Summary
Overview
Work History
Education
Skills
Timeline
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Mahnika Church

Columbus,OH

Summary

Dedicated Customer Service Representative Specialist with a talent for enhancing First Call Resolution. Utilizing first-rate customer service and team-oriented skills, committed to providing exceptional communication and superior leadership for optimal customer relations and effective conflict management.

Overview

7
7
years of professional experience

Work History

Asset Protection Associate

Victoria Secret's
05.2022 - 07.2024
  • Increased awareness of potential risks among staff members through ongoing communication, fostering a culture of vigilance against theft and fraud.
  • Wrote reports outlining activities and results.
  • Checked CCTV for evidence of warehouse damage, time card theft.
  • Patrolled interior/exterior to check for suspicious activities.
  • Maintained a secure environment by conducting thorough surveillance, floor patrols, and CCTV monitoring.
  • Controlled reduction of loss inventory by protecting company assets.
  • Monitored and analyzed employee behavior to identify and respond to potential theft and fraud incidents.

Credit Card Processing Team Member

Discover
04.2022 - 01.2024
  • Maintained accurate records of customer accounts, payments and credit line increases.
  • Maintained up-to-date knowledge of industry regulations, ensuring compliance with all applicable standards.
  • Managed high volumes of calls.
  • Streamlined payment processing for increased accuracy and reduced errors in transaction handling.
  • Improved customer satisfaction by efficiently processing credit card transactions and addressing inquiries.

Team Leader

Molina Healthcare
04.2021 - 05.2022
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Created and distributed monthly, quarterly, and annual reports to management regarding performance.

Driver

SBK Delivery
08.2020 - 02.2021
  • Delivered goods and services to customers on time and in excellent condition.
  • Utilized GPS to optimize routes and continuously meet estimated delivery times.
  • Monitored traffic conditions and applied defensive strategies to avoid accidents.
  • Maintained safe driving history with no critical incidents.

Claims Representative

VSP Vision Care
04.2017 - 02.2020
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Verified details with policyholders and requested additional information.
  • Reviewed documentation and accounts to gain full picture.
  • Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.

Education

High School Diploma -

Westerville-South High School
Westerville, OH
06.2003

Skills

  • Training
  • Call Center Operations
  • Safety
  • Issue resolution
  • Experience in leadership
  • Friendly, positive attitude
  • CPR certified
  • Decision-making
  • Working collaboratively

Timeline

Asset Protection Associate

Victoria Secret's
05.2022 - 07.2024

Credit Card Processing Team Member

Discover
04.2022 - 01.2024

Team Leader

Molina Healthcare
04.2021 - 05.2022

Driver

SBK Delivery
08.2020 - 02.2021

Claims Representative

VSP Vision Care
04.2017 - 02.2020

High School Diploma -

Westerville-South High School

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Mahnika Church