MYKEIA CARROLL
Spartanburg,SC
Summary
Versatile and highly motivated professional with a strong background in customer service, administrative support, and healthcare operations. Demonstrates exceptional interpersonal skills, attention to detail, and the ability to thrive in fast-paced environments. Proven track record in contact center operations, data entry, patient support, and financial services. Passionate about streamlining workflows, enhancing customer experiences, and supporting team success.
Knowledgeable Customer Experience Advocate with proven track record in enhancing customer satisfaction through effective communication and problem resolution. Known for successfully improving customer retention and loyalty by implementing tailored support strategies. Demonstrated ability in using active listening and empathy to resolve issues efficiently.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Advocate
AmeriGas
Spartanburg, South Carolina
08.2020 - 08.2025
- Delivered front-line support for residential, commercial, and industrial propane customers, managing orders, delivery scheduling, billing disputes, and account activations
- Processed an average of 100+ daily inquiries via phone, email, and chat, navigating multiple systems to resolve service issues efficiently
- Liaised with dispatch, routing, service technicians, and sales to ensure timely coordination of deliveries, leak checks, and emergency repairs
- Assisted with compliance documentation for safety checks, tank installations, and regulatory certifications required by state agencies
- Conducted quality assurance reviews and monitored call recordings to identify coaching opportunities for new hires
- Spearheaded a peer-mentoring initiative to improve onboarding processes, resulting in a 30% decrease in training time for new representatives
- Generated reports using CRM and SAP tools to analyze trends in customer service tickets, delivery delays, and product returns
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Facilitated onboarding process for new customers, ensuring seamless account setup and understanding of services.
- Developed training materials to enhance team knowledge on products and services offered by AmeriGas.
Contact Center Representative
TD Bank
Greenville, SC
06.2020 - 08.2024
- Provided high-volume call support to retail banking customers, resolving inquiries related to checking, savings, credit card, and loan accounts with professionalism and accuracy
- Investigated and resolved complex banking issues such as unauthorized transactions, card fraud alerts, wire transfer tracking, and account closures
- Educated customers on digital banking features and troubleshooting steps for mobile deposits, bill pay, Zelle, and e-statements
- Followed strict identity verification protocols to ensure compliance with fraud prevention and data protection guidelines
- Submitted service tickets and escalated high-risk cases to the risk and compliance department, providing detailed notes and follow-up actions
- Utilized Salesforce and proprietary banking software to document interactions, track resolution timelines, and ensure service-level agreements (SLAs) were met
- Recognized by leadership for maintaining top 10% call resolution rate and consistently exceeding customer satisfaction benchmarks
- Provided timely support in processing transactions, maintaining high service standards.
- Assisted customers with account inquiries, ensuring efficient and accurate resolution of concerns.
- Trained new representatives on call handling protocols, promoting a supportive learning environment.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
Data Entry Clerk
Cooper Standard Automotive
Spartanburg, South Carolina
05.2019 - 08.2020
- Performed data entry for production metrics, quality inspection logs, rework records, and supply usage using internal manufacturing database
- Reviewed incoming automotive components for defects and validated production standards based on client specifications and ISO certifications
- Created and maintained digital logs for daily shift performance, ensuring alignment with quality assurance and shipping deadlines
- Coordinated with line supervisors and quality technicians to update work orders and inspection checklists in real time
- Prepared compliance documents for internal audits and customer review, ensuring accuracy and timely submission
- Trained entry-level inspectors on how to accurately document measurements, complete rejection forms, and input defect data into system
- Assisted with root-cause analysis for recurring defects and contributed recommendations to improve production and documentation workflows
Human Service Specialist I
Department Of Social Services (DSS)
Spartanburg, South Carolina
02.2018 - 05.2019
- Conducted intake assessments and eligibility interviews for public assistance programs such as SNAP, TANF, and Emergency Aid
- Evaluated documentation including pay stubs, lease agreements, medical records, and employment history to determine program eligibility
- Entered client data into statewide case management system (CAPSS), ensuring real-time updates, case notes, and documentation met compliance standards
- Provided case follow-up for pending applications and redeterminations, collaborating with eligibility workers and fraud investigators when needed
- Counseled clients on available resources including childcare vouchers, job training, and transportation services
- Facilitated expedited assistance for vulnerable households with no income, applying agency policy to ensure urgent needs were met
- Participated in interagency meetings and training seminars focused on policy changes, program integrity, and trauma-informed care
- Assisted with case management processes, ensuring accurate documentation of client information.
- Provided support to clients in accessing social services and benefits.
Education
Associate - Medical office administration
Herzing University
12.2021
High School Diploma -
Dorman High School
Roebuck, SC05.2014
Skills
- Call Center Operations
- Data Entry & Accuracy
- Customer Relationship Management (CRM)
- Account Verification & Fraud Prevention
- Financial Services Support
- EMR & Healthcare Systems
- Patient Intake & Scheduling
- Microsoft Office Suite (Word, Excel, Outlook)
- Conflict Resolution
- High-Volume Phone Support
- Case Management
- Document Control
- Peer Training & Mentorship
- Attention to Detail
- Workflow Optimization
- Time Management
- Team Collaboration
- HIPAA & FDIC Compliance
- Critical Thinking
- Multitasking in Fast-Paced Settings
- Customer service
- Problem-solving
- Teamwork and collaboration
Certification
- CPR/BLS
- CPR/AED
- CPR/First Aid
- Med Tech
Prior Professional Experience
- Direct Support Professional(DSP)-Charles Lea Center: May 2018-February 2019
- Patient Observer-Greenville Memorial Hospital System : February 2018 to May 2018
- Customer Service Representative-Dish Network Echostar: May 2014 to February 2018
Personal Information
Timeline
Customer Experience Advocate
AmeriGas
08.2020 - 08.2025
Contact Center Representative
TD Bank
06.2020 - 08.2024
Data Entry Clerk
Cooper Standard Automotive
05.2019 - 08.2020
Human Service Specialist I
Department Of Social Services (DSS)
02.2018 - 05.2019
Associate - Medical office administration
Herzing University
High School Diploma -
Dorman High School