Makayla Mickens
Waynesboro
Summary
Team leader skillful in providing excellent customer service. Adept at delivering quality service to diverse customers. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
HESC
03.2023 - 10.2023
- Be able to consistently respond to incoming borrower calls, emails and/or chats as well as make outbound calls in a friendly and professional manner.
- Be able to counsel and inform borrowers of their repayment options, deferments, and forbearance eligibility, take payments and update the borrower’s account in an efficient manner.
- Be able to become proficient in locating needed information and minimizing the time borrowers would be put on hold.
Call Center Representative
Ascensus
11.2021 - 12.2022
- Examine, review, process, calculate and pay claims based on information, plan design, insurance filings, documentation and reports; administer payments based on plan information and documentation, in a timely manner.
- Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner
- Proactively engage participants, anticipate their needs, offer assistance and solutions.
- Process financial and non-financial transactions timely and accurate.
Customer Support Specialist
Sonova
01.2021 - 08.2021
- Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles
- Maintain a high inbound call answer rate. (75-80 calls a day avg)
- Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
- Investigate and resolve problems related to the shipment of product, returns, credits, and orders
Customer Service Relationship Specialist
The Hartford
02.2020 - 12.2020
- Answer inquiries from existing customers and clients and other affiliated partners regarding insurance questions or problems
- Handle a variety of inbound telephone calls
- Triage and utilize multiple estimating channel options in the assigned territory assuring that quality standards and customer service requirements are met
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts - Business Marketing
Dillard University
05.2026
Associate of Science - Health Sciene
Jones County Junior College
05.2022
Skills
- Active listening
- Empathy
- Data entry
- Average 50 WPM
- Strong communication & verbal skills
- Empathy
- Problem solver
- Critical thinking
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
HESC
03.2023 - 10.2023
Call Center Representative
Ascensus
11.2021 - 12.2022
Customer Support Specialist
Sonova
01.2021 - 08.2021
Customer Service Relationship Specialist
The Hartford
02.2020 - 12.2020
Bachelor of Arts - Business Marketing
Dillard University
Associate of Science - Health Sciene
Jones County Junior College
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