Mahagony Mcclurkin
Atlanta,GA
Summary
Customer service team member who is dedicated to providing exceptional service and support to maximize customer satisfaction. Building trust with customers as well as team members to promote satisfaction, resolve concerns, and maintain long-term loyalty is a proven track record. Knowledgeable of providing great customer service to the standards, with a strong ability to remember product and service information in order to resolve issues effectively.
Overview
4
4
years of professional experience
Work History
Customer Assistance Representative
Toyota Financial Services
Alpharetta, GA
04.2025 - Current
- Facilitated high-level customer assistance for auto finance and lease accounts through inbound and outbound calls.
- Investigated and resolved billing inquiries, payment issues, and account discrepancies, maintaining strict adherence to compliance standards throughout the process.
- Spearheaded customer education initiatives regarding account options, payment arrangements, and policy details.
- Oversaw accurate record-keeping of all interactions within CRM systems to enhance account management.
- Resolved complex and sensitive situations with professionalism and empathy to uphold customer satisfaction.
Credit Investigator
Toyota Financial Services
Alpharetta, GA
01.2024 - 04.2025
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
- Conducted credit reviews on businesses in order to assess their financial standing.
- Contacted clients to verify account information and update services, answer questions, and resolve concerns to maintain exceptional customer service standards and promote brand loyalty.
- Made certain that customers received excellent service in order to not only maintain, but also to expand, their relationships for future business opportunities.
- Made decisions and recommendations regarding credit line extensions.
Asset Protection Specialist
Macy's
Atlanta, GA
07.2022 - 12.2023
- Was in charge of monitoring the security camera system 24 hours a day, 7 days a week to ensure the safety of people and property.
- Prevented crimes through careful observation and investigation of suspicious and unusual behavior.
- Gathered and organized all surveillance data and information to protect client possessions and workspaces.
- Collaborated with clients and risk management experts to develop practical solutions that met their requirements.
- Followed strict security and safety procedures to protect the company from financial losses resulting from theft or careless mismanagement.
Education
Criminal Justice -
York Technical College
Rock Hill, SC01-2021
High School Diploma -
Great Falls High School
Great Falls, SC01-2017
Skills
- Credit Risk & Credit Review
- Financial & Data Analysis
- Risk Assessment
- Customer Analysis
- Relationship Management
- CRM Systems
- Analytical Thinking & Problem Solving
- Professional Communication
- Collaboration
- High-Volume Call Handling
- Account Resolution
- Google Workspace
- Call center experience
Additional Information
- HIGHLIGHTS OF ACHIEVEMENTS:
- Successfully implemented a new customer service system that resulted in a 25% increase in customer satisfaction and a 10% increase in retention rates.
- Developed and implemented a customer feedback program that resulted in a 15% increase in customer loyalty and a 10% increase in sales.
- Resolved a high-profile customer issue that had the potential to damage the company's reputation, resulting in a positive outcome for both the customer and the company.
Timeline
Customer Assistance Representative
Toyota Financial Services
04.2025 - Current
Credit Investigator
Toyota Financial Services
01.2024 - 04.2025
Asset Protection Specialist
Macy's
07.2022 - 12.2023
Criminal Justice -
York Technical College
High School Diploma -
Great Falls High School