Makisha Lynne Pegram
Tacoma
Summary
Seasoned Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
22
22
years of professional experience
2003
2003
years of post-secondary education
Work History
Senior Contact Representative
Tapco Credit Union
Tacoma
09.2021 - Current
- Assisted members with account inquiries and transaction requests.
- Processed loan applications and verified documentation for compliance.
- Educated members on credit union products and services available.
- Maintained accurate records of member interactions in the database system.
- Resolved member issues efficiently through effective communication strategies.
- Collaborated with team to improve service delivery and member satisfaction.
Project Manager
Reality Homes
Tacoma
09.2017 - 05.2020
- Led project planning sessions to define scope and deliverables.
- Coordinated cross-functional teams to ensure project alignment and collaboration.
- Managed project timelines using industry-standard software and tools.
- Developed risk management strategies to mitigate potential project issues.
- Oversaw resource allocation to optimize team performance and efficiency.
- Developed and maintained project plans, timelines, and budgets.
- Built and established strong partnerships with teams, vendors and contractors.
Sales Associate
Comcast Cable Company
Fife
12.2013 - 08.2017
- Assisted customers with service inquiries and product selection.
- Demonstrated cable and internet products to enhance customer understanding.
- Maintained knowledge of promotions and service updates for effective selling.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
- Upsold additional items based on customer interests and needs.
Retention Specialist
Comcast Cable Company
Fife
04.2011 - 12.2013
- Analyzed customer feedback to identify trends and improve retention strategies.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Compiled all calls and interactions into computer data system.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
Loan Officer
CM Retail Management
Tacoma
06.2004 - 04.2011
- Evaluated loan applications for creditworthiness and compliance with guidelines.
- Assisted clients in understanding loan products and repayment options.
- Processed documentation and maintained accurate records of loan transactions.
- Reviewed financial statements to assess borrower eligibility and risk factors.
- Maximized company profitability with appropriate pricing of new loan originations, fee income and selling of products and services.
- Maintained current knowledge regarding new laws, regulations, policies, procedures, products, services. related to consumer lending operations.
Education
General Education Diploma
Auburn, WASkills
- Account management
- Compliance verification
- Loan processing
- Risk assessment
- Customer relationship management
- Data analysis
- Project coordination
- Team collaboration
- Effective communication
- CRM software
Timeline
Senior Contact Representative
Tapco Credit Union
09.2021 - Current
Project Manager
Reality Homes
09.2017 - 05.2020
Sales Associate
Comcast Cable Company
12.2013 - 08.2017
Retention Specialist
Comcast Cable Company
04.2011 - 12.2013
Loan Officer
CM Retail Management
06.2004 - 04.2011
General Education Diploma