Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mirah Head

Pensacola,FL

Summary

Innovative Call Center Representative with 7+ years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.

Overview

9
9
years of professional experience

Work History

Inbound Customer Service Representative

Travel + Leisure Co.
Remote, Florida
01.2022 - Current
  • Branded products through effective salesmanship and maintained long-term relationships with Owners.
  • Educated Owners on their current timeshare and answered any questions they may have had.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Contact Tracer

Aerotek
Remote, Florida
06.2020 - 08.2021
  • Collected and documented information into CRM system.
  • Quarterly training on HIPAA and Privacy Act.
  • Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
  • Helped vulnerable individuals navigate complex healthcare system.
  • Targeted specific community groups with disease management information.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Scheduled eligible Patients for Corona-virus Vaccination while displaying exuberant and empathetic personality towards their affairs.
  • Maintained ongoing virtual communication to monitor symptoms
  • Carried out day-day-day duties accurately and efficiently.

Brand Ambassador

Southern Rental And Real Estate
Perdido Key, Florida
02.2019 - 03.2020
  • Communicated product information with confidence and educated consumers about company.
  • Used multiple platforms to provide quality service to customers and associates inquiring about availability, rates and description of local area.
  • Showed understanding of customer's personal style and preferences when offering product advice.
  • Able to research answers to strenuous queries and present customers with solutions that completes customer satisfaction and recurring business.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Worked closely with front desk to achieve full occupancy of property.

Customer Service Associate

ResortQuest By Wyndham Vacation Rentals
Fort Walton Beach, FL
04.2018 - 02.2019
  • Created rapport with future and in-house guests
  • Arranged travel accommodations for groups, couples, executives and special needs clients.
  • Analyze all guest and travel agent requirements through telephone and emails and recommend suitable options for all customers and assist to confirm all reservations.
  • Informed customers about special promotions and provided detailed information for various products.
  • Made outbound calls to guests that I spoke with before who seemed interested in booking.
  • Was apart of After Hours emergency for our properties. I would assist guests with troubleshooting and try to resolve it in one call.

Member Service Representative

Navy Federal Credit Union
Pensacola, FL
03.2017 - 04.2018
  • Opened, closed and updated accounts for customers.
  • Completed voluntary Customer Service training to learn ways to enhance customer satisfaction and productivity.
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
  • Managed high-volume workload within deadline driven environment.
  • Handled customer inquiries, complaints, billing questions and payment extension/service requests.
  • Calmed angry callers, repair trust, locate resources for problem resolution and design best-opt solutions.

Cashier

Krystal Restaurant
Fort Walton Beach, FL
01.2010 - 12.2013
  • Demonstrated ability to establish new clientele as well as build and maintain long term business relationships.
  • Committed to assistance and support of others while maintaining cheerful and helpful attune.
  • Dealt tactually and effectively with difficult customers to obtain win/win outcome.
  • Trained, Interpreted, and communicated work procedures and company policies to new and existing staff to ensure all safety regulations and other mandates are being followed.
  • Made recommendations to management concerning staff productivity and improvement of customer service procedures.
  • Answered questions of customers regarding services and procedures.
  • Maintained cleanliness of restaurant by sweeping and mopping floor and disinfecting utensils.
  • Prepared and maintained fresh, hot products

Education

GED -

Santa Rosa Adult School
Milton, FL
11.2016

Skills

  • Upselling Products and Services
  • Microsoft Outlook
  • Microsoft Excel
  • Financial Services
  • Customer Data Confidentiality
  • SharePoint
  • HIPAA
  • Calm and Professional Under Pressure
  • Customer Account Management
  • Strong ability to Multi-task
  • CRM Software
  • Patient and Empathetic

Accomplishments

    • Post call surveys were always in the high 90’s for Efficiency, Courtesy, and Knowledge.
    • Received more than 4 Supervisor Distinctions monthly. Each with an
    award/certificate.
    • Reimbursed less than $200 in Return Fees monthly being the lowest on my team.
    • Helped a large volume of 80+ members every day with a positive attitude and
    focused on customer achievement.
    • Consistently won the “Text” Certificate for 5 months straight in solving Customer
    issues in a timely manner.
    • Maintained an ACH below 35 seconds.
    • Received 100% QA calls during Training.

Timeline

Inbound Customer Service Representative

Travel + Leisure Co.
01.2022 - Current

Contact Tracer

Aerotek
06.2020 - 08.2021

Brand Ambassador

Southern Rental And Real Estate
02.2019 - 03.2020

Customer Service Associate

ResortQuest By Wyndham Vacation Rentals
04.2018 - 02.2019

Member Service Representative

Navy Federal Credit Union
03.2017 - 04.2018

Cashier

Krystal Restaurant
01.2010 - 12.2013

GED -

Santa Rosa Adult School

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Mirah Head