Mikniqua Bonam Hillman
Adelanto,CA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
United States Air Force
04.2014 - 12.2023
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
Bachelor of Science - Human Resources Management
Park University
Kansas City, MOSkills
- Workflow Management
- Training and mentoring
- Report Preparation
- Project Management
- Quality Assurance
- Call Center Operations
- Customer Relations
- Administrative Support
- Conflict Management
Timeline
Customer Service Manager
United States Air Force
04.2014 - 12.2023
Bachelor of Science - Human Resources Management
Park University
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