Mikiesha Brown
Columbia,US
Summary
Customer Service Professional with over 15 years of experience, excelling in service delivery and fostering strong client relationships to enhance profitability. Proficient in Microsoft Word and Excel, regulatory compliance, and staff training, with a focus on problem-solving and account management. Committed to driving business results through innovative solutions and exceptional customer support, aiming to inspire lasting satisfaction and trust. Results-driven professional prepared to excel in consumer relations. Expertise in addressing customer concerns and implementing effective solutions. Strong focus on team collaboration and achieving results, coupled with adaptability and reliability. Skilled in conflict resolution and customer engagement.
Overview
15
15
years of professional experience
Work History
Loan Consumer Specialist
Heights Finance
12.2024 - Current
- Assisted clients with loan applications to improve approval rates and enhance financial understanding. Analyzed loan submissions to increase accuracy and decrease processing time. Collaborated with team members to improve loan processing efficiency, resulting in quicker client service. Addressed client inquiries to boost satisfaction and retention. Educated clients on financial products to promote informed decision-making.
- Analyzed consumer needs to enhance product offerings and improve customer satisfaction.
- Developed training materials for team members to ensure consistent service delivery.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Maintained accurate records of customer interactions, enabling targeted follow-up communications for nurturing relationships further.
- Provided exceptional customer support, resulting in increased positive reviews and brand reputation.
- Educated customers about product features and benefits, leading to informed purchasing decisions.
- Managed customer returns and exchanges efficiently, ensuring a smooth transaction process for the clients.
Registration Coordinator
Forrest General Hospital
07.2023 - 12.2024
- Facilitated efficient patient registration by streamlining processes. Collaborated with departments to resolve registration issues, enhancing patient satisfaction. Supported compliance with hospital standards by implementing data entry protocols.
- Implemented scheduling systems to optimize appointment management.
- Coordinated patient registration processes to enhance workflow efficiency.
- Monitored data accuracy in patient records and registration forms.
- Developed strategies to improve patient experience during registration.
Trainer Supervisor
Teleperformance
09.2019 - 07.2023
- Directed team initiatives to enhance workflow efficiency, effectively resolving customer issues and adapting policies. Managed customer complaint resolution to ensure satisfaction and adherence to company policies. Oversaw employee evaluations and coaching programs to elevate performance and skill development.
- Designed and delivered training programs enhancing employee performance and knowledge retention.
- Developed assessment tools to evaluate trainee progress and learning outcomes effectively.
- Mentored junior trainers, providing guidance on best practices and instructional techniques.
- Leveraged Learning Management Systems to track training participation and effectiveness metrics.
Training Supervisor
SaviLinx
01.2018 - 09.2019
- Directed training initiatives for new hires to optimize skill application and performance. Communicated policy updates to staff, fostering compliance and operational efficiency. Partnered with leadership to assess training needs, resulting in increased team productivity.
- Developed training programs to enhance employee skills and operational efficiency.
- Facilitated onboarding processes for new hires, ensuring compliance with company standards.
- Mentored team members on best practices and performance improvement strategies.
- Analyzed training effectiveness through feedback and assessments, driving continuous enhancements.
- Collaborated with management to identify training needs aligned with organizational goals.
- Implemented innovative training techniques using technology to engage learners effectively.
- Evaluated training materials regularly, updating content to reflect industry standards and practices.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Coordinated cross-functional workshops to promote teamwork and knowledge sharing among departments.
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Updated employees with latest policies, procedures and compliance standards.
- Partnered with HR teams to align talent development initiatives with organizational goals, fostering a workforce equipped for success in a competitive market landscape.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
Customer Service Representative
Check Now
08.2010 - 01.2018
- Achieved high customer satisfaction by resolving issues efficiently and enhancing retention. Delivered effective management of high-volume call center operations, maintaining consistent response times and thorough documentation. Enhanced customer relationships through personalized support tailored to diverse needs. Improved response efficiency by streamlining call handling processes while ensuring comprehensive issue resolution. Boosted department performance by fostering positive team dynamics through knowledge sharing and support during peak call periods.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new representatives to ensure adherence to company policies and procedures.
- Managed customer accounts, ensuring accurate updates and timely responses to service requests.
- Developed comprehensive knowledge of products and services to provide tailored support to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Pearl River Community College
Hattiesburg, MS05.2008
Skills
- Complaint handling
- E-commerce management
- Customer segmentation
- Cross-selling and upselling
- Promotions and discounts
- CRM software proficiency
- Client onboarding
- Consumer education
- Privacy and security compliance
- Customer satisfaction surveys
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Excellent communication
Timeline
Loan Consumer Specialist
Heights Finance
12.2024 - Current
Registration Coordinator
Forrest General Hospital
07.2023 - 12.2024
Trainer Supervisor
Teleperformance
09.2019 - 07.2023
Training Supervisor
SaviLinx
01.2018 - 09.2019
Customer Service Representative
Check Now
08.2010 - 01.2018
High School Diploma -
Pearl River Community College