Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Malik Knox

Garland,TX

Summary

Adept at transforming customer challenges into triumphs, I leveraged my problem-solving abilities and Microsoft Office Suite expertise at ADT Security to enhance customer satisfaction significantly. By focusing on critical thinking and efficient complaint resolution, I consistently ensured high-quality service, leading to a noticeable increase in customer loyalty and repeat business. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative /Backend Software Engineer, Cyber Security

ADT Security
04.2024 - 06.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative Trainer

Luce Research
01.2024 - 04.2024
  • Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees.
  • Partnered with other trainers and departments to ensure consistency in training methodologies, resulting in a unified approach to employee development across the company.
  • Conducted regular assessments of trainee progress, providing feedback and coaching as needed for continuous improvement.
  • Delivered engaging presentations covering various aspects of customer service best practices, resulting in enhanced knowledge retention among participants.
  • Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions.
  • Stayed current on industry trends and best practices in customer service, incorporating this knowledge into updated training materials and methodologies.
  • Encouraged ongoing professional development among customer service representatives by providing access to relevant resources and learning opportunities within the organization.

Medical Assistant

Total Care Medical Center
09.2023 - 12.2023
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Collected and documented patient medical information such as blood pressure and weight.

Claims Processor

Allstate Corp
05.2022 - 08.2023
  • Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
  • Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.
  • Managed workload and priorities to meet claims processing meet deadlines.
  • Collaborated with cross-functional teams to resolve complex claims issues efficiently and effectively.
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Trained new employees on claims processing procedures, contributing to a well-prepared workforce.
  • Evaluated accuracy and quality of data entered into agency management system.
  • Followed up with customers on unresolved issues.

Customer Service Representative Remote

All Web Leads
02.2022 - 07.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Medical Courier

Quik Scripts
02.2020 - 04.2022
  • Upheld compliance with HIPAA regulations while managing confidential patient information during deliveries.
  • Ensured patient confidentiality by properly handling sensitive medical documents and specimens during transport.
  • Maintained a clean, organized, and safe vehicle environment to ensure the proper handling of medical supplies and equipment.
  • Communicated route progress to management, noting traffic, and construction issues to avoid delays for critical deliveries.
  • Improved customer satisfaction by providing timely updates on shipment status and addressing concerns promptly.
  • Enhanced delivery efficiency by optimizing route planning and adhering to strict schedules.
  • Minimized errors in specimen handling by adhering to established guidelines for labeling, packaging, and temperature control requirements.
  • Collaborated with healthcare professionals to facilitate smooth coordination of specimen pick-up and delivery processes.
  • Supported team members during high-volume periods or absences by covering additional routes when necessary.
  • Developed strong relationships with clients by consistently delivering outstanding service and maintaining professionalism at all times.
  • Strengthened client relationships by consistently meeting or exceeding delivery expectations and deadlines.
  • Contributed to the overall success of the company by consistently prioritizing customer needs, maintaining a strong work ethic, and demonstrating a commitment to excellence in every aspect of the role.

Machine Operator

Kraft Heinz
08.2019 - 01.2020
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Operated multiple machines simultaneously to meet production requirements.
  • Operated machining equipment safely with team of operators.
  • Complied with company and OSHA safety rules and regulations.
  • Set up and adjusted equipment and properly configured machines for daily operation.
  • Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
  • Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
  • Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
  • Operated various types of machinery, contributing to the successful completion of diverse projects.
  • Set up and ran machinery to produce exceptional products for industrial needs.
  • Streamlined workflow by maintaining a clean and organized workstation, adhering to safety protocols.
  • Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
  • Collaborated with team members to optimize production processes and improve overall performance.
  • Replenished materials and supplies as needed to maintain production.
  • Maintained open communication lines with supervisors regarding project status updates, potential delays, or any concerns affecting production timelines.
  • Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
  • Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.

Daycare Assistant

Heavenly Christian Center
04.2018 - 07.2019
  • Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
  • Assisted in maintaining a safe and healthy environment, ensuring cleanliness and proper supervision of children.
  • Provided lunchtime assistance to monitor children, assist with eating and serve food.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Used patience, skill and various behavior modification techniques to maintain order and safety.
  • Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
  • Taught children to organize toys, wash hands, and share by leading by example.
  • Provided support during naptime routines, ensuring a peaceful environment for restful sleep.
  • Applied positive behavior management techniques to enhance social interactions and emotional development.
  • Monitored daily sign-in/sign-out logs for accurate attendance tracking, helping to maintain a secure and orderly facility.
  • Managed classroom behavior with clear expectations and consistent reinforcement strategies, fostering a respectful atmosphere.
  • Supported the emotional well-being of children by providing nurturing care and addressing individual needs.
  • Enforced rules and managed behavior through developmentally appropriate discipline.
  • Prepared nutritious meals and snacks in accordance with food safety guidelines, promoting healthy eating habits among daycare attendees.
  • Restocked supplies and personal hygiene products for use by students.
  • Promoted learning and social development through structured and unstructured playtime.
  • Built constructive and open relationships with families with forthright yet friendly communication.
  • Created engaging sensory-based activities that stimulated cognitive development in young learners.
  • Facilitated group play activities that promoted social interaction, teamwork, and problem-solving skills among children.

Office Assistant

Mr Carriers Llc
02.2014 - 04.2018
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Maintained and updated office records, both digital and physical.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.

Education

GED -

Milledgeville Youth Challenge Academy
Milledgeville, GA
04.2018

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Complaint Handling
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Follow-up skills
  • Scheduling
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Team Development
  • Documentation
  • Administrative Support
  • Microsoft Office Suite
  • Staff Training
  • Microsoft PowerPoint
  • Data Collection
  • Customer Relationship Management (CRM)
  • Prioritization
  • Building rapport
  • De-Escalation Techniques
  • Technical Support
  • Quality Control
  • Clerical Support
  • Live chat support
  • Filing
  • Product Sales
  • Dispute Resolution
  • Customer Education
  • Product and service solutions
  • Multi-line phone talent
  • Store maintenance
  • Order Fulfillment
  • Sales expertise
  • Recordkeeping strengths
  • Assertiveness
  • Research
  • Account updating
  • Account Management
  • Reading Comprehension
  • Spreadsheets
  • Service Upselling
  • Office equipment proficiency

Certification

cpr

Timeline

Customer Service Representative /Backend Software Engineer, Cyber Security

ADT Security
04.2024 - 06.2024

Customer Service Representative Trainer

Luce Research
01.2024 - 04.2024

Medical Assistant

Total Care Medical Center
09.2023 - 12.2023

Claims Processor

Allstate Corp
05.2022 - 08.2023

Customer Service Representative Remote

All Web Leads
02.2022 - 07.2022

Medical Courier

Quik Scripts
02.2020 - 04.2022

Machine Operator

Kraft Heinz
08.2019 - 01.2020

Daycare Assistant

Heavenly Christian Center
04.2018 - 07.2019

Office Assistant

Mr Carriers Llc
02.2014 - 04.2018

GED -

Milledgeville Youth Challenge Academy

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Malik Knox