Myla Pettigrew
Atlanta,GA
Summary
Dynamic and results-driven customer service 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 Team Lead
Children's Healthcare of Atlanta
Sandy Springs, GA
12.2021 - 03.2023
- Provided exceptional customer support, addressing patient and family inquiries with empathy and efficiency, resulting in improvements of up to 10% in customer satisfaction scores (CSAT).
- Managed and provided leadership to a team of 8 Customer Experience Representatives across multiple locations, ensuring adherence to protocols and procedures, with enhancements of 5-15% in team performance metrics.
- Collaborated with interdisciplinary teams to ensure seamless patient care and communication, resulting in improvements of 7-10% in client satisfaction.
- Maintained accurate records of interactions and identified opportunities for process improvement, leading to efficiency gains of 5-12%.
- Recognized for outstanding communication and problem-solving skills, contributing to reductions in escalations by 5-8%.
- Acted as a reliable resource for colleagues, sharing best practices and contributing to team success, resulting in improvements in employee satisfaction of 7-12%.
- Maintained up-to-date knowledge of company products, services, policies, and procedures, improving customer service quality and efficiency by 5-10%.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues, resulting in improvements of 8-15% in service accuracy and consistency.
- Applied a consultative approach to collect information on customer service, account, and technical concerns, driving individual and team performance enhancements of 5-15%.
- Trained 7+ support specialists on product knowledge and customer service best practices, resulting in improvements of 5-10% in customer service quality and efficiency.
- Proactively identified areas for process improvement and implemented changes as needed, resulting in efficiency gains of 5-10%.
Assistant Director
Show Me Love Learning Academy
Mableton, GA
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.
- Facilitated thorough onboarding for new associates and identified training needs, coordinating development programs to support growth opportunities.
- Implemented quality assurance processes, reviewed and analyzed customer interactions for improvement, and provided constructive feedback and coaching to enhance service quality.
- Identified and implemented process improvements to boost productivity and enhance service quality, collaborating with cross-functional teams to resolve customer issues.
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
Lilburn04.2019
High School Diploma -
Archer High School
Lawerenceville, GA05.2016
Skills
- 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, Lattice, Shopify, POMS, Microsoft Office Suite, G-Suite, Slack
- Improvement Plan Knowledge
- Project Management
- Team Management
- Client Advocacy
- Trend Monitoring
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
Affiliations
- Youth Pastor at Cathedral of Grace Church
- Book Club
- Perry Program
Timeline
Customer Experience Representative
Pair Eyewear
09.2023 - Current
Customer Support Team Lead
Children's Healthcare of Atlanta
12.2021 - 03.2023
Technical Support Specialist
CGS
11.2019 - 02.2021
Assistant Director
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
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