Summary
Overview
Work History
Education
Skills
Accomplishments
cover letter
hobbies and interests
Timeline
Generic

Myla Pettigrew

Atlanta,GA

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

6
6
years of professional experience

Work History

Customer Experience Representative

Pair Eyewear
09.2023 - Current
  • Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
  • Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to 50+ incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Customer Support Specialist

Children's Healthcare of Atlanta
12.2021 - 03.2023
  • Provided exceptional customer support, addressing patient and family inquiries with empathy and efficiency
  • Collaborated with interdisciplinary teams to ensure seamless patient care and communication
  • Maintained accurate records of interactions and identified opportunities for process improvement
  • Recognized for outstanding communication and problem-solving skills
  • Acted as a reliable resource for colleagues, sharing best practices and contributing to team success
  • Maintained up-to-date knowledge of company products, services, policies, and procedures
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues
  • Applied a consultative approach to collect information on customer service, account, and technical concerns
  • Trained 7+ support specialists on product knowledge and customer service best practices
  • Proactively identify areas for process improvement and implement changes as needed.

Lead Preschool Teacher

Show Me Love Learning Academy
04.2018 - 12.2021
  • Managed a team of 15 educators and fostered a nurturing learning environment for young children
  • Developed comprehensive curricula to promote cognitive, social, and emotional development
  • Cultivated strong relationships with parents through effective communication and progress updates
  • Spearheaded classroom operations, prioritizing safety and enriching experiences for students
  • Demonstrated adaptability and creativity in addressing diverse teaching challenges.

Technical Support Specialist

CGS
11.2019 - 02.2021
  • Managed a high volume of customer inquiries via phone and email, resolving issues promptly and courteously
  • Achieved a 95% customer satisfaction rating through effective problem-solving and communication
  • Collaborated with cross-functional teams to streamline processes and improve overall customer experience
  • Received commendations from supervisors for maintaining a high level of professionalism and efficiency
  • Proficient in Zendesk
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Support Associate

Guild Quality
02.2018 - 02.2020
  • Assisted approximately 30 customers daily in troubleshooting technical issues related to software products, ensuring prompt resolution
  • Conducted in-depth product knowledge training for new team members, contributing to a more knowledgeable support team
  • Proficient in JIRA, Amplitude, Confluence
  • Consistently met and exceeded individual performance targets, including response time and issue resolution
  • Played a key role in documenting and reporting customer feedback, leading to product improvements and enhancements
  • Created detailed reports for escalated customer cases
  • Responded to customer feedback and suggestions
  • Followed up with customers after each interaction to ensure satisfaction.

Intern

Gwinnett College
01.2018 - 05.2018
  • Provided valuable support in various administrative tasks, including data entry, scheduling, and addressing customer inquiries
  • Assisted faculty and staff in organizing successful events and workshops for students
  • Proficient in Microsoft Office Suite
  • Compiled weekly reports on customer feedback and satisfaction ratings
  • Conducted over 75 interviews with customers to gain insights into their experiences
  • Supported senior staff members in the completion of complex projects within deadlines.

Education

Associate's Degree in Business and Computer Information -

Gwinnett College
Lilburn
04.2019

High School Diploma -

Archer High School
Lawerenceville, GA
05.2016

Skills

  • Exceptional written and verbal communication
  • Empathy and emotional intelligence
  • Problem-solving and conflict resolution
  • Multitasking and time management
  • Team collaboration and leadership
  • Data entry and record keeping
  • Proficiency in Zendesk, JIRA, Amplitude, Confluence, Microsoft Office Suite, G-Suite, Slack
  • Improvement Plan Knowledge
  • Project Management

Accomplishments

  • Consistently recognized for providing exceptional customer support at Children's Healthcare of Atlanta
  • Successfully led a team of educators at Show Me Love Learning Academy, fostering a positive learning environment
  • Received positive feedback from colleagues during the Gwinnett College internship for dedication and resourcefulness

cover letter

I hope this letter finds you well. I am writing to express my enthusiastic interest in the Customer Experience Role at Pair Eyewear. As a seasoned professional with over five years of experience in customer service and administration, I am excited about the opportunity to bring my passion for excellence and leadership to your exceptional team. My favorite color is pink, which symbolizes my vibrant and outgoing personality. I believe that a positive attitude and a friendly demeanor can transform customer interactions into memorable experiences. Throughout my career, I have consistently demonstrated my commitment to providing top-notch customer service by actively listening to customer needs, resolving issues promptly, and exceeding expectations. My educational background includes an Associate's degree in Business and Computer Information Technology, aligning perfectly with my passion for technology. In today's fast-paced world, I understand the importance of leveraging technology to enhance the customer experience. I am eager to contribute my technical expertise to streamline processes and ensure Pair Eyewear customers receive the best possible support. What excites me the most about Pair Eyewear is the company's commitment to innovation, creativity, and delivering high-quality products. I share Pair Eyewear's vision for excellence, and I am ready to embrace the challenges and opportunities that come with being part of such a dynamic organization. As someone with a natural flair for leadership, I am confident that I can contribute not only to the success of the Customer Service team but also to Pair Eyewear's continued growth. I thrive in fast-paced environments and enjoy mentoring and motivating team members to reach their full potential.

hobbies and interests

  • Creating exceptional customer experiences
  • Personal and professional development
  • Continuous learning and growth

Timeline

Customer Experience Representative

Pair Eyewear
09.2023 - Current

Customer Support Specialist

Children's Healthcare of Atlanta
12.2021 - 03.2023

Technical Support Specialist

CGS
11.2019 - 02.2021

Lead Preschool Teacher

Show Me Love Learning Academy
04.2018 - 12.2021

Customer Support Associate

Guild Quality
02.2018 - 02.2020

Intern

Gwinnett College
01.2018 - 05.2018

Associate's Degree in Business and Computer Information -

Gwinnett College

High School Diploma -

Archer High School
Myla Pettigrew