Summary
Overview
Work History
Education
Skills
Timeline
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Millicent Troy

Millicent Troy

Fayetteville,North Carolina

Summary

Initiative-taking military veterans and customer service professionals with over 20 years of experience in administration, accounts management, and customer service. I am also a driven customer service professional with proven experience in providing high-quality customer service and achieving sales targets. Possesses strong interpersonal and communication skills to collaborate with cross-functional teams effectively. Adept at analyzing sales trends and customer preferences to optimize sales strategies and seeking to leverage my expertise in customer/sales support to drive revenue growth and enhance customer satisfaction in a dynamic and challenging environment.

Overview

10
10
years of professional experience

Work History

Move Coordinator/Customer Support

Home Safe Alliance
11.2024 - 06.2025
  • Ensure first-call resolution by solving problems effectively through calls, emails, chats, and texts.
  • Counsel customers on their entitlements regarding their moves. Exhibit a patient and stable work style, handling repetitive tasks consistently.
  • Provide accurate updates on the status of customer moves at designated points and troubleshoot customer issues related to the Home Safe Connect Application.
  • Complete outbound communications with customers and business partners.
  • Resolve inquiries and concerns from customers, agents, or military bases promptly.

Sales Support Specialist

Panasonic North America
06.2023 - 05.2024
  • The main point of contact for the sales teams is to assist with order processing and fulfillment. Such as confirming accounts to use and submitting new account paperwork as needed, checking availability, providing ETA, coordinating IFT, Credits, Debits, and RMAs, working with the credit team to ensure orders are released to support the Pro Video product line. Chargeback or program credits
  • Work with the sales and product team to coordinate manual allocation - short supply products - for the Pro Video product line.
  • Run monthly INCO Terms and ROG audit reports and gather supporting documentation to submit to finance.

Scheduler

Davita/Renal
05.2022 - 09.2022
  • Developed and maintained strong relationships with healthcare professionals and businesses.
  • Provided staff members with access to two hundred scheduled appointments through Siebel.
  • Received email and phone calls that required coordination with patients and healthcare professionals.
  • Responded professionally, promptly, and courteously to inbound calls, e-mails, and faxed referrals and/or requests for scheduling requests.
  • Requested placement and/or responding to inquiries regarding scheduling options via outbound calls, e-mail, and/or other designated contacts.

Coordinator

Educational Testing Services
05.2021 - 05.2022
  • Conferred with customers by telephone or in-person to provide information about products or services, took or entered orders, canceled accounts, or obtained details of complaints.
  • Reviewed claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Checked to ensure that appropriate changes are made to resolve customers' problems.
  • Maintained records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as actions taken.

Scheduler/Customer Service Specialist

Robert Half
10.2020 - 02.2021
  • Spoke with customers over the phone to schedule, advise, and follow up on appointments.
  • Email reminders to customers or clients when appropriate.
  • Added, canceled, or made changes to appointments in the organization's schedule.
  • Resolved appointment conflicts for staff, customers, and clients.

Business Process Representative

Randstad
06.2020 - 10.2020
  • We partnered with our clients via telecommunication to assist with varying inquiries.
  • Provided each investor with a world-class customer experience with warmth, energy, and knowledge.
  • Ensured all aspects of the company records were accessible, traceable, verified, accurate, and complete.
  • Executed foundational requests while developing investment acumen and communication skills.
  • Lead with empathy and a solution-oriented mindset to aid clients in understanding foundational needs regarding their accounts.

Customer Service Representative

LabCorp, Green Resources
11.2017 - 04.2018
  • Increased customer retention by 15% and added new customers to increase company production by 20%.
  • Tailored communication to better meet customer needs in an efficient and exemplary manner via phone or email.
  • Served as a liaison between LabCorp and its customers; provided help with inquiries and complaints.

Service Dispatcher

MSE Corporate Security
01.2015 - 10.2016
  • Managed over one hundred work orders a day, dispatched to nine technicians in the Northeast region (which consisted of PA, NJ).
  • Maintained open communication channels with all supervisors to help resolve all work-related issues.
  • Estimated workforce and equipment requirements to complete the specific work order.
  • Tracked and submitted work hours for employees to the payroll department.

Education

Associate of Science degree - Health Information Technology

Devry University
Downers Grove, IL

Honorable Discharge - Army Commendation Medal Army Achievement Medals

United States Army

Skills

  • Proficient in CRM systems
  • Effective problem-solving skills

Timeline

Move Coordinator/Customer Support

Home Safe Alliance
11.2024 - 06.2025

Sales Support Specialist

Panasonic North America
06.2023 - 05.2024

Scheduler

Davita/Renal
05.2022 - 09.2022

Coordinator

Educational Testing Services
05.2021 - 05.2022

Scheduler/Customer Service Specialist

Robert Half
10.2020 - 02.2021

Business Process Representative

Randstad
06.2020 - 10.2020

Customer Service Representative

LabCorp, Green Resources
11.2017 - 04.2018

Service Dispatcher

MSE Corporate Security
01.2015 - 10.2016

Honorable Discharge - Army Commendation Medal Army Achievement Medals

United States Army

Associate of Science degree - Health Information Technology

Devry University

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