Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akiera Young

Jackson

Summary

Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

4
4
years of professional experience

Work History

Work From Home Agent

MedAssets
08.2022 - 11.2023
  • Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
  • Contributed ideas, decision-making skills and good judgment to achieve objectives.
  • Followed-up with online price quotes via email and phone to answer questions and close sales.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Answered live online chats to give quick answers and solve problems faster.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Assisted clients with product questions to facilitate online ordering process.
  • Generated reports and tracked customer service metrics on daily basis.
  • Monitored customer feedback and performance indicators to identify areas for improvement.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Implemented and developed customer service training processes.

Work From Home Agent

Amazon
01.2023 - 07.2023
  • Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
  • Followed-up with online price quotes via email and phone to answer questions and close sales.
  • Conducted quality assurance reviews of website to maintain accuracy of online booking tool.
  • Developed customer service processes to improve customer satisfaction.
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Created and maintained detailed database to develop promotional sales.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed and updated databases to handle customer data.

Work From Home Customer Service Agent

MediTech Health Services
01.2020 - 07.2022
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
  • Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
  • Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
  • Conducted quality assurance reviews of website to maintain accuracy of online booking tool.
  • Collaborated closely with cross-functional departments to deliver high customer satisfaction.
  • Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
  • Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.

Education

Associate of Applied Science - Nursing

Holmes Community College
Goodman, MS
12.2023

High School Diploma -

Terry High School
Terry, MS
05.2021

Skills

  • Understanding Customer Needs
  • Quality Control Policies
  • Step Instructions
  • Scripting Software
  • Document Transcribing
  • Productivity Standards
  • Customer Service and Assistance
  • Audio Transcription
  • Collaborative Environments
  • Call Center Operations
  • Improvement Plans
  • Maintaining Clean Work Areas
  • Online Instruction
  • Staff Support

Timeline

Work From Home Agent

Amazon
01.2023 - 07.2023

Work From Home Agent

MedAssets
08.2022 - 11.2023

Work From Home Customer Service Agent

MediTech Health Services
01.2020 - 07.2022

Associate of Applied Science - Nursing

Holmes Community College

High School Diploma -

Terry High School
Akiera Young