Miranda Willis
Florence,SC
Summary
Dynamic and adaptable professional with experience spanning education, customer service, IT support, and escalations management. Known for quickly mastering new environments, resolving complex issues with clarity, and maintaining calm under pressure. Skilled in communication, troubleshooting, conflict resolution, and guiding individuals through challenging situations. Brings a balanced blend of technical aptitude, service excellence, and people-centered problem‑solving to every role.
Overview
9
9
years of professional experience
Work History
Substitute Teacher
Kelly Educational Services
Florence, SC
10.2023 - Current
- Delivered effective instruction in diverse classrooms, adapting materials for various learning styles.
- Established and maintained a positive classroom environment to promote student engagement and participation.
- Implemented lesson plans and educational activities, ensuring alignment with curriculum standards.
- Managed classroom behavior using established protocols, fostering respectful interactions among students.
Customer Service Representative /Customer Service Escalation Specialist
TruGreen Lawn Services
Charlotte, NC
03.2021 - 10.2023
- Managed customer inquiries and resolved issues through effective communication and problem-solving skills.
- Developed and maintained strong relationships with clients to ensure satisfaction and retention.
- Trained new team members on company policies, procedures, and customer service best practices.
- Implemented process improvements that enhanced service delivery efficiency and reduced response times.
- Responded to customer requests for products, services, and company information.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
CVS Healthcare
Tucson, AZ
11.2019 - 09.2021
- Facilitated customer inquiries regarding insurance benefits and eligibility.
- Resolved billing discrepancies through effective communication with patients and internal teams.
- Enhanced customer satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Provided support during high-volume call periods, ensuring timely responses to customer needs.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
Customer Service Representative /IT Technical Support Specialist
SYKES
Kingstree, SC
07.2017 - 01.2019
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call center operations while ensuring quality service standards were met.
- Trained and mentored new team members on customer service protocols and company policies.
- Implemented process improvements to enhance customer satisfaction and reduce response times.
- Diagnosed and resolved network connectivity problems using various troubleshooting tools.
- Provided technical support for software and hardware issues, ensuring minimal downtime for users.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Led initiatives to streamline ticketing processes, improving response times by standardizing workflows.
- Conducted training sessions for staff on IT best practices and software applications.
Education
High School Diploma -
James Madison High Schoole
Norcross, GA07-2015
Skills
- Classroom management
- Adaptable
- Relationship building and management
- Student engagement
- Remote desktop support
- Operating system support
- Help desk support
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payment processing
- Appointment scheduling
Timeline
Substitute Teacher
Kelly Educational Services
10.2023 - Current
Customer Service Representative /Customer Service Escalation Specialist
TruGreen Lawn Services
03.2021 - 10.2023
Customer Service Representative
CVS Healthcare
11.2019 - 09.2021
Customer Service Representative /IT Technical Support Specialist
SYKES
07.2017 - 01.2019
High School Diploma -
James Madison High Schoole