Malika Ridley
Davenport
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Service/Cashier
7-11 Convenience Store
05.2021 - 01.2025
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Developed and managed relationships with customers to increase customer loyalty.
Remote Customer Service Agent
MCI Communications
10.2018 - 11.2021
- Communicated with clients regarding account services, statements, and balances.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Adapted to new applications and maintained knowledge of current technologies.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Remote Pharmacist Intern
Walgreens Boots Alliance
10.2015 - 02.2017
- Used pharmacy software to enter prescription and insurance information.
- Entered patient information into computer system.
- Discussed medical histories with patients to provide most effective medical advice.
- Educated patients on possible drug interactions, potential side effects, and optimal methods of administration.
- Communicated closely with patients, ensuring medical information was kept private.
- Processed orders through insurance and accepted customer payments for balances owed.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Evaluated patient histories to assess medication compliance and spot issues such as doctor shopping or excessive usage.
Remote Customer Agent
HGS Global Solutions
03.2011 - 01.2015
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Enhanced client retention rates through building strong rapport and addressing issues promptly.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Developed relationships with key clients, ensuring loyalty and repeat business.
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
- Communicated with customer to understand needs and concerns.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
Arts High School
Certificate - Computer Networking And Telecommunications
Rutgers University
Newark, NJ04.1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Documentation
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Prioritization
- Technical support
- Assertiveness
- Reading comprehension
- Account management
- Account updating
Personal Information
Title: Remote Customer Service Agent
Timeline
Customer Service/Cashier
7-11 Convenience Store
05.2021 - 01.2025
Remote Customer Service Agent
MCI Communications
10.2018 - 11.2021
Remote Pharmacist Intern
Walgreens Boots Alliance
10.2015 - 02.2017
Remote Customer Agent
HGS Global Solutions
03.2011 - 01.2015
High School Diploma -
Arts High School
Certificate - Computer Networking And Telecommunications
Rutgers University
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