MIRICLE MCCOWAN
Capitol Heights,MD
Summary
Dedicated and goal-oriented call center agent with 6+ years of experience delivering exceptional customer service and consistently exceeding performance metrics. Skilled in problem-solving, communication, and building rapport with customers and team members. Proven ability to mentor colleagues, take initiative in resolving escalated issues, and contribute to process improvements. Seeking a supervisory role to leverage my expertise in customer relations and leadership potential to drive team success and operational excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Reservation Agent
Transdev
New Carrollton, MD
06.2024 - Current
- Resolved guest complaints by providing exceptional customer service.
- Offered personalized recommendations based on clients preferences.
- Answer passenger calls in a timely manner and minimize hold times
- Collect all necessary trip information within the designated response time
- Provide information to current customers on passenger safety and guidelines for using the paratransit service effectively and answer questions related to booking their trips
- Complete data entry of passenger details for specific trip requests, negotiate requested times and provide fare information
- Provide follow-up calls to passengers as required by the service needs
- Process and communicate passenger advance cancellations in a timely manner
- Maintain adherence to attendance policy
- Responsible for influencing positive employee morale and quality customer service
- Maintain a 100% rating for quality assurance to insure customer satisfaction
Hair Stylist
PROFESSIONAL HAIR SERVICES
Washington, DC
11.2018 - Current
- Created a professional brand using social media platforms
- Established a strong relationship with my client base to generate long term business
- Created clients a catalog showcasing hairstyle options
- Offered and performed in-home services for clients
- Educated customers on product uses and benefits
- Provided styling, coloring, braiding, weaving services, cut consultations,, and hair relaxing services
- Sanitized tools, restocked supplies, and maintained a clean salon space
- Distributed business cards to generate new business
- Counted and documented opening and closing cash amounts daily
- Consistently increased annual revenue month to month
Reservationist/Call Center
MV TRANSPORTATION
New Carrollton, MD
04.2023 - 06.2024
- Answer passenger calls in a timely manner and minimize hold times
- Collect all necessary trip information within the designated response time
- Provide information to current customers on passenger safety and guidelines for using the paratransit service effectively and answer questions related to booking their trips
- Complete data entry of passenger details for specific trip requests, negotiate requested times and provide fare information
- Provide follow-up calls to passengers as required by the service needs
- Process and communicate passenger advance cancellations in a timely manner
- Maintain adherence to attendance policy
- Responsible for influencing positive employee morale and quality customer service
- Maintain a 95% rating for quality assurance to insure customer satisfaction
Temp-Concierge and Leasing
NORTHERN VIRGINIA TEMPORARIES
Falls Church, VA
03.2020 - 01.2024
- Provided personal services of the highest level that could include, but were not limited to, restaurant reservations, recreation requests, floral orders, and building requests
- Maintained control over key tracking for residents, dog walkers, cleaners, and maintenance
- Recorded requests for appointments with leasing office and managed schedules from residents of luxury apartment buildings
- Presented properties and provided amenities in a positive light to prospective tenants to help secure rental agreements
Assistant
TRAY HOWEE'S TAX PROFESSIONAL & NOTARY SERVICE, LLC
Washington, DC
11.2020 - 12.2023
- Performed basic office tasks, such as data entry, answering phones, taking messages, sorting mail, maintaining and updating filing, operating office machines, and ordering and distributing office supplies
- Greeting and directing visitors, answering questions, and responding to complaints and requests
- Completed ad-hoc administrative tasks as needed
Education
High School Diploma -
PENN FOSTER
01.2014
Skills
- Innovative
- Professional
- Dependable
- Quick thinker
- Problem Solver
- Fast Learner
- Team leader
- Collaborative
- Service-minded
- Business management
- Artistically creative
Certification
Aveda, 01/01/19, Cosmetology License
Timeline
Reservation Agent
Transdev
06.2024 - Current
Reservationist/Call Center
MV TRANSPORTATION
04.2023 - 06.2024
Assistant
TRAY HOWEE'S TAX PROFESSIONAL & NOTARY SERVICE, LLC
11.2020 - 12.2023
Temp-Concierge and Leasing
NORTHERN VIRGINIA TEMPORARIES
03.2020 - 01.2024
Hair Stylist
PROFESSIONAL HAIR SERVICES
11.2018 - Current
High School Diploma -
PENN FOSTER