Mishyelle Cleveland
Atlanta,GA
Summary
At Convoy, I excelled as a Customer Service Representative, leveraging my problem-solving abilities and Microsoft Excel proficiency to enhance customer loyalty and streamline data management. My adept conflict resolution and active listening skills led to significant improvements in client satisfaction and retention, embodying a blend of technical and interpersonal excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Convoy
03.2016 - 07.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor Of Arts - Police Science
Bethune Cookman University
Daytona Beach, FL05.2013
High School Diploma -
Therrell High School
Atlanta, GA05.2009
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Client Relations
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Product Knowledge
- Appointment Scheduling
Timeline
Customer Service Representative
Convoy
03.2016 - 07.2024
Bachelor Of Arts - Police Science
Bethune Cookman University
High School Diploma -
Therrell High School
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