Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Assessments
Hashtags
Personal Information
Software
Work Availability
Work Preference
Timeline
Hi, I’m

Markayla Reese

Columbus,OH
Markayla Reese

Summary

Results-driven customer service representative with strong oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Demonstrates a service-oriented approach to enhancing customer experiences by understanding their desires and providing customized solutions that build loyalty. Dedicated professional with a proven track record in service delivery and multitasking. Committed to maintaining professional relationships to drive profitability and business results. Ensures exceptional service and unmatched support to guarantee customer satisfaction. Proficient in utilizing customer service best practices and adept at exploring effective solutions to address customer needs. Extensive experience in the customer service call center industry, with a solid team player mindset, outgoing demeanor, and the ability to establish rapport with clients. Highly motivated to contribute to company success while specializing in quality, speed, and process optimization. Articulate, energetic, and passionate about developing relationships, cultivating partnerships, and growing businesses.

Overview

13
years of professional experience
1
Certification

Work History

Massey's Pizza

Night Shift Manager
04.2011 - 04.2024

Job overview

  • Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
  • Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
  • Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
  • Prepared materials for following shift.
  • Provided first-rate service to all customers regardless of time or concern.
  • Oversaw restocking of supplies and other functions to prepare for daytime business.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.

Harte Hanks / HBOMAX

CSR - Customer Service Representative
09.2014 - 04.2018

Job overview

  • Took inbound calls, Assisted customers with HBO Max accounts and troubleshooting, Handled billing issues
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Teleperformance

Customer Care Representative
12.2012 - 12.2014

Job overview

  • Answered phones, Assisted customers with orders, Created case notes
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Logged call information and solutions provided into internal database.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Independence High School
Columbus, OH

High school or equivalent
06.2011

University Overview

Skills

  • Reporting Requirements
  • Employee Motivation
  • Workplace Safety
  • Cleaning procedures
  • Stock management
  • Team Supervision
  • Conflict Resolution
  • Workflow Management
  • Reporting skills
  • Customer Service
  • Bank Deposit Preparation
  • Complaint Handling
  • CRM Software
  • Call center experience
  • Call Management
  • Data Entry
  • Data Collection
  • Account updating
  • Recordkeeping strengths
  • Microsoft Excel
  • Microsoft Outlook
  • Documentation
  • Dispute Resolution
  • Money handling abilities
  • Order Processing
  • Research
  • Credit adjustments
  • Customer Relationship Management (CRM)

Accomplishments

Accomplishments
  • Supervised team of 10 staff members.
  • Documented and resolved customer complaints which led to customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Certification

Forklift Certification

Assessments

Assessments
  • Bartender Fit, Expert, 09/2020
  • Customer Focus & Orientation, Proficient, 10/2020
  • Customer focus & orientation, Highly Proficient, 08/2021

Hashtags

Hashtags
  • Motivated
  • Dedicated
  • StrongMinded
  • Strongwilled
  • Ambitous

Personal Information

Personal Information
Relocation: Anywhere

Software

CRM Software

Microsoft Office Suite

Typing

Data entry

Email communication

Chat applications

Helpdesk software

Call monitoring tools

Collaboration platforms

Ticketing systems

Database Management

Active listening

Dedication

Time management

Reliable & Trustwort

Basic Math

Interpersonal & Written Communications

Professional Communication

Good Work Ethic

Flexible Schedule

People Skil

Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Flexible work hoursPaid time offWork from home optionPaid sick leaveHealthcare benefitsCareer advancementPersonal development programs

Timeline

CSR - Customer Service Representative
Harte Hanks / HBOMAX
09.2014 - 04.2018
Customer Care Representative
Teleperformance
12.2012 - 12.2014
Night Shift Manager
Massey's Pizza
04.2011 - 04.2024
Independence High School
High school or equivalent
Forklift Certification
Markayla Reese