Malinda James
Galloway,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in several industries. 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
15
15
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
Hilliard, OH
11.2014 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Promoted available products and services to customers during service, account management and order calls.
Area Manager
Brickman Facility Solutions
New Albany, OH
02.2011 - 10.2014
- Planned operations to meet established schedules, factoring in order demands and business forecasts.
- Resolved conflicts promptly to promote positive environment for customers.
- Directed workforce planning, customer retention and customer service management for multiple locations.
- Evaluated production levels, quality standards and maintenance actions to identify and address operational problems and maintain targets.
- Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Assisted 3 managers and managed 23 Subcontractors maintaining contractual, compliance and reporting requirements for all areas and assets.
Customer Service/Office Assistant
Marquette Consumer Finance
Columbus, OH
04.2004 - 03.2006
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Managed multiple projects simultaneously using organizational and analytical skills.
- Handled client correspondence and tracked records to foster office efficiency.
- Informed and supported business leaders through consistent communication and administrative support duties.
Personal Lines Representative
Sheehan Hutchison Keenan
Dublin, OH
02.2002 - 04.2004
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Calculated premiums and established payment methods for sales.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
No Degree - Business Management
Columbus State Community College
Columbus, OHP And L License -
Hondros College
Westerville, OH05.2004
High School Diploma -
Hilliard Davidson High School
Hilliard, OH05.1995
Skills
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Inbound and Outbound Calling
- Proficiency in Microsoft Office and G Suite
- Team-Oriented and Cooperative
- Provider Enrollment
- Document and Records Management
- Call Volume and Quality Metrics
- Skilled in Microsoft Office
- Driver Routing
- Proactive Self-Starter
Timeline
Customer Service Advocate
Verizon Wireless
11.2014 - 05.2022
Area Manager
Brickman Facility Solutions
02.2011 - 10.2014
Customer Service/Office Assistant
Marquette Consumer Finance
04.2004 - 03.2006
Personal Lines Representative
Sheehan Hutchison Keenan
02.2002 - 04.2004
No Degree - Business Management
Columbus State Community College
P And L License -
Hondros College
High School Diploma -
Hilliard Davidson High School