Malika Lee
West Point,GA
Summary
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.
Overview
18
18
years of professional experience
Work History
Sales Chat Representative
Afni
04.2019 - 03.2024
- Educated customers about product or service offerings meeting individual needs.
- Sold phones, watches, tablets, jetpack, and wireless accessories to Verizon customers via chat platform.
- Streamlined resolution process for common issues, resulting in faster response times and improved customer feedback.
- Went over accounts to find ways to save customers money and find deals on new products.
- Broke down pricing for new wireless orders to existing and potential customers for new and existing services.
- Used problem solving skills to try to retain the customer when chats escalates.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries through chat support.
Security Officer
Kia Motors Manufacturing Georgia
05.2017 - 04.2019
- Addressed problems quickly and reported clear information while working under minimal to no supervision.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
- Monitored premises and recorded activity in daily officer reports.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Reported safety hazards for remediation response.
- Identified suspicious activity to determine appropriate response.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Detected emergency situations through keen listening and close observation to respond appropriately to alarms.
Customer Service Representative
American Home Shield Corporation
02.2014 - 04.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered 100-150 incoming calls and emails daily, providing frontline customer support or assistance with product and service transactions.
- Did work orders for customers when their covered items under their home warranty were malfunctioning.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Mentored new employees on procedures and policies to maximize team performance.
- Streamlined call center processes for improved efficiency and reduced wait times.
Security Site Supervisor
Point University
10.2011 - 02.2014
- Guided team members on how to respond effectively to different scenarios.
- Detained unauthorized individuals and escorted off-premises.
- Recorded required data for incident reports and files.
- Inspected posts and met with subordinates to outline tasks and responsibilities.
- Managed security staff schedules for shifts, minimizing overtime costs.
- Did schedules and payroll for employees.
- Point of contact for students and their parents when there were issues and campus activities were present.
- Led and directed investigations of accidents, thefts and property loss on premises.
Factory Production Worker/Quality Control Inspector
Martex
02.2006 - 09.2011
- Loaded and unloaded materials onto or from pallets, trays, racks and shelves by hand.
- Moved items between machines, conveyors and transport equipment to meet production needs.
- Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
- Attended regular training sessions to increase machine operating skills.
- Inspected and repaired products to meet project expectations.
- Set up and adjusted machines and equipment to produce pre-determined results.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
- Maintained a safe work environment for all employees through strict adherence to safety protocols and guidelines.
Education
Some College (No Degree) - Data Entry
Alabama State University
Montgomery, ALSkills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Upselling Products and Services
- CRM Software
- Persuasion techniques
- Tracking and Updates
- Online Communications
- Management Interaction
- Call Centers
- LiveChat Messaging
- Database Management
- Strong Analytical and Problem Solving Skills
- Computer Skills
- Excellent Attention to Detail
- Merchandise Orders and Exchanges
- Sales Report Generation
- Quick Typing
Timeline
Sales Chat Representative
Afni
04.2019 - 03.2024
Security Officer
Kia Motors Manufacturing Georgia
05.2017 - 04.2019
Customer Service Representative
American Home Shield Corporation
02.2014 - 04.2017
Security Site Supervisor
Point University
10.2011 - 02.2014
Factory Production Worker/Quality Control Inspector
Martex
02.2006 - 09.2011
Some College (No Degree) - Data Entry
Alabama State University