Summary
Overview
Work History
Education
Skills
Timeline
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Makayla Reed

Taylor,MI

Summary

Dedicated customer care agent with a proven track record of delivering exceptional support. Skilled in resolving inquiries efficiently, managing complaints professionally, and providing tailored solutions to meet diverse customer needs. In addition, small business owner in the esthetics industry, specializing in brand development and operational management.

Overview

9
9
years of professional experience

Work History

Rocket Loans
03.2023 - Current
  • Ensuring client satisfaction with their experience with the company
  • Client troubleshooting via phone
  • Balancing high call volume while responding to emails
  • Memorized company’s product offering; contributed to a sale increase to sales of merchandise
  • Excelling in fast paced environment with high call volume
  • Outbound calling
  • Meeting monthly KPI goals
  • Promoted to senior leadership within 6 months within hire date
  • Client verification, capturing pii
  • Background use of Lexis Nexis data base to follow protocol of fraud alerts
  • Minor fraud analytics: scoping in concerns, including identity concerns
  • Performing knowledge based assessments with client verification
  • Data entry and analysis with client personal information

Small Business Owner

Kay Beauty Esthetics LLC
05.2021 - Current
  • Manage day-to-day operations of busy in store and online blog/network
  • Promoted products on multiple channels, including social media, word of mouth, and online ad campaign
  • Monitored website sales and traffic Achievements
  • Increased revenue by 75% within 3 months
  • Achieved sale budget through improving web design

Client Communication Specialist

Rock Connections
05.2022 - 03.2023
  • Ensuring client satisfaction with their experience with the company
  • Making 800+ calls a day to clients who have inquired about loan information
  • Client verification
  • Understanding how to acknowledge, respond, and inform clients with information about new or current loan promotions
  • Meeting monthly personal dial and transfer goal
  • Understanding key sale points to peruse client to communicate to next hand off (licensed specialist) or next step in loan process

Cashier/Management/Customer service

Taylor Mancinos
08.2015 - 05.2022
  • Described merchandise to customers
  • Recommended items based on customer needs
  • Operated POS/cash register to process cash and credit card transactions
  • Supervised and trained new incoming associates during orientation and first shifts
  • Process all POS transactions at the end of every shift
  • Manage staff, mentor and develop their skills while troubleshooting issues
  • Troubleshooted with POS system as well as diagnosing network issues
  • Dynamic Customer service professional experienced retail store setting
  • Ensured customer satisfaction with all merchandise received
  • Memorized company’s product offering; contributed to a sale increase to sales of merchandise
  • Excel within a service-oriented business, demonstrating a talent for communicating effectively with customers
  • Excel at listening to customer needs and creating solutions that provide value to the customer

Education

Michigan State University
East Lansing, MI

Associate of Arts - Esthetiology

Douglas J Aveda
Ann Arbor, MI
11-2020

Skills

  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail

Timeline

Rocket Loans
03.2023 - Current

Client Communication Specialist

Rock Connections
05.2022 - 03.2023

Small Business Owner

Kay Beauty Esthetics LLC
05.2021 - Current

Cashier/Management/Customer service

Taylor Mancinos
08.2015 - 05.2022

Michigan State University

Associate of Arts - Esthetiology

Douglas J Aveda

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Makayla Reed