Malinda Coleman
Chicago,IL
Summary
Dedicated, charismatic, focused detail-oriented, team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
Work History
Application Support Associate
Enova International
10.2022 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 50%
Customer Service Associate
Mr. Handyman- Oak Park
10.2021 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services
- Solved problems with products and services by providing customers with technical support
- Provided customer feedback to management and identified areas of improvement for products and services
Dispatcher
Prolific Transport Inc
04.2020 - 10.2021
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled deliveries and pickups according to customer needs.
Customer Service Team Lead
TTEC
10.2018 - 03.2020
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Took cash and credit card payments via phone, in person, and through email.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Marketing Associate
Chicago Marketing Inc
07.2017 - 05.2018
- Provided feedback to all departments on brand consistency in outbound communications.
- Worked closely with clients to identify their needs and challenges and provide solutions-oriented campaign themes.
- Traveled to meet with customers and deliver clear company messages.
- Prepared and gave presentations to clients.
- Contributed ideas to concept development, strategic planning and business operations.
Education
High School Diploma -
Fenger Academy High School
Chicago, IL06.2006
Skills
- Maintenance and Troubleshooting
- Applicant Relations
- Business Recordkeeping
- Customer Communication and Empathy
- Customer Consulting
- Promotional Support
- CRM Software
- Quality Assurance Controls
- Conflict Resolution
- Microsoft Excel
- Shipping and Receiving Understanding
- Office Equipment Proficiency
Timeline
Application Support Associate
Enova International
10.2022 - 05.2023
Customer Service Associate
Mr. Handyman- Oak Park
10.2021 - 10.2022
Dispatcher
Prolific Transport Inc
04.2020 - 10.2021
Customer Service Team Lead
TTEC
10.2018 - 03.2020
Marketing Associate
Chicago Marketing Inc
07.2017 - 05.2018
High School Diploma -
Fenger Academy High School