Myia Cole
New Caney,TX
Summary
Customer Service Representative with over 12 years of extensive expertise in remote customer support, known for leveraging technical troubleshooting and software proficiency to enhance client satisfaction. Demonstrates exceptional organizational skills and attention to detail, ensuring efficient service delivery in high-pressure environments. Committed to fostering strong customer relationships through effective communication and problem-solving, with aspirations to further refine skills in a dynamic remote setting.
Overview
14
14
years of professional experience
Work History
Remote Customer Service Representative
Enterprise Mobility
Houston, TX
06.2021 - Current
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Utilized CRM software to track customer interactions and maintain detailed records of service requests.
- Provided product information and support to enhance customer experience and satisfaction levels.
- Collaborated with team members to streamline processes, improving overall efficiency in service delivery.
- Manage daily account operations, ensuring smooth rental processes and customer satisfaction.
- Extend customer rentals using enterprise and USAA applications.
- Organize claims and reports with Microsoft Office, enhancing data accuracy and accessibility.
- Communicate with auto shops to track vehicle repair status, improving service coordination.
- Utilize Auto Claims Apps, Guidewire and CCC software to review appraisals and claims, ensuring precise assessments.
- Handle calls from auto adjusters and auto mechanics, facilitating quick rental extensions and issue resolution.
- Leveraged technology for reservation management, boosting service delivery, and operational efficiency.
- Assisted in accounts receivable collections, monitoring rental severity for better financial management.
- Receive inbound calls from customers, auto adjusters, and auto mechanics.
- Adhere to call center metrics, ensuring high quality customer service, and call management.
- Make outbound calls to auto adjusters, and auto mechanics to ensure auto repairs are scheduled, and in process
- Make outbound calls to Enterprise branch members to advise on completion of auto repairs, and rental last days.
Business Online Telephone Banker
JP Morgan Chase
Houston, TX
05.2014 - 12.2018
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed a high volume of transactions with accuracy and attention to detail.
- Utilized banking software to manage accounts and document customer interactions effectively.
- Identified opportunities for service improvement through customer feedback analysis.
- Assisted business customers with online troubleshooting for chase.com to ensure a seamless banking experience.
- Handled wire transfer requests and provided support for account inquiries.
- Managed back-to-back customer service calls with a focus on quality and efficiency.
- Assisted with escalation calls to resolve complex customer issues.
- Opened cases for online troubleshooting issues and followed up as needed.
- Supported customers with check deposit scanners and aided with Quicken and QuickBooks applications.
- Analyzed customer feedback to enhance online banking services, resulting in measurable improvements in user satisfaction scores.
- Provided exceptional customer support, ensuring a seamless banking experience that strengthened client relationships and boosted satisfaction.
- Maintained call and file stats, ensuring high-quality service and adherence to performance metrics.
Assistant Manager
Advance America
Houston, TX
02.2013 - 05.2014
- Assisted and processed loans for customers, ensuring compliance with company policies.
- Filed taxes for customers, providing accurate and timely services.
- Assisted customers with check cashing and money orders, maintaining high customer satisfaction.
- Made collection calls for past due accounts to manage receivables effectively.
- Provided exceptional customer service while assisting in loan processing, ensuring compliance and fostering trust with clients.
- Made Cash Bank Deposit Drops to nearest bank.
- Marketed loans, and additional services to nearby businesses, and people in the area to increase store revenue.
Sales Associate
Ross Discount Store
Houston, TX
01.2012 - 02.2013
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Managed inventory levels, ensuring accurate stock availability and timely replenishment.
- Collaborated with team members to maintain store organization and cleanliness standards.
- Trained new associates on sales techniques, customer service protocols, and operational procedures.
- Front end cashier
- Managed fitting room
- Assisted with loss prevention
Education
GED -
Texas Education Agency
Houston, TXAssociate of Science - Business Management
Western Governors University
Salt Lake City, UT02-2027
Skills
- Customer service
- Effective listening
- Analytical reasoning
- Data entry
- Time Management
- Customer support expertise
- Advanced Troubleshooting
- Live Chat Support
- QuickBooks and Quicken
- Sales expertise
- Marketing
- Microsoft Office Skills
- Auto Insurance
- Remote Work
- Call Center Metrics
Timeline
Remote Customer Service Representative
Enterprise Mobility
06.2021 - Current
Business Online Telephone Banker
JP Morgan Chase
05.2014 - 12.2018
Assistant Manager
Advance America
02.2013 - 05.2014
Sales Associate
Ross Discount Store
01.2012 - 02.2013
GED -
Texas Education Agency
Associate of Science - Business Management
Western Governors University