MIKAYLA LANIER
PENSACOLA
Summary
Customer Service Representative with a strong background in resolving complex inquiries and streamlining support processes. Demonstrates expertise in conflict resolution, adaptability, and CRM software, enhancing client satisfaction and retention. Committed to leveraging problem-solving and team collaboration skills to drive efficiency and improve customer engagement.
Overview
3
3
years of professional experience
Work History
Correctional Officer Trainee
Santa Rosa Correctional Institution
04.2025 - Current
- Supervised inmate activities to ensure safety, security, and compliance with facility rules and regulations.
- Conducted regular head counts, inspections, and security checks to maintain order and prevent disturbances.
- Enforced rules and responded to incidents, including emergencies, conflicts, or policy violations.
Psychiatric Technician
Baptist Behavioral Health
11.2024 - 03.2025
- Supervised inmate activities to ensure safety, security, and compliance with facility rules and regulations.
- Conducted regular head counts, inspections, and security checks to maintain order and prevent disturbances.
- Enforced rules and responded to incidents, including emergencies, conflicts, or policy violations.
Customer Service Representative
Concentrix
06.2024 - 11.2024
- Delivered exceptional customer support at Concentrix, resolving complex inquiries and enhancing client satisfaction through personalized solutions
- Resolved complex customer inquiries at Concentrix, implementing personalized solutions that measurably improved client satisfaction and retention rates
- Streamlined customer support processes, reducing average call handling time while maintaining high-quality service standards
- Proposed and implemented creative solutions to recurring customer issues, leading to a notable decrease in repeat calls and increased efficiency
Member Service Representative
Navy Federal Credit Union
02.2023 - 12.2023
- Fostered member relationships, resolved inquiries, and processed transactions efficiently
- Collaborated with team to enhance service quality and member satisfaction
- Provided empathetic support to members, addressing financial concerns and offering tailored solutions
- Ensured smooth onboarding for new credit union members
Education
HIGH SCHOOL DIPLOMA -
West Florida High School Of Advanced Technology
Pensacola, FL05.2020
Skills
- Conflict Resolution
- Time Management
- Problem Solving
- Adaptability
- Sales Techniques
- Team Collaboration
- Customer Engagement
- CRM Software
- Empathy
- Multitasking
Timeline
Correctional Officer Trainee
Santa Rosa Correctional Institution
04.2025 - Current
Psychiatric Technician
Baptist Behavioral Health
11.2024 - 03.2025
Customer Service Representative
Concentrix
06.2024 - 11.2024
Member Service Representative
Navy Federal Credit Union
02.2023 - 12.2023
HIGH SCHOOL DIPLOMA -
West Florida High School Of Advanced Technology
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