Mikaylah Washington
Westland,MI
Summary
Dynamic customer service professional with a proven track record at State Farm, excelling in dispute resolution and customer relations. Recognized for enhancing customer satisfaction and consistently exceeding performance metrics. Proficient in CRM software and adept at critical thinking, driving loyalty and repeat business through effective communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Concentrix
Farmington, MI
07.2024 - Current
- 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.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Store Manager
Macys Department Store
Novi, MI
01.2024 - 07.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Assisted with hiring, training and mentoring new staff members.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Mobile Security Officer
City Shield Security Services
Warren, MI
02.2023 - 04.2024
- Enhanced mobile security by conducting thorough vehicle and foot patrols in designated areas.
- Served as an ambassador for company values, consistently demonstrating professionalism in all interactions with clients, colleagues, and the public.
- Continuously updated knowledge of industry trends and advancements through ongoing professional development opportunities.
- Improved response times to emergencies by maintaining effective communication with dispatch centers.
- Conducted regular inspections of security systems, ensuring optimal performance and timely repairs as needed.
Customer Service Representative
State Farm
Livonia, MI
03.2022 - 11.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Sales Representative
AT&T
West Bloomfield, MI
05.2021 - 03.2022
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Streamlined sales process, reducing time from lead to close.
Security Officer
American Heritage Protective Services Inc.
Sterling Heights, MI
01.2020 - 11.2021
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Education
Farmington High School
Farmington, MISkills
- Critical thinking
- Data entry
- Customer service
- Call center experience
- Computer proficiency
- Customer relations
- Microsoft Excel
- Microsoft outlook
- Call management
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- De-escalation techniques
- Dispute resolution
- Assertiveness
- Account management
Timeline
Customer Service Representative
Concentrix
07.2024 - Current
Store Manager
Macys Department Store
01.2024 - 07.2024
Mobile Security Officer
City Shield Security Services
02.2023 - 04.2024
Customer Service Representative
State Farm
03.2022 - 11.2022
Sales Representative
AT&T
05.2021 - 03.2022
Security Officer
American Heritage Protective Services Inc.
01.2020 - 11.2021
Farmington High School