Maiya Dowell
La Grange,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in SAP, SalesForce and Google Shared Applications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
House Autry Mills
05.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
System Wide Secretary
Troup County School System
01.2022 - 05.2023
- Managed incoming calls and directed to appropriate department.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced office productivity by handling high volume of callers per day.
- Monitored inventory levels and advised management of need for replenishment.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Executed administrative duties to facilitate unit tasks and meet team goals.
- Supported office staff and operational requirements with administrative tasks.
Payroll Clerk
Callaway Middle School
08.2020 - 01.2022
- Processed new hire paperwork and documents.
- Verified timekeeping records and handled any discrepancies with employees.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Processed garnishments from creditors or government agencies to meet legal requirements of deducting money from employees' paychecks to pay off debts.
- Processed W-2s, 1099s and other year-end reports to remain in compliance with state and federal laws.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Filed payroll taxes with appropriate government agencies by deadlines to minimize risk of penalties or fines.
Hotel Front Desk Receptionist
Baymont Inn & Suit Hotel
09.2017 - 01.2020
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Resolved service-related problems and documented actions in system.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Managed lost and found items to assist guests with retrieving belongings.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Monitored security cameras to maintain safety and security of guests and hotel.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
Transportation Coordinator
West Georgia Star
09.2013 - 07.2017
- Provided timely transportation of diverse clients to healthcare facilities.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Analyzed transportation data to identify improvement opportunities.
- Tracked shipments from dispatch through delivery to verify timely arrival.
- Identified appropriate travel routes in accordance with applicable traffic and bulk cargo transportation laws, regulations, protocols, and guidelines.
- Implemented tracking and tracing software to improve shipment monitoring
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Customer Resolution Specialist
American Home Shield Corporation
10.2006 - 07.2013
- Recorded details of conversations, complaints and actions taken in CRM.
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with resolution teams to resolve customer complaints and drive customer experience.
- Completed retention-focused projects from scoping through execution.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor of Arts - Education
Grand Canyon University
Phoenix, AZ12.2023
High School Diploma -
LaGrange High School
LaGrange, Ga05.2002
Skills
- Microsoft Word
- Report Creation
- Freight Operations
- Order Fulfillment
- Microsoft Excel
- Sales Expertise
- Credit Card Payment Processing
- Microsoft PowerPoint
- Lotus Notes
- Customer Relations
- Fleet Dispatching
- Account Management
- Customer Relationship Management
- Data Evaluation
- Route Dispatch
- Computer Proficiency
- CRM Software
- Promotional Support
- Quality Control
- Call Center Operations
- Clerical Support
- Multi-Line Phone Talent
- POS Systems Expertise
- Transportation Solution Development
- Multi-Line Telephone Operation
- Order Processing
- Cultural Awareness
- Interpretation and Translation Services
- Customer Account Management
- Sales Quota Achievement
Affiliations
- Toastmasters
- International Customer Service Association
Timeline
Customer Service Representative
House Autry Mills
05.2023 - Current
System Wide Secretary
Troup County School System
01.2022 - 05.2023
Payroll Clerk
Callaway Middle School
08.2020 - 01.2022
Hotel Front Desk Receptionist
Baymont Inn & Suit Hotel
09.2017 - 01.2020
Transportation Coordinator
West Georgia Star
09.2013 - 07.2017
Customer Resolution Specialist
American Home Shield Corporation
10.2006 - 07.2013
Bachelor of Arts - Education
Grand Canyon University
High School Diploma -
LaGrange High School