Mila Massengill
Clarksville,TN
Summary
Customer Manager offering 4-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
8
8
years of professional experience
Work History
Customer Account Specialist
Abbott Laboratories
05.2020 - Current
- Evaluated customers' potential needs to make appropriate recommendations.
- Communicated with approximately 50 clients daily to understand needs and explain product value.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Monitored and tracked inventory to achieve prompt order fulfillment.
- Responded to customer inquiries and provided detailed account information.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Utilized procurement tools to manage quote process, invoicing, order entry and receiving.
Customer Support Specialist (Seasonal)
Alorica
10.2019 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Created user accounts and assigned permissions.
- Responded to customer requests for products, services, and company information.
Customer Service Team Leader
Publix
03.2016 - 10.2019
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Education
Associate's in General Studies -
Chattahoochee Valley Community College
Skills
- Client Retention Strategies
- Industry Expertise
- Recordkeeping abilities
- Client Engagement
- Billing resolutions
- Collaborative Teamwork
- CRM proficiency
- Client Relationship Building
Accomplishments
- Collaborated with team of sales representatives to improve service levels and internal processes, resulting in a 20% increase in repeat business and 15% increase in customer satisfaction scores.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Held highest survey scores for the past two years, exceeding company average.
Timeline
Customer Account Specialist
Abbott Laboratories
05.2020 - Current
Customer Support Specialist (Seasonal)
Alorica
10.2019 - 11.2023
Customer Service Team Leader
Publix
03.2016 - 10.2019
Associate's in General Studies -
Chattahoochee Valley Community College