Mya Malcom
McDonough,GA
Summary
Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers. Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients.
Overview
6
6
years of professional experience
Work History
Warehouse Lead
Maurice Sporting Goods Inc.
10.2017 - 01.2018
- Trained employees on equipment operation and safety protocols.
- Loaded, unloaded, and sorted cargo as part of accurate and efficient weekly shipments.
- Supervised warehouse operations by managing employees during shifts.
- Oversaw daily operations and shipping and handling processes.
- Used hand-held scanners and physical logs to accurately track item movements.
- Kept storage areas organized, clean, and secure to fully protect company assets.
Call Center Customer Service Representative
Macys Call Center
02.2018 - 01.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Approved and terminated customer contracts upon request.
Work From Home Customer Service Agent
Road Runner Sports
03.2020 - 04.2022
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
Work From Home Agent
Arrivia
05.2022 - 04.2023
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Contributed ideas, decision-making skills and good judgment to achieve objectives.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Generated travel-related reports for clients to facilitate decision-making.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Education
High School Diploma -
Henry County High School
Mcdonough, GA05.2016
Skills
- Logistics Modeling
- Team Goals
- Audio Transcription
- Inventory Records
- Call Control
- Ticket Sales
- Wrapping and Boxing
- Quality Control
- Loading and Unloading
- Pallet Jack Operation
Timeline
Work From Home Agent
Arrivia
05.2022 - 04.2023
Work From Home Customer Service Agent
Road Runner Sports
03.2020 - 04.2022
Call Center Customer Service Representative
Macys Call Center
02.2018 - 01.2020
Warehouse Lead
Maurice Sporting Goods Inc.
10.2017 - 01.2018
High School Diploma -
Henry County High School