MIKAIL RAGLAND
Arlington,TX
Summary
Dedicated to ensuring customer satisfaction through top-notch service and unwavering support. Skilled in implementing best practices and exploring various customer service solutions to meet diverse needs. Passionate about delivering exceptional experiences that leave a lasting impact on customers. Proficient in providing unparalleled support to enhance overall customer satisfaction levels.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Appointment Scheduler
Groundworks
Irving, TX
04.2024 - Current
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Handled complaints and questions, and re-directed calls to other team members.
- Set up appointments with interested customers according to schedule availability.
- Made average of Number outbound and inbound calls per day.
- Opened new accounts and documented personal, demographic, and payment information in system.
Customer Service Representative
Continuum
Irving, TX
02.2023 - 03.2024
- Handled inbound calls to schedule patient medication
- Getting prior authorization from insurance companies.
- Handling calls from nurses and doctors regarding patient PHI.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
American Airlines
Dallas, TX
08.2022 - 02.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Manager
CVS Pharmacy
Dallas, TX
09.2020 - 08.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
High School Diploma -
Arlington High School
Arlington, TX06.2018
Skills
- Conflict Resolution
- Complaint Handling
- Office Management
- Active Listening
- Critical Thinking
- Interviewing
- Negotiation
- Management
- Recruiting
- Customer Service
- Problem-solving abilities
- Customer satisfaction measurement
- Data Entry
- Call center experience
Certification
Driver's License
Timeline
Appointment Scheduler
Groundworks
04.2024 - Current
Customer Service Representative
Continuum
02.2023 - 03.2024
Customer Service Representative
American Airlines
08.2022 - 02.2023
Manager
CVS Pharmacy
09.2020 - 08.2022
High School Diploma -
Arlington High School