance tasks including chemical testing, filter cleaning, and equipment checks for optimal performance.
Education
No Degree -
State Fair Community College
Sedalia, MO12.2021
High School Diploma -
Warrensburg High School
Warrensburg, MO05.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Conflict Resolution
- Microsoft Excel
- Payment Processing
- Staff Training
- Escalation management
- Computer Proficiency
Timeline
Customer Service Representative
Sedgwick
11.2023 - Current
Floor Associate
Bath and Bodyworks
03.2023 - 05.2023
Payroll Clerk
Aldi
10.2021 - 08.2023
Customer Service Representative
First Federal Savings Bank
04.2021 - 10.2021
Head Guard
Midwest Pool Management
02.2017 - 04.2021
No Degree -
State Fair Community College
High School Diploma -
Warrensburg High School