Summary
Overview
Work History
Education
Skills
Timeline
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Maliyah Williford

Auburndale,FL

Summary

Accomplished professional with a proven track record at Elevance Health, excelling in high-volume call management and customer service. Demonstrates exceptional verbal communication and empathy, ensuring customer satisfaction and retention. Skilled in switchboard operations and adept at resolving complex issues, leading to a significant improvement in departmental productivity.

Overview

7
7
years of professional experience

Work History

Switchboard Operator

Elevance Health
10.2021 - Current
  • Connected callers with appropriate professional, department, or business.
  • Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
  • Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
  • Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.

Customer Service Lead

Americans Directions Research
06.2020 - 10.2021
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.

Customer Service/Tech Support

Sykes
02.2018 - 05.2020
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Established positive relationships with clients through proactive communication and attentive listening skills.
  • Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
  • Achieved high levels of customer retention by consistently delivering outstanding support experiences.
  • Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.

Customer Service Representative

IQor
10.2017 - 02.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

High School Diploma -

Auburndale Senior High
Auburndale
06-2016

Skills

  • Operating switchboards
  • Quick-learning
  • Telephone operations
  • Dependability
  • Flexibility
  • Answering questions
  • Strong telephone etiquette
  • Empathy and patience
  • Assertiveness
  • Excellent verbal communication skills
  • Making appointments
  • Reservation coordination
  • [Software] expertise
  • Managing phone systems
  • Switchboard operations
  • Cross-functional coordination
  • Call transfers
  • Connection management
  • Greeting customers
  • Telephone reception

Timeline

Switchboard Operator

Elevance Health
10.2021 - Current

Customer Service Lead

Americans Directions Research
06.2020 - 10.2021

Customer Service/Tech Support

Sykes
02.2018 - 05.2020

Customer Service Representative

IQor
10.2017 - 02.2018

High School Diploma -

Auburndale Senior High

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Maliyah Williford