Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mallori Hargrove

Norlina,NC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Southwest Airlines
06.2023 - Current
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Excellent communication skills, both verbal and written.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Cultivated interpersonal skills by building positive relationships with others.

Technical Support Representative

Conduent Services
04.2020 - 06.2023
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.

Assistant Manager

Walgreens
09.2018 - 03.2020
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Reviewed sales and gross profit report to assess company efficiency.

Education

High School Diploma -

Warren New Technology High School
Warrenton, NC
06.2018

Skills

  • Hardware Diagnostics
  • Data Recovery
  • Issue Troubleshooting
  • Call Center Operations
  • Microsoft Office Specialist (MOS) Expert
  • Typing 72 WPM
  • Product Knowledge
  • Paperwork Processing
  • Sales Expertise
  • Multi-Line Phone Talent
  • Credit card payment processing
  • Refunds processing
  • Travel planning
  • Client relations

Timeline

Customer Service Representative

Southwest Airlines
06.2023 - Current

Technical Support Representative

Conduent Services
04.2020 - 06.2023

Assistant Manager

Walgreens
09.2018 - 03.2020

High School Diploma -

Warren New Technology High School

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