Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
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Makyra Reed

Oxford,MS

Summary

Experienced Customer Service Representative with strong oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Increased customer satisfaction by thirty percent in six months. Utilizes service-oriented behaviors and a deep understanding of customer desires to enhance experiences and provide customized solutions, fostering loyalty. Proven track record of building and maintaining relationships with diverse stakeholders in fast-paced environments. Highly organized and dependable, adept at managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals. Versatile manager with extensive experience in monitoring and maintaining service standards and call handling thresholds. Committed to delivering superior service, maximizing revenue generation, and achieving high productivity. Results-oriented individual with outstanding communication, customer service, and conflict resolution skills. Brings diverse management abilities and a comprehensive background in various call center functions.

Overview

1
1
year of professional experience

Work History

Customer Service Manager

Little Caesars
08.2023 - 10.2023


  • Established strong relationships with clients, promoting trust and loyalty in our brand.
  • Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Defined clear targets and objectives and communicated to other team members.
  • Enhanced team productivity by implementing effective training programs tailored to individual needs.
  • Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
  • Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
  • Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
  • Championed company values by modeling exceptional customer service skills both internally and externally.
  • Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
  • Increased customer retention rates through proactive outreach efforts and personalized followups.
  • Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
  • Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
  • Leveraged data-driven insights from CRM systems to better understand client needs and tailor support strategies accordingly.
  • Evaluated emerging technologies for potential integration into current workflows, enhancing overall operational efficiency.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.

Customer Service Representative

McDonald's
09.2022 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved accounting, service and delivery concerns.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

High School Diploma -

Lafayette High School
Oxford, MS
05.2023

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Promotional support
  • Report Generation
  • Report Preparation
  • Report creation
  • Receiving support
  • Call triaging
  • Delivery Scheduling
  • Call center experience
  • Conflict Resolution
  • Microsoft Excel
  • Client Relations
  • Customer satisfaction measurement
  • Call Center Operations
  • Microsoft Outlook
  • Product Knowledge
  • Call Management
  • Follow-up skills
  • Appointment Scheduling
  • Order Processing
  • Team Development
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data Collection
  • Prioritization
  • Staff Training
  • De-Escalation Techniques
  • Live chat support
  • Quality Control
  • Clerical Support
  • Filing
  • Dispute Resolution
  • Customer Education
  • Multi-line phone talent
  • Sales expertise
  • Coordination
  • Assertiveness
  • Reading Comprehension
  • Service Upselling
  • Proofreading
  • Service standard compliance
  • Strategic sales knowledge
  • Time Management
  • Mentoring
  • Customer Relationship Management (CRM)
  • Schedule Management
  • Deadline-oriented
  • Customer Retention
  • Meticulous attention to detail
  • Work Prioritization
  • Call Monitoring
  • Loss Prevention
  • One Call Resolution
  • Persuasive
  • Technical Support
  • Telemarketing expertise
  • Documentation And Reporting
  • Professional and Courteous
  • Empathy
  • Patience
  • Writing
  • Tenacity
  • Psychology
  • Analytical
  • Social
  • Multitasking Abilities
  • Adaptability and Flexibility

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Increased customer satisfaction by 30% in six months

Timeline

Customer Service Manager

Little Caesars
08.2023 - 10.2023

Customer Service Representative

McDonald's
09.2022 - 12.2022

High School Diploma -

Lafayette High School

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Makyra Reed