Malika Thorne
Temple Hills,MD
Summary
Results-driven operations professional specializing in business administration and process optimization. Enhances customer experiences and boosts team productivity through effective case management and customer relations. Leverages de-escalation techniques to improve client satisfaction and foster loyalty.
Overview
1
1
Language
13
13
years of professional experience
Work History
Operations Manager
Eulen America
Arlington, Virginia
12.2024 - Current
- Directed daily operations to enhance efficiency and productivity across teams.
- Implemented workforce scheduling to maximize labor resources and meet service demands.
- Analyzed operational processes, identifying improvement areas to streamline workflows and enhance operations.
- Facilitated interdepartmental communication, enhancing collaboration and information sharing.
- Coordinated training programs for new employees, improving skill development and onboarding efficiency.
- Established safety protocols ensuring compliance with industry regulations.
- Led quality assurance initiatives to maintain service excellence across the organization.
- Resolved customer complaints promptly, ensuring high levels of satisfaction.
Customer Service Agent
Southwest Airlines
09.2018 - 08.2024
- Assisted over 3,000 customers daily by fostering positive interactions and prioritizing customer satisfaction.
- Resolved customer account discrepancies and concerns to enhance overall experience.
- Managed de-escalation and compensation processes to address customer needs effectively.
- Responded to customer requests for products, services, and company information.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted with documenting customer confidential information.
- Assisted passengers during the boarding process to ensure a smooth and efficient experience.
Call Center Representative
GC Services
09.2015 - 09.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered customer care by responding to requests, assisting with product selection, and managing ordering functions for improved customer satisfaction.
- Partnered with staff to enhance customer service experience and exceed team goals, contributing to high client satisfaction rates.
- Followed up with customers on resolved issues to ensure high standards of customer service and foster customer loyalty.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by 25%, promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Financial Aid Student Worker
Marshall University
08.2013 - 12.2017
- Assisted 100 students and families in filling out financial aid applications.
- Guided students through financial aid processes, by completing necessary forms and updating account records.
- Reviewed financial aid reconciliation reports, calculated amounts, and verified totals, ensuring accuracy of financial data.
- Double checked payments and documentation of students applying for loans.
- Assisted students with sign up and design for payment plans.
- Communicated with families and students regarding late payments and account statements, providing clarity on financial obligations.
Sales Associate
Rue 21
08.2014 - 09.2015
- Assessed customer needs and applied suggestive selling techniques, contributing to increased sales.
- Engaged with customers to foster rapport and enhance loyalty.
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor while resolving issues in high-stress situations, ensuring customer satisfaction.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
Bachelor of Arts - Criminal Justice
Marshall University
Huntington, WV12-2018
Skills
- Operations management
- Process improvement
- Workforce scheduling
- Data analysis
- Operational training
- Crisis management
- Complaint resolution
- Customer service and relations
- Decision-making
- Time optimization
- Project development
- Document control
- Data validation
- Communication skills
Languages
English
Professional
Timeline
Operations Manager
Eulen America
12.2024 - Current
Customer Service Agent
Southwest Airlines
09.2018 - 08.2024
Call Center Representative
GC Services
09.2015 - 09.2018
Sales Associate
Rue 21
08.2014 - 09.2015
Financial Aid Student Worker
Marshall University
08.2013 - 12.2017
Bachelor of Arts - Criminal Justice
Marshall University