Myriah Wilson
Summary
Proven track record in enhancing workflow management and dispute resolution at Genpact LLC, demonstrating exceptional analytical thinking and process improvement skills. Spearheaded initiatives that significantly increased efficiency and customer satisfaction, showcasing adeptness in both technical and interpersonal abilities. Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Fraud Process Associate
Genpact LLC
Richardson, TX
02.2021 - Current
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Provided exceptional customer service when interacting with clients or vendors during process execution tasks.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Applied critical thinking skills to identify potential problems before they escalated, proactively addressing concerns as needed.
- Independent problem solver who took initiative in researching solutions without needing excessive supervision.
- Exhibited flexibility in adapting to changing priorities or demands from internal stakeholders.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
Customer Service Representative
Etan Industries
Addison, TX
12.2019 - 11.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Responded to customer calls and emails to answer questions about products and services.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
Customer Service Cashier
Walmart
Seagoville, TX
08.2019 - 11.2019
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Answered product questions using knowledge of sales and store promotions.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Streamlined the checkout process for faster service and improved customer experience.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Redeemed coupons to discount purchases.
- Maintained accurate records of customer transactions for reporting purposes.
- Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
Financial Aid Assistant
Texas A&M Commerce
Commerce, TX
09.2018 - 08.2019
- Contacted families and students about late payments and account statements.
- Performed wide-ranging administrative, financial and service-related functions.
- Guided students through financial aid processes, by completing necessary forms and updating account records.
- Double checked payments and documentation of students applying for loans.
- Assisted students with completing complex financial aid forms, ensuring timely submission and accurate data entry.
- Increased student satisfaction by providing clear and concise information on available financial aid options.
- Assisted students and families in filling out financial aid applications.
- Worked closely with admissions staff to identify high-need applicants who could benefit from additional institutional support through scholarships or grants.
- Reconciled accounts and payments received for student accounts.
- Enhanced financial aid processing by streamlining application procedures and reducing errors.
- Collaborated with colleagues to develop efficient systems for managing financial aid applications, resulting in improved response times.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Processed incoming and outgoing mail and packages according to established procedures.
- Compiled and analyzed data to produce reports.
Senior Customer Service Associate
JCPenney
Mesquite, TX/ Greenville, Tx
11.2015 - 06.2019
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Took cash and credit card payments via phone, in person, and through email.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Participated in cross-departmental projects aimed at streamlining internal processes related to customer-facing operations.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Spearheaded initiatives targeted at reducing average handle time without compromising on the quality of service rendered to customers.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Established positive relationships with customers through personalized interactions and genuine concern for their needs.
- Tailored communication style according to diverse customer demographics and preferences while maintaining an empathetic tone.
- Developed and maintained strong relationships with customers to foster repeat business.
- Provided consistently high-quality support via phone, email, chat, or social media channels as needed per individual cases.
- Reduced call wait times by optimizing workflows and resource allocation within the customer service department.
- Collaborated with team members to develop and implement strategies for improving overall customer experience.
- Demonstrated adaptability and resilience in response to rapidly changing business needs and market trends, ensuring sustained high levels of customer satisfaction.
- Mentored junior associates in maintaining a high level of professionalism and delivering exceptional service to clients.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
No Degree - English-African American Studies
Texas A&M University - Commerce
Commerce, TXCosmetology License - Cosmetology
Ogle School Hair Skin Nails
Dallas, Tx06.2023
High School Diploma -
Skyline High School
Dallas, TX06.2018
Skills
- Workflow Management
- Report Analysis
- Process flows
- Dispute Resolution
- Process Improvement
- Process Analysis
- Paperwork Processing
- Application verification
- Statement Review
- Call Management
- Software Knowledge
- Production deadline management
- Color Correction
- Trend tracking
- Analytical Thinking
- Issue Research
- Disaster Recovery Planning
Reading
Like to read books on financial literacy and navigating life.
Reading, listening to podcast, traveling,
I like to read on financial literacy, feminine energy, healing and navigating life. I mostly like to listen to true crime podcast, and knowledge on different things of the world. I like to travel, mostly state to state traveling. Planning on adding overseas traveling to my list soon.
Timeline
Fraud Process Associate
Genpact LLC
02.2021 - Current
Customer Service Representative
Etan Industries
12.2019 - 11.2020
Customer Service Cashier
Walmart
08.2019 - 11.2019
Financial Aid Assistant
Texas A&M Commerce
09.2018 - 08.2019
Senior Customer Service Associate
JCPenney
11.2015 - 06.2019
No Degree - English-African American Studies
Texas A&M University - Commerce
Cosmetology License - Cosmetology
Ogle School Hair Skin Nails
High School Diploma -
Skyline High School