Whitney Mackey
Remote, USA,AR
Summary
If you seek an articulate, energetic, results-oriented, self-motivated and a true team player. My qualifications and personal strengths align with yours.
My experience completing projects by leveraging prioritization and multitasking skills bring the results you want. Resourceful and collaborative with extensive knowledge in maintaining detailed records, promoting excellence in customer interactions, and scheduling appointments. After 10+ years of experience with customer service, data entry, and Microsoft Office gives the expertise your company needs. My oral and written communication skills, active listening, and analytical problem-solving skills are exceptional.
I am a solid team player with an outgoing, positive demeanor and proven skills to maintain customer satisfaction and contribute to company success. I specialize in quality, speed, and process optimization. I can accurately and proficiently work within multiple systems and screens, effectively operate within state regulations and CDC guidelines. Driven and proven successful at achieving established targets and team goals. Diligent service brings experience when working in telecommuting environments—skilled at listening, offering empathy, and enthusiasm for satisfying customers: excellent organizational skills, detail-oriented, and talent for overcoming customer objections.
If you choose to interview and hire me, you will not be disappointed!
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST II
GD INFORMATION TECHNOLOGY
Fairfax, Virginia
04.2021 - Current
- Provide citizens and healthcare providers with critical vaccine information, contact targeted populations for vaccination registration, and supply added help as necessary while serving in vital role that keeps this nation safe and secure
- Started to aid team Supervisor Metoya Slade in ticket corrections, correct KA usage, using leadership skills to lead team meetings and watch over team chat
- Always ready to aid in any way needed
- Respond to vaccine administration related questions
- Provide CVMS system (Recipient Portal) access/troubleshooting
- Manages misdirected inquiries (calls/web-based) that require transfer or referral
- Completes call guides for outbound call campaigns, follow scripts; gathers and enters valuable information, and verifies required information
- Adheres to set up customer service and documentation standards within required time frames
- Adheres to proven levels of service
- Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation
- Attends telephone skills and program information training sessions addressing policies, procedures and handling of confidential information related to personal information
- Documents with extreme detail for escalating tickets to other departments, along with problem solving skills for customers
- Use consultative techniques to understand customer needs and make strategic plans to resolve issues at hand
- Assisted customers with needs such as activating CVMS accounts, obtaining vaccine records, and updating account details that needed corrected.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions by escalating to correct department
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Developed customer service improvement initiatives that decreased customer wait times.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 266 calls, transferred only 7 that was unable to resolve, average call time 9:21 minutes, keeping Quality Performance at 100% and kept CSATS (surveys) at 95.47% which is above North Carolina's contract recommended percent of 92% .
CUSTOMER SERVICE SPECIALIST I
GD INFORMATION TECHNOLOGY
Fairfax, VA
12.2020 - 04.2021
- Call patients diagnosed with COVID-19, following set scripts, gather details about each contact of exposed individual, figure out exposure, assess symptoms, refer for testing according to established protocols, and supply instructions for isolation or quarantine
- Maintain ongoing communication with contacts to assess symptoms, ensure compliance with quarantine and figure out social support needs and/or handle reporting of issues that arise
- Supply education about disease, deliver guidance on minimizing risk of potential transmission from one contact to another, if contact becomes ill, and explain necessary quarantine responsibility to reduce risk of transmission of illness to others
- Completes call guides, follows scripts; gathers, enters, and verifies required information
- Attends telephone skills and program information training sessions addressing policies, procedures and handling of confidential information related to personal information
- Adheres to proven customer service and documentation standards within required time frames
- Adheres to set up levels of service
- Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation.
- Used consultative techniques to understand customer needs and make strategic plans to figure out exposure, assess symptoms, refer for testing according to established protocols, and supply instructions for isolation or quarantine
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work from home environment.
Administrative Assistant/ Office Manager
KCJ Farms, INC
Waldo, Arkansas
01.2013 - 09.2020
- Keeping checkbooks up to date (there are 4), in QuickBooks, pay bills (utilities, credit cards, fuel, supplies, equipment, insurances, vehicles, taxes, etc.), write checks.
- Make out all the settlements and reports for loggers, truckers, & timber owners, over payroll, 1099's come tax time, take care of all audits when insurances are up for renewals, keep track of all certificates to make sure data is constantly up to date and will get renewed on time
- Make bank deposits, bank payments, pick up mail, go over Mill settlement reports and match with trucker reports
- Contact mills and timber owners if information is missing or needs to be resolved
- Handled confidential material and reports to compare to other spreadsheets.
- Took care of all rental housing deposits and reports
- Notary Public
- Made contracts, deeds, affidavits, Bill of Sales, Management Contracts, Purchase and Sale agreements, Lease Agreements, etc.
- Maintained staff directory and company policy handbook for human resources department.
- Organized weekly staff meetings and logged minutes for corporate records.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Created detailed expense reports and requests for capital expenditures.
- Handled client correspondence and tracked records to foster office efficiency.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
Education
Associate of Science - Business Administration And Management
Post University
Waterbury, CT01.2023
High School Diploma -
Columbia Christian School
Magnolia, AR05.2005
Skills
- Proactive Self-Starter
- Administrative and Office Support
- Strong Analytical and Problem Solving Skills
- Courteous with Strong Service Mindset
- Multitasking and Prioritization, Excellent Attention to Detail & Efficiency
- Time Management
- Calm and Professional Under Pressure
- Patient and Empathetic
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Customer Data Confidentiality
- Verbal and Written Communication
- Computer Proficiency
- Customer service specialist
- Exceptional customer service
- Customer Service and Communication Skills
- Adherence to high customer service standards
Accomplishments
- Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were able to access accounts once the account had been resolved.
- Achieved 100% by completing CSATS with accuracy and efficiency.
- Customer Relations - Earned 95.47% for customer satisfaction, contract-wide.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
CUSTOMER SERVICE SPECIALIST II
GD INFORMATION TECHNOLOGY
04.2021 - Current
CUSTOMER SERVICE SPECIALIST I
GD INFORMATION TECHNOLOGY
12.2020 - 04.2021
Administrative Assistant/ Office Manager
KCJ Farms, INC
01.2013 - 09.2020
Associate of Science - Business Administration And Management
Post University
High School Diploma -
Columbia Christian School
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