MiKayla Burgess
Port Allegany ,PA
Summary
Proven leader at Zito Media, adept in customer service and problem-solving, enhanced team efficiency and customer satisfaction through innovative policy development and performance improvement strategies. Skilled in multitasking and organization, consistently delivered results by prioritizing client needs and fostering team growth.
Overview
9
9
years of professional experience
Work History
CSR Supervisor
Zito Media
03.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and implemented customer service policies and procedures.
- Promoted a positive work environment by fostering open communication among the CSR team members.
- Conducted regular performance reviews for continuous improvement of CSR team members.
- Collaborated with other department supervisors to identify opportunities for process improvements across the organization.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Locator
Zito Media
01.2022 - 03.2024
- Achieved high levels of customer satisfaction through effective communication and consistent delivery of accurate locates.
- Mitigated potential conflicts between multiple utility providers by proactively coordinating schedules and sharing information.
- Collaborated with construction crews for successful completion of projects while minimizing risk to underground assets.
- Managed workload effectively by prioritizing tasks based on urgency, complexity, and resource availability.
- Maintained accurate records of completed locates, ensuring timely updates and clear communication with stakeholders.
- Provided support during emergency situations requiring immediate locating services to prevent further damage or disruption.
Direct Support Professional
Partners In Progress
03.2019 - 01.2022
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Assisted disabled clients to support independence and well-being.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
Payment Processor
Haberberger Disposal
01.2015 - 08.2018
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
- Audited financial records periodically to identify potential areas for improvement in payment processing procedures.
- Streamlined payment processing by implementing efficient systems and organizational strategies.
Education
High School Diploma -
Port Allegany High School
Port Allegany, PA06.2014
Skills
- Sales Support
- Customer Service
- Problem-Solving
- Time Management
- Decision-Making
- Handling Escalations
- Positive and Constructive Feedback
- Delegating Work
- Multitasking and Organization
- Performance Improvement
- Goal Setting
- Handling Complaints
Timeline
CSR Supervisor
Zito Media
03.2024 - Current
Locator
Zito Media
01.2022 - 03.2024
Direct Support Professional
Partners In Progress
03.2019 - 01.2022
Payment Processor
Haberberger Disposal
01.2015 - 08.2018
High School Diploma -
Port Allegany High School
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