Quyanna Massie
1350 Skyline Rd,TX
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining processes at PennyMac. Excelled in high-stress situations, leveraging critical thinking and Microsoft Outlook proficiency to resolve conflicts and improve service delivery. Mentored new hires, demonstrating exceptional active listening and interpersonal skills, contributing to a positive work environment and increased sales.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
DOT Alliance Group
02.2023 - 10.2024
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Caregiver
Mayberry Gardens Assisted Living and Memory Care Homes
09.2021 - 09.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
Customer Service Representative
PennyMac
06.2020 - 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.
- Sought ways to improve processes and services provided.
Education
High School Diploma -
Wilmer Hutching High School
5520 Langdon Rd Dallas, TX 7524105-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Payment processing
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
Timeline
Customer Service Representative
DOT Alliance Group
02.2023 - 10.2024
Caregiver
Mayberry Gardens Assisted Living and Memory Care Homes
09.2021 - 09.2024
Customer Service Representative
PennyMac
06.2020 - 08.2021
High School Diploma -
Wilmer Hutching High School
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