Missy Miklus
Ames,IA
Summary
Empathetic Customer Experience Specialist known for high productivity and efficiency in task completion. Possess specialized skills in customer relationship management, conflict resolution, and data-driven decision-making. Excel at communication, problem-solving, and adaptability, ensuring top-notch customer satisfaction and loyalty.
Overview
2027
2027
years of professional experience
Work History
B&P Customer Experience Specialist 2
Principal Financial Group Inc
Des Moines, Iowa
07.2021 - 08.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced customer satisfaction through effective communication and problem resolution.
- Determined customer needs through attentive listening and effective questioning techniques.
- Resolved complex issues by coordinating with various departments within the organization.
- Coordinated with other departments to ensure timely resolution of customer inquiries.
- Collaborated with teams to streamline customer service processes and improve efficiency.
- Maintained records of all interactions with customers in a database system.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Customer Service Representative
Cognizant Technologies Solutions
Des Moines, Iowa
01.2016 - 07.2021
- Engaged with customers via phone, email, and chat channels daily.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided product information and recommendations based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Managed customer account information and updated records accurately.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Facilitated one-on-one mentoring sessions for personal and professional development.
Customer Service Representative
Aqua Care
Grimes, Iowa
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Managed outbound calls to engage potential customers and promote services.
- Ensured customer satisfaction by providing accurate information and resolving customer issues.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Assisted in training new agents on call procedures and best practices.
- Greeted customers in a friendly and professional manner.
Service Manager
Old Chicago Pizza
Des Moines, IA
- Hired and trained service department staff to drive performance.
- Managed daily operations and staff scheduling for busy restaurant environment.
- Ensured high-quality food and service standards were consistently met.
- Resolved customer complaints quickly to maintain satisfaction levels.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Coordinated with kitchen staff to ensure timely meal preparation and delivery.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Monitored service performance metrics to identify areas of improvement.
Education
High School Diploma -
Saydel
Des Moines, IA05-2009
Some College (No Degree) - Business
Iowa Cental
Fort Dodge, IA08-2026
Skills
- Customer service
- Problem resolution
- Decision-making
- Team collaboration
- Time management
- Data entry
- Billing procedures
- Call performance metrics
- Money handling
- Communication skills
- Written communication
- Problem-solving
- Relationship building
- Teamwork skills
- Telephone etiquette
- MS office
Timeline
B&P Customer Experience Specialist 2
Principal Financial Group Inc
07.2021 - 08.2026
Customer Service Representative
Cognizant Technologies Solutions
01.2016 - 07.2021
Customer Service Representative
Aqua Care
Service Manager
Old Chicago Pizza
High School Diploma -
Saydel
Some College (No Degree) - Business
Iowa Cental