Macy Woods
Fort Worth,TX
Summary
Accomplished professional with a proven track record at Target, enhancing operations through quality assurance and customer relations. Skilled in documentation management and technical communication, I excel in problem-solving and multitasking, achieving ambitious goals. My approach has consistently resulted in improved client satisfaction and operational efficiency. Resourceful Escalation Specialist recognized for high productivity and efficient task completion. Specialized skills include conflict resolution, customer relationship management, and process improvement. Excel in communication, adaptability, and problem-solving to effectively manage escalations and ensure customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Home Based Escalation Specialist
Target
, TX
08.2021 - Current
- Facilitated operational transformation using quality-focused strategies.
- Recognized improvement opportunities and executed plans to reach targets.
- Serving as the primary point of contact for escalated customer complaints and inquiries.
- Collaborated with management to execute new operational guidelines and standards.
- Cultivated client rapport through proactive communication and commitment to service excellence.
- Prioritizing and managing a high volume of escalated cases.
- Providing empathetic and professional support throughout the resolution process.
Customer Service Representative
C3 Customer Contact Channels
, TX
02.2017 - 08.2021
- Handled high-pressure scenarios with composure.
- Elevated customer experience by addressing complaints with understanding.
- Successfully navigated high-priority calls, delivering favorable outcomes to clients and company alike.
- Conveyed precise details regarding product features, service options, and company background.
- Handling customer deposits, withdrawals, and check cashing.
- Processing loan payments and account transfers.
- Balancing cash drawers accurately and efficiently.
- Issuing money orders, cashier's checks, and other financial instruments.
Bank Teller
Bank Of Texas
07.2016 - 07.2019
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
Education
Certificate of Technical Studies - Certificate
My Computer Career
Arlington, TX03.2021
High School Diploma -
Castleberry High School
Fort Worth 05-2011
Skills
- Documentation Management
- Customer Relations
- Technical communication
- Quality Assurance
- Experienced in Software Applications
- Strategic Problem Resolution
- Time Management
- Trained in Salesforce
- Credit card payment processing
- Order and refund processing
- Effective Multitasking
- Detail-Oriented Approach
- De-escalation techniques
- Critical thinking
- Escalation management
- CRM software proficiency
- Spreadsheet tracking
- Communication skills
Certification
- Cybersecurity
- Systems Administration
- Help Desk Support
Accomplishments
- Top Metrics Specialist
- Exceeded KPI Scores
- Top Deescalation Specialist
- Adherence Super Star
References
References available upon request.
Timeline
Home Based Escalation Specialist
Target
08.2021 - Current
Customer Service Representative
C3 Customer Contact Channels
02.2017 - 08.2021
Bank Teller
Bank Of Texas
07.2016 - 07.2019
Certificate of Technical Studies - Certificate
My Computer Career
High School Diploma -
Castleberry High School