Sycoyah Massey
Houston,TX
Summary
Ambitious customer service representative with a passion for helping clients in a vast range of fields. With my experience in both call center and food service, I am equipped to deal with many types of clients and have dealt with difficult situations. I developed skills which will help me in the long run as I have a foundation in the basics of banking. I am eager to enter a new field and develop a successful career. Highly adaptable , motivated professional individual bringing 5 years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership.
Overview
9
9
years of professional experience
Work History
Customer Service Team Lead
MyGait LLC
Houston, TX
10.2020 - Current
- Managed daily operations of the team including scheduling shifts, assigning tasks. Mentoring and Managing Staff Performance (CS AGENTS)
- Made certain associates adhered to schedules to achieve service goals.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Led on- and off-site customer support teams across multiple time zones.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Assisting with Sales Call review callbacks as needed
- Addressing Level 1 and Level 2 Calls
- Training and scheduling the customer service agents
- Handling/Delegating Service Emails
- Communities manager: training both residents and admins of assisted livings facilities on how to use our computers as they are specifically made for seniors
- Customer service: Adult education, remotely assisting seniors who are not familiar with regular computers by guiding them on how to operate their senior computer
- Explaining how to use common sites like Facebook, banking websites, Telehealth visits, or anything they would like to do online
- Billing department: Updating and applying new account information to take payment
- Taking monthly payments.
- Analyzed customer feedback data to identify areas of improvement.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
Customer Service Representative
Sykes Inc./Bank of America
Montgomery, AL
11.2018 - 08.2020
- Answer calls from both customers and merchants looking to verify information
- Assisting any customers with their banking needs like making transfers or online assistance
- Verifying that all customer information is correct on their account
- If I cannot assist, then I get them directed to the correct team
- I worked in the fraud department as well filing claims on strange transactions when requested by the customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Server/Cashier
Newk’s Eatery
08.2014 - 11.2018
- Operating cash register counting drawer for the beginning and end of day
- Assist customers in menu selection assisted with operation duties
- Recorded meal selections and transactions in microsystem to deliver prompt service.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Provided excellent customer service to ensure satisfaction.
- Trained new employees on restaurant procedures and plating techniques.
- Handled money transactions accurately while following company procedures for handling cash payments.
Education
Medical office Administration -
Fortis College
03.2016
High School Diploma -
Robert E Lee High School
05.2014
Skills
- Proficient in customer focus and orientation
- Dedicated to detail
- Delighted to learn new things
- Experience with Excel spreadsheets
- Excellent communication and guest service skills
- Team Training
- Interdepartmental Communication
- Professional Telephone Demeanor
- Receiving Support
- Data Management
- Cash Handling
- Telephone Etiquette
References
- Taylor Wyllie, Professional Reference: 713-472-9871
- MORGAN ROBINSON, Coworker: 334-414-0329
- Daimond Mayberry, Coworker: 346-803-1555
Timeline
Customer Service Team Lead
MyGait LLC
10.2020 - Current
Customer Service Representative
Sykes Inc./Bank of America
11.2018 - 08.2020
Server/Cashier
Newk’s Eatery
08.2014 - 11.2018
Medical office Administration -
Fortis College
High School Diploma -
Robert E Lee High School