Summary
Overview
Work History
Education
Skills
Timeline
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Malikah Souza

Sewaren,NJ

Summary

Knowledgeable and dedicated customer service professional with extensive experience . In Panviva, Connection, Aries Get Covered New Jersey, and student related systems. A Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Member Support Specialist I

Guild Education
07.2022 - 01.2024
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Streamlined support process for quicker resolution times, ensuring timely assistance to members.
  • Developed strong relationships with members through empathetic communication and effective problem-solving skills.
  • Contributed to the improvement of member retention rate by delivering exceptional support experiences.
  • Collaborated with cross-functional teams to address complex issues, resulting in seamless member interactions.
  • Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
  • Helped large volume of members every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Maximus
09.2021 - 02.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

Ophthalmic Technician

Deyoung's Eye World
09.2019 - 03.2020
  • Measured intraocular pressure using Goldman and Tonopen tonometry process.
  • Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
  • Applied eye medications and drops to dilate pupils in preparation for examinations.
  • Measured and recorded visual acuity and color vision testing.
  • Worked well with patients, staff and manufacturer representatives to carry out successful office- and patient-related work each day.
  • Cleaned or sterilized ophthalmic or surgical instruments.

Sales Representative

Harmons Discount
06.2018 - 03.2020
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Trained and mentored new sales representatives.
  • Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
  • Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
  • Evaluated inventory and delivery needs and optimized strategies to meet customer demands.

Sales Associate

Avenue
05.2019 - 09.2019
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Solved customer challenges by offering relevant products and services.
  • Processed product returns and assisted customers with other selections.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.

Education

Associate of Science - Social Work

Middlesex County College
Edison, NJ
05.2023

High School Diploma -

Collier Youth Services
Wickatunk, NJ
06.2017

Skills

  • Efficient and Detail-Oriented
  • Relationship building
  • De-escalation Techniques
  • Verbal and Written Communication
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • Complex Product Knowledge
  • Patient and Empathetic

Timeline

Member Support Specialist I

Guild Education
07.2022 - 01.2024

Customer Service Representative

Maximus
09.2021 - 02.2022

Ophthalmic Technician

Deyoung's Eye World
09.2019 - 03.2020

Sales Associate

Avenue
05.2019 - 09.2019

Sales Representative

Harmons Discount
06.2018 - 03.2020

Associate of Science - Social Work

Middlesex County College

High School Diploma -

Collier Youth Services

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Malikah Souza