Mariah McGraw
Detroit,MI
Summary
Personable and dedicated Customer Service Representative with extensive experience in airline industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Advocate I
AAA, The Auto Club Group
10.2022 - Current
- Responded to high volume emergency road service requests in a fast-paced call center environment
- Utilized Salesforce system for data input and performed geographical location spotting to enhance member service efficiency.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Identified trends in customer service inquiries and reported them to management team.
- Identified opportunities to upsell additional products or services based on customer needs.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Quick decision making response to the appropriate dispatching services
- Analyzing member accounts to determine additional products and services that benefit the member.
- Provided customer support through phone, email and chat channels.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Escalated complex customer cases as necessary to appropriate teams and departments.
Mortgage Loan Processor
Amrock, LLC (Rocket Mortgage)- Detroit, MI
03.2021 - 04.2022
- Managed calculations and documentation of financial details for closing transactions
- Ensured compliance with both local and federal regulations for the organization
- Ensured that all lender closing instruction requirements were met through careful analysis
- Successfully addressed and resolved client inquiries and problems
- Accurately collected necessary details for Closing Disclosure including payoffs, taxes, and deed information
- Demonstrated exceptional customer service by effectively scheduling notaries and handling hotline calls as part of cross-departmental training
- Flagged and reported incidents of fraudulent payoffs.
Gate Agent/Ramp Agent (Ready Reserve)
Delta Airlines, Romulus, MI
12.2016 - 09.2020
- Ensured excellent customer experience
- Delivered boarding passes and assigned seats to passengers at check-in while ensuring they were directed to the appropriate gate
- Validated ticket holders' names matched the required credentials for both domestic and international travel.
- Synchronized and expedited the process of assigning seats and boarding passengers on aircraft with a minimum time gap of 35 minutes before takeoff.
- Close out flights by closing boarding doors and removing jet bridges from aircraft
- Maintained accuracy of passenger count through careful verification.
- Marshal in aircrafts safely to assigned gate
- Ensured timely and accurate loading and unloading of luggage and cargo from airplane bins
- Experienced in all airport operations including the ticket counter, help desk, baggage office, gates, ramp, bag room, international bag room/dump, and online runner.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Processed payments from customers by credit cards accurately according to company guidelines.
- Upsold additional products or services when appropriate in order to meet sales goals.
Campus Operations Coordinator
Univeristy of Phoenix
Detroit, MI
09.2016 - 09.2017
- Organized and coordinated events, meetings, and conferences for faculty, staff, and students.
- Assisted in the development and implementation of policies and procedures related to campus operations.
- Oversaw the maintenance of facilities including classrooms, laboratories, offices, libraries and other areas.
- Responded promptly to inquiries from internal customers regarding operational issues or concerns.
- Analyzed data trends related to student enrollment numbers.
- Guided students in utilizing various online tools and resources
Education
Master of Business Administration & Project Management -
Southern New Hampshire University
04.2023
Bachelor of Arts-Psychology -
College of Liberal Arts & Science, Wayne State University
05.2016
Diploma -
Cass Technical High School
06.2011
Skills
- Team Leadership & Training
- Project Management
- Time Management/ Multi-Tasking
- Risk Management
- Complex Problem Solving
- Community Outreach & Services
- Conflict Resolution
- Critical Thinking Skills
- Relationship Building
- Operations Management
- Goal-Oriented
- Employee Motivation
Timeline
Customer Advocate I
AAA, The Auto Club Group
10.2022 - Current
Mortgage Loan Processor
Amrock, LLC (Rocket Mortgage)- Detroit, MI
03.2021 - 04.2022
Gate Agent/Ramp Agent (Ready Reserve)
Delta Airlines, Romulus, MI
12.2016 - 09.2020
Campus Operations Coordinator
Univeristy of Phoenix
09.2016 - 09.2017
Master of Business Administration & Project Management -
Southern New Hampshire University
Bachelor of Arts-Psychology -
College of Liberal Arts & Science, Wayne State University
Diploma -
Cass Technical High School