Mikalynn Ruiz
Customer Service Professional
Washington,District Of Columbia
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
ITCON Services
10.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
COVID Safety Screener
Munson Healthcare
10.2021 - 04.2022
- Provided assistance in managing health and safety programs aligned with industry standards.
- Removed trash and debris from work areas quickly to avoid accidents and maintain appearances.
- Adjusted plans based on changing building and product conditions, remaining on schedule while prioritizing tasks effectively.
- Cleaned administration and entrance equipment according to strict company specifications, closely monitoring chemical use for safety and efficiency.
- Maintained overall cleanliness of emergency room environment, collaborating closely with employees and supervisors to continuously meet needs.
Pre-K Teacher
Traverse City Public Schools
09.2019 - 06.2020
- Educated students in foundational concepts such as shapes, numbers and letters.
- Promoted physical, academic and social development by implementing diverse classroom and outside activities.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Monitored students' academic, social and emotional progress and recorded in individual files.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
Assistant Childcare Director
Kids Quest At Ameristar Casino
02.2019 - 08.2019
- Familiarized parents with center's policies, regulations, fees and curriculum.
- Engaged with parents and families to build positive relationships for children to thrive.
- Operated under licensing guidelines to protect health, safety and well-being of children.
- Managed program paperwork and child records to comply with state requirements.
- Evaluated staff and offered guidance to enhance knowledge, skills and professional development to optimize learning environment.
Administrative Assistant
Parkville Children's Cottage Montessori School
05.2017 - 08.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Coached new employees on administrative procedures, company policies and performance standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Technical Support Specialist
Convergys, AT&T
07.2013 - 03.2014
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Inbound Customer Service Agent
ADT Security
02.2011 - 06.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Emergency Dispatch Operator
ADT Security
11.2010 - 01.2011
- Answered multi-line phone systems, transferred calls and determined call priority while performing quick and efficient customer service.
- Reported alarm activity to subscribers' emergency contacts.
- Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
- Read system maps and caller information, and documented details in system.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Associate of Science - Healthcare, General Study
National American University
Kansas City, MOBachelor of Science - Organizational Leadership
Thomas Edison University
Trenton, NJ05.2026
Skills
- Report Preparation
- Business Development Understanding
- Microsoft PowerPoint
- Customer Relations
- Stocking and Replenishing
- Microsoft Excel
- Staff Training
- Account Management
- Microsoft Word
- Credit Card Payment Processing
- Professional Telephone Demeanor
- Administrative Support
- Typing Proficiency
- Google Docs
- POS Systems Expertise
- Critical Thinking
- Microsoft Outlook
- Billing Adjustments and Refunds
- Order Processing
- Understanding Customer Needs
- Refund Processing
- Multi-Line Phone Talent
- Data Evaluation
- Problem-Solving Ability
- Customer Relationship Management
- Conflict Resolution
- Technical Support
Timeline
Customer Service Representative
ITCON Services
10.2022 - Current
COVID Safety Screener
Munson Healthcare
10.2021 - 04.2022
Pre-K Teacher
Traverse City Public Schools
09.2019 - 06.2020
Assistant Childcare Director
Kids Quest At Ameristar Casino
02.2019 - 08.2019
Administrative Assistant
Parkville Children's Cottage Montessori School
05.2017 - 08.2018
Technical Support Specialist
Convergys, AT&T
07.2013 - 03.2014
Inbound Customer Service Agent
ADT Security
02.2011 - 06.2011
Emergency Dispatch Operator
ADT Security
11.2010 - 01.2011
Associate of Science - Healthcare, General Study
National American University
Bachelor of Science - Organizational Leadership
Thomas Edison University
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