McKinley Outzen
South Salt Lake City,UT
Summary
My objective is to secure a position that aligns with my skill set and offers ample opportunities for growth and advancement. I am eager to leverage my talents to contribute to the success of the organization while also enhancing my own professional development. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
5
5
years of professional experience
Work History
Customer Service and Engagement Specialist
Discover Financial
11.2018 - 01.2024
- Handled a fast-paced inbound phone environment and provided services such as accepting payments, changing account information, troubleshooting online accounts, ensuring security vigilance, and protecting customer information
- Maintained high-performance metrics and consistently achieved a customer satisfaction and performance percentage of 94% or higher.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
HIGH SCHOOL GRADUATE -
HILL CREST HIGH
Salt Lake City, UT05.2016
Skills
- I possess considerable experience in utilizing Windows 10 operating system alongside various applications such as Excel, Outlook, and Microsoft Teams My aptitude in Business-to-Consumer (B2C) operations and ticket tracking, coupled with data entry expertise further enhances my proficiency in the aforementioned platforms Additionally, I have acquired an adept skill set in sales and customer service, both in-person and over the phone My ability to manage time efficiently and effectively, while thriving in a fast-paced environment, is a testament to my capability I excel in team-oriented settings, as well as dynamic and fast-paced work environments I am confident in my ability to work remotely while maintaining high-quality output
- Customer Relations
- Expert Problem Solving
- Quality Assurance
- Expert in Microsoft Office tools and Teams
- Excellent Communication
- Written Communication
- Organizational Skills
- Relationship Building
- Team building
- Data Analysis
Timeline
Customer Service and Engagement Specialist
Discover Financial
11.2018 - 01.2024
HIGH SCHOOL GRADUATE -
HILL CREST HIGH