Summary
Overview
Work History
Education
Skills
Timeline
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Malachi Porter

Birmingham,AL

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

7
7
years of professional experience

Work History

Team Lead-CSA

Google-IBEX
Kansas City, Kansas
02.2024 - 03.2025
  • This is my current role as a customer service representative with Google (GFIBER).
  • Here I schedule/set appointments and troubleshoot internet devices and resolve connection issues.

  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Developed positive relationships with customers through friendly interactions.
  • Strengthened customer retention by offering discount options.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Disney Customer Service Rep

Support Services Group
Waco, TX
12.2021 - 04.2024
  • Provide comprehensive customer support for Hulu/Disney/Espn streaming services, including technical troubleshooting and financial issue resolution
  • Process refunds, manage account upgrades, and effectively communicate promotional offers to enhance customer satisfaction and retention
  • Document detailed call notes to ensure thorough follow-up and maintain high-quality service standards for each interaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Conferred with customers to provide information about products or services and take orders.
  • Developed strong customer relationships to encourage repeat business.
  • Resolved customer complaints promptly and efficiently.
  • Answered customer inquiries and provided accurate information regarding products and services.

TEAM LEAD (CSA) Verizon Wireless/Afni

Afni
Opelika
07.2020 - 12.2021
  • Provided exceptional customer service by addressing inquiries and resolving complaints, ensuring consistent customer satisfaction and retention
  • Streamlined the communication process with customers, leading to a measurable increase in service efficiency and response time.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Maintained accurate records of employee attendance and task completion times.
  • Established clear team goals aligned with company objectives, tracking progress regularly.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Worked closely with human resources to support employee management and organizational planning.

Customer Service Representative

Pandora Jewelry (WFH)
Orlando, FL
06.2018 - 08.2020
  • Provided comprehensive customer support through handling approximately 150 daily inquiries via calls and chats, ensuring customer satisfaction and issue resolution
  • Facilitated seamless customer experiences by efficiently managing returns, promotions, order inquiries, and shipping concerns
  • Maintained detailed records of customer interactions for each case to support continuity of service and reference for future queries.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Education

Some College (No Degree) - Journalism

Troy University
Birmingham, AL

Skills

  • Shipping & Receiving
  • Journalism
  • Proofreading
  • Remote/Tech (4 Years)
  • Writing Skills
  • Marketing
  • Digital Marketing
  • Social Media Management
  • Customer Service
  • Sales
  • Microsoft Office
  • Microsoft Word
  • Microsoft Excel
  • Social Media Marketing
  • Research
  • Project Management
  • Desktop Support (4 Years)
  • Salesforce (4 Years)
  • Phone Etiquette (4 Years)
  • Technical Support
  • Typing
  • Pricing
  • Communication Skills
  • Effective Communication
  • Active Listening
  • Empathy
  • Computer Literacy
  • Problem-Solving
  • Patience
  • Data Entry
  • Product Knowledge
  • Time Management
  • Conflict Resolution
  • Call Management
  • Appointment Scheduling

Timeline

Team Lead-CSA

Google-IBEX
02.2024 - 03.2025

Disney Customer Service Rep

Support Services Group
12.2021 - 04.2024

TEAM LEAD (CSA) Verizon Wireless/Afni

Afni
07.2020 - 12.2021

Customer Service Representative

Pandora Jewelry (WFH)
06.2018 - 08.2020

Some College (No Degree) - Journalism

Troy University

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Malachi Porter