Miya Bacon
Houston,TX
Summary
With over 10 years of professional experience, my primary responsibility has been to make recommendations based on evaluating and assessing customer needs.
In 2020, I obtained a Bachelor's degree concentrated in Human Resources, where I fine-tuned my communication and management skills. With this knowledge, I am confident in my ability to offer top solutions while contributing to my organization's profitability. In 2024 I obtained my SHRM CP.
In the Spring of 2024, I obtained my MBA from the University of Central Florida. Throughout this program, I've practiced resilience, collaboration, and project management.
In my current role, I manage high-value OCIP/CCIP programs, where I ensure timely, accurate resolution on behalf of my clients.
I am a proud member of the National Black MBA Association, where I serve as a mentor to high school students (Future Leaders of Tomorrow), and NAAIA where I assist with Emerging Leader initiatives.
Overview
15
15
years of professional experience
Work History
Design Consultant
Ashley Furniture Homestore
Orlando , Florida
08.2018 - Current
- Educated customers about the brand to incite excitement about the company's mission and values.
- Mentored new sales associates to contribute to the store's positive culture.
- Determined customer needs by asking relevant questions and listening actively to responses.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Actively pursued personal learning and development opportunities.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges
- Welcomed customers into the store and helped them locate items.
- Responded to customer concerns with friendly and knowledgeable service.
- Built relationships with customers to increase likelihood of repeat business.
Auto Liability Adjuster
Liberty Mutual Insurance
Lake Mary, Florida
08.2017 - 08.2018
- Performed initial client assessment and analysis to begin research process.
- Responded to customer requests via telephone an email.
- Entered details such as payments, account information and call logs into the computer system.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Interviewed policyholders to verify information and obtain additional details.
- Checked level and type of coverage and evaluated contracts.
- Tracked the progress of all outstanding insurance claims.
- Followed up with customers on unresolved issues.
- Verified insurance claims and determined a fair amount for settlement.
- Substantiated legitimate claims and denied unjustified claims.
- Investigated claims involving potential and suspected fraudulent activities.
- Answered questions posed by insured and attorneys.
Senior Credit Card Specialist II
Chase Bank
Heathrow, Florida
05.2015 - 08.2017
- Reviewed customer service issues to drive continuous improvement initiatives.
- Answered phone calls from customers and assisted with resolving their issues.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Ensured compliance with company policies and procedures while maintaining a safe and effective work environment.
- Resolved customer issues in a timely manner while complying with company standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Educated customers on product and service details and information.
Customer Service Advocate
Verizon Wireless
Tampa, Florida
04.2013 - 04.2015
- Researched customer database to determine current plan and offer service options
- Alerted customers to upcoming sales events and promotions.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Documented all customer inquiries and comments thoroughly and quickly.
- Answered customer telephone calls promptly and in an appropriate manner.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Office Administrative Assistant
Bob's Discount Furniture
Freeport, NY
08.2011 - 11.2013
- Sorted, received and distributed mail correspondence between departments and personnel.
- Greeted customers and visitors in-person and via telephone calls.
- Checked accuracy and integrity of files and resolved errors.
- Performed accounts receivable duties, including invoicing, researching charge backs, discrepancies and reconciliations.
- Managed daily office operations, including client account, supply, inventory and records management.
- Utilized customer feedback to recommend corrective action to executive leadership.
- Responded to special requests and needs.
- Coordinated office inventory by restocking supplies and placing purchase orders.
- Utilized strong time management and organizational skills to ensure smooth and seamless operations.
- Typed and compiled documents, answered phones and completed paperwork for the office.
- Liaised with organizational leaders to address company issues and assessed client satisfaction.
- Performed clerical duties, including typing, answering phones and completing forms.
Customer Service Coordinator
Marshall's
Freeport, NY
08.2009 - 05.2011
- Performed nightly store and team performance audits.
- Resolved customer service issues promptly.
- Completed routine store inventories.
- Coordinated with day management regarding on-going issues.
- Optimized store displays and appearance via strategic merchandising.
- Walked around facility frequently to check activities.
- Trained new employees on proper protocols and customer service standards.
- Maintained work environment in clean and sanitary manner.
- Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
- Built relationships with customers to increase likelihood of repeat business.
- Prioritized helping customers over completing other routine tasks in the store.
- Identified potential shoplifters and alerted management.
- Responded to customer concerns with friendly and knowledgeable service.
- Worked with the management team to implement the proper division of responsibilities.
- Answered customer telephone calls promptly and in an appropriate manner.
- Communicated clear expectations and goals to each team member.
- Stocked and replenished merchandise according to store merchandising layouts.
- Mentored new sales associates to contribute to the store’s positive culture.
Education
Bachelor of Science - Business
University Of Central Florida
Orlando, FL2020
Associate of Arts - Liberal Arts
Seminole State College Of Florida
Sanford, FL2017
Skills
- Excellent communication skills
- Natural leader
- Customer-oriented
- Motivated team player
- Goal-oriented
- Friendly demeanor
- Data entry
- Staff Training and Development
- Active listening skills
Timeline
Design Consultant
Ashley Furniture Homestore
08.2018 - Current
Auto Liability Adjuster
Liberty Mutual Insurance
08.2017 - 08.2018
Senior Credit Card Specialist II
Chase Bank
05.2015 - 08.2017
Customer Service Advocate
Verizon Wireless
04.2013 - 04.2015
Office Administrative Assistant
Bob's Discount Furniture
08.2011 - 11.2013
Customer Service Coordinator
Marshall's
08.2009 - 05.2011
Bachelor of Science - Business
University Of Central Florida
Associate of Arts - Liberal Arts
Seminole State College Of Florida
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