Mackenzie Miner
Salem,MA
Summary
Dynamic Customer Engagement Specialist with a proven track record at Blue Acorn, excelling in multi-channel communication and cross-department collaboration. Expertise in Microsoft Excel for data tracking and reporting supports a strong analytical approach to enhancing customer satisfaction and operational efficiency. Thrives in fast-paced environments, consistently delivering exceptional service while employing proactive problem-solving strategies to effectively address challenges. Committed to fostering positive customer relationships and driving continuous improvement within the organization.
Overview
12
12
years of professional experience
Work History
CUSTOMER ENGAGEMENT SPECIALIST
Blue Acorn
10.2024 - 11.2025
- Delivered exceptional client support through multi-channel communications (email, live chat, inbound/outbound calls) with consistent professionalism and courtesy.
- Performed management duties such as creating and maintaining Excel spreadsheets, processing customer reviews, overseeing supervisor correspondence, and providing cross-team support during staffing shortages.
- Reviewed and approved agent submissions for order fulfillment; ranked in the top 10% of company-wide QA performance during the first year of employment.
- Maintained comprehensive knowledge of company policies, procedures, and products across multiple brands, including Bluemercury, Pelican, and Tata Harper.
COLLECTIONS ACCOUNT MANAGER
Capital Management Services (M&T Bank)
03.2024 - 10.2024
- Delivered exceptional customer service to M&T Bank mortgage clients through inbound and 200+ outbound calls daily, as well as secure chat and email, ensuring accurate communication and full compliance with banking standards.
- Researched and reconciled account and payment discrepancies, maintaining data integrity across internal systems while adhering to regulatory and confidentiality requirements.
- Conducted QRPC (Quality Right Party Contact) interviews to assess borrowers’ financial status, establish repayment schedules, and accurately document outcomes within banking databases.
LOGISTICS SPECIALIST
The GIANT Company
12.2023 - 04.2024
- Helped improve logistics operations by ensuring proper ISO compliance and implementing effective customer service strategies.
- Produced detailed performance and operations reports for upper management, highlighting key metrics and process improvement opportunities.
- Collaborated cross-functionally with warehouse and supply chain teams to streamline workflows, reduce delays, and enhance overall operational efficiency.
CALL CENTER REPRESENTATIVE
Huntington Learning Center
09.2022 - 11.2023
- Managed appointment scheduling and calendar coordination through computerized booking systems, ensuring accuracy and timely client follow-ups.
- Performed administrative tasks including data entry, document filing, and database updates to maintain organized and efficient records.
- Conducted outbound calls to confirm appointments, collect payments, and promote additional products or services to support sales and customer retention goals.
Education
DIGITAL COMMUNICATIONS AND MULTIMEDIA
Millersville University
Millersville, PA05.2018
COMMUNICATIONS
Harrisburg Area Community College
Harrisburg, PA05.2016
Skills
- Multi-channel communications
- Client support
- Cross-department collaboration
- SaaS customer relationship management
- Proficient in Microsoft Office Suite
- Detail-oriented data management
- Technical support
- Streamlined communication management
- Microsoft Excel (data tracking, reporting, and analysis)
- Salesforce and Shopify expertise
Timeline
CUSTOMER ENGAGEMENT SPECIALIST
Blue Acorn
10.2024 - 11.2025
COLLECTIONS ACCOUNT MANAGER
Capital Management Services (M&T Bank)
03.2024 - 10.2024
LOGISTICS SPECIALIST
The GIANT Company
12.2023 - 04.2024
CALL CENTER REPRESENTATIVE
Huntington Learning Center
09.2022 - 11.2023
COMMUNICATIONS
Harrisburg Area Community College
DIGITAL COMMUNICATIONS AND MULTIMEDIA
Millersville University