MIRACLE WOKO
McDonough,GA
Summary
Customer service expert with a history of exceeding 90% customer satisfaction and reducing repeat contacts by 30%. Proficient in high-volume call management and CRM platform utilization to enhance first-call resolution. Dedicated to implementing process improvements for optimal customer service delivery.
Overview
8
8
years of professional experience
Work History
Inbound Customer Service Representative
HearingLife
12.2022 - 08.2025
- Managed 70–90 inbound calls daily with professionalism and empathy.
- Educated clients on hearing aid features and usage guidelines.
- Identified consumer needs and researched issues to provide tailored solutions.
- Achieved over 90% customer satisfaction through effective issue resolution.
- Improved first-call resolution rates by addressing customer concerns directly, minimizing escalations.
- Documented interactions using Genesys Cloud CRM for accurate records.
- Identified trends to contribute to continuous process improvements.
- Trained new hires and facilitated onboarding to ensure smooth integration into the team.
- Received awards for customer service excellence and positive attitude.
Customer Service Representative
BlueX Recruiters
11.2020 - 12.2022
- Maintained high CSAT scores of 90–95% while managing 60–80 daily customer interactions.
- Resolved billing and product issues promptly, enhancing overall customer experience.
- Identified key issues to reduce repeat contacts by 30%.
- Utilized Zendesk and Salesforce to manage tickets, ensuring compliance with SLAs.
- Trained new hires to maintain high service standards and improve team performance.
Certified Nursing Assistant
Providence Horizon House
01.2018 - 12.2020
- Assisted residents with daily living activities and personal care tasks, enhancing their comfort and dignity.
- Delivered patient-centered care and support
- Monitored vital signs and promptly reported changes to nursing staff, ensuring timely interventions.
- Maintained accurate documentation and communication
- Documented patient information accurately in electronic health records system.
- Ensured compliance with safety protocols
- Maintained clean and safe environment for residents at Providence Horizon House, promoting health and wellbeing.
- Observed and reported unusual symptoms and changes to charge nurse.
Education
High School Diploma -
Service High School
Anchorage, AKCertified Nursing Assistant -
Alaska Job Corps Center
Anchorage, AKFirst Aid & BLS Certified -
Cisco College
Fort Worth, TXPersonal Care Assistant Certified -
Alaska Job Corps Center
Anchorage, AKSkills
- Customer support
- Call handling
- Ticket management
- Customer retention
- CRM systems (Genesys Cloud, Zendesk, Salesforce)
- SLA and KPI tracking
- Workflow optimization
- Training and onboarding
- Conflict resolution
Timeline
Inbound Customer Service Representative
HearingLife
12.2022 - 08.2025
Customer Service Representative
BlueX Recruiters
11.2020 - 12.2022
Certified Nursing Assistant
Providence Horizon House
01.2018 - 12.2020
High School Diploma -
Service High School
Certified Nursing Assistant -
Alaska Job Corps Center
First Aid & BLS Certified -
Cisco College
Personal Care Assistant Certified -
Alaska Job Corps Center