Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic
Mia Chandler

Mia Chandler

Newnan

Summary

Experienced Customer Service Specialist with 8 years of success in customer-facing roles. Adept at managing inquiries and enhancing the customer experience through effective communication and problem-solving. Skilled in utilizing multiple CRM tools and working with technology. Strong passion for providing quality customer support and advocating for customer needs.

Overview

9
9
years of professional experience

Work History

CX Representative III

AKKO Insurance Services LLC
08.2022 - Current
  • Working closely with current and prospective customers to provide them an amazing experience with our brand
  • Overseeing customer inquiries, using data and tools to enhance automation, and optimize the customer experience
  • Providing product/service information and answering pre-registration questions
  • Assisting AKKO's current and new members with account activation, answering questions regarding any issues, and helping members navigate AKKO's platform
  • Utilizing Slack as the primary platform for core team and company-wide communications
  • Helping new and existing customers by providing support in Intercom via chat, email or phone within defined SLAs
  • Managing customer accounts in Retool & Stripe
  • Leveraging customer interactions to provide actionable customer insights to influence and improve our platform and services
  • Documenting customer inquiries and concerns and using applicable customer satisfaction tools to resolve customer issues
  • Spotting emerging trends as they arise by being familiar with all customer feedback
  • Processing claims In Freshdesk following AKKO's claim approval guide

Customer Service Advisor

Lovehoney Group
04.2021 - 07.2022
  • Handled customer enquiries, processed tickets and assisted customers via email, live chat or phone through Salesforce
  • Assisted customers with making purchasing decisions and provided knowledge about different products and services
  • Processed payments over the phone using the PCI payment tool
  • Processed admin tickets for suspended orders such as Address Problems, Blacklist emails, Stock Problems, etc
  • Raised investigations with delivery service partners for DNR's and Lost Parcels
  • Thoroughly notated customer accounts and orders after every interaction
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Responded to customer requests for products, services, and company information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Wireless Sales Lead

Sprint (PG Wireless)
07.2019 - 04.2021
  • Provided world class customer service experiences and results
  • Initiated daily team huddles to discuss current promos, goals and sells pitches
  • Ensured that all sales associates successfully completed all Sprint Star Trainings
  • Reported daily/weekly/monthly sales results to PGW management
  • Performed daily inventory counts and sent reports to PGW management
  • Performed daily opening/closing duties
  • Ensured store is CPNI compliant at all times
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Increased sales team productivity by implementing strategic customer engagement tactics.
  • Enhanced customer satisfaction with personalized follow-up strategies.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Wireless Sales Leader

Metro by T-Mobile (Pcs Partners)
10.2018 - 07.2019
  • Greeted customers and met them out on the sales floor
  • Asked open-ended questions and actively listened to explore customer needs
  • Stayed up-to-date on the latest wireless technology advancements to better serve customers'' needs.
  • Launched in-store promotions in coordination with regional marketing initiatives which drove increased foot traffic.
  • Organized employee training sessions focusing on product knowledge enhancement.
  • Analyzed daily sales reports to identify areas of opportunity for improvement within the store.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.

Wireless Sales Professional

Metropcs (ATOZ Wireless)
11.2017 - 09.2018
  • Greeted customers and met them out on the sales floor
  • Asked open-ended questions and actively listened to explore customer need and recommend products
  • Prepared sales floor with demo and live displays
  • Transferred accessories to affiliate stores
  • Modeled professionalism while working with team members to deliver results.
  • Evaluated consumer wireless usage and detailed current promotions and services to fit needs.
  • Consistently met and exceed sales quota month after month.
  • Remained up-to-date on both Apple and Android wireless devices in order to promote latest technology.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Provided exceptional services and pleasant shopping experiences to retail customers.

Crew Trainer

McDonald's (Dmor INC)
01.2017 - 10.2017
  • Prepared a variety of foods according to customer order or supervisor instructions; following policy and procedures
  • Built loyal clientele through friendly interactions and consistent assurance of receiving best quality food service
  • Trained new recruits in customer service, food safety, and performance requirements.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.
  • Set positive example for team members by providing high-quality, efficient service.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Documented training and progress on database to enable tracking history and maintain accurate records.
  • Conducted hands-on demonstrations to teach new recruits proper use of equipment, enhancing safety and efficiency.

Retail Sales Associate

Things Remembered at The Avenues Mall
07.2016 - 01.2017
  • Greeted customers and helped with product questions, selections, and purchases.
  • Created orders for Engraving & Embroidering
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Answered questions about store policies and addressed customer concerns.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
  • Managed cash register, ensuring accurate transactions and safeguarding against losses.

Education

Diploma -

Boynton Beach High School
Boynton Beach, FL
05.2016

Skills

  • Adaptability & Quick Learning
  • Training & Coaching
  • CRM Software Proficiency
  • Live Chat & Email Support
  • Phone Support Etiquette
  • Technical Troubleshooting
  • Remote Collaboration Tools
  • Customer Satisfaction
  • Ticket Management
  • Conflict Resolution & De-escalation
  • Support Metrics & KPIs
  • Claims Evaluation

Awards

MVP (Employee of the Month), Dmor INC McDonald's Store 103rd 6521, 02/01/17

Timeline

CX Representative III

AKKO Insurance Services LLC
08.2022 - Current

Customer Service Advisor

Lovehoney Group
04.2021 - 07.2022

Wireless Sales Lead

Sprint (PG Wireless)
07.2019 - 04.2021

Wireless Sales Leader

Metro by T-Mobile (Pcs Partners)
10.2018 - 07.2019

Wireless Sales Professional

Metropcs (ATOZ Wireless)
11.2017 - 09.2018

Crew Trainer

McDonald's (Dmor INC)
01.2017 - 10.2017

Retail Sales Associate

Things Remembered at The Avenues Mall
07.2016 - 01.2017

Diploma -

Boynton Beach High School

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Mia Chandler