Mickaylia Holter
Gillette,WY
Summary
Dynamic customer service professional with proven expertise at Synchrony, excelling in conflict resolution and relationship building. Recognized for enhancing client satisfaction and loyalty through empathetic complaint handling and effective communication. Proficient in data entry and Microsoft Office Suite, consistently exceeding performance metrics and fostering positive customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Synchrony
03.2024 - Current
- Maintained strict confidentiality of bank records and client information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Managed approximately 120 incoming calls during peak season. Averaging a talk time of 140 seconds each call.
Front Desk Receptionist
Marriot Hotel
06.2022 - 07.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Streamlined check-in processes, reducing wait times for guests.
- Assisted in coordination of company events, contributing to successful and well-organized functions.
- Confirmed appointments, communicated with clients, and updated client records.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Customer Service Representative
Alorica
05.2021 - 06.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
Customer Service Representative
Sutherland Global
09.2020 - 02.2021
- 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.
Education
High School Diploma
Skills
Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Follow-up skills
- Call management
- Scheduling
- Documentation
- Administrative support
- Microsoft Office Suite
- Payment processing
- Professional telephone demeanor
- Prioritization
- Data collection
- Quality control
- Live chat support
- Store maintenance
- Account updating
- Research
- Reading comprehension
Timeline
Customer Service Representative
Synchrony
03.2024 - Current
Front Desk Receptionist
Marriot Hotel
06.2022 - 07.2023
Customer Service Representative
Alorica
05.2021 - 06.2022
Customer Service Representative
Sutherland Global
09.2020 - 02.2021
High School Diploma
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