Mikala Nance

• Managed my own workload of client and customer case work

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Collaborated with team members to create a positive work environment and improve overall customer experience.
• Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.

• Aided in the development and delivery of training materials for our newest team members.

• Lead the development of external and internal client FAQs.

• Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
• Led training sessions for new employees on proper telephone etiquette, technical troubleshooting protocols, and other essential skills needed for success in their roles as Customer Experience Specialists.

• Managing the workflow of their employees, creating team schedules and delegating tasks.
• Assessing the work performance of their employees and identifying areas that need improvement.
• Ensuring that business goals, deadlines and performance standards are met.
• Setting goals for workers and making sure they comply with the company's plans and vision.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.