Na'Ilah Myricks
Merrick
Summary
Dynamic Customer Service Representative with proven expertise at Morgan State University College Discovery Program, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint resolution and effective upselling strategies. Proficient in Microsoft Excel, leveraging data entry skills to support informed decision-making and improve service delivery.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Morgan State University College Discovery Program
10.2021 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Socks Galore Inc.
02.2019 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Business Administration
Morgan State University
Baltimore, MDHigh School Diploma -
Roosevelt High School
Roosevelt, NY06.2021
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Professional telephone demeanor
- Scheduling
- Follow-up skills
Timeline
Customer Service Representative
Morgan State University College Discovery Program
10.2021 - 05.2023
Customer Service Representative
Socks Galore Inc.
02.2019 - 08.2021
Business Administration
Morgan State University
High School Diploma -
Roosevelt High School
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