Mi'Kayla McBride

• Managed high-stressful situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Manages approximately 50-80 incoming calls, emails and faxes per day
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Served as the first point of contact for clients, managing inquiries, scheduling, and administrative tasks.
• Maintained a calm, courteous demeanor while handling high-volume calls and walk-ins.
• Ensured accuracy in data entry, insurance verification, and confidential documentation.
• Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
• Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

• Contact delinquent customers to determine payment barriers and negotiate viable repayment options.
• Meet and exceed performance metrics including call volume, resolution time, and customer satisfaction.
• Maintain detailed, confidential records of all customer interactions and decisions in CRM system.
• Communicate professionally and empathetically to de-escalate conflicts and support financial wellness.
• Coordinate with internal teams and follow strict compliance guidelines to avoid repossession when possible.
• Delivered exceptional service to customers via phone, email, and live chat, resolving inquiries and concerns efficiently and professionally.
• Maintained an average customer satisfaction rating of 95% by providing timely, empathetic support and clear communication.
  

• Mentored junior team members, fostering professional growth and development within the department.

• Answer all troubleshoot questions and assist customers with troubleshooting equipment.

• Answer billing questions.

• Educate customers in new equipment and features

• Train new hires

• Oversee multiple teams

• Review and report the team and individual numbers

• Developed comprehensive training materials to improve team knowledge and performance in various areas of customer support.