Mackenzie

Telford

*** * ** *, ********, UT ***59

801-***-****

ac8q37@r.postjobfree.com

https:/www.linkedin.com/in/mackenzie-telford-310a50167

“The only way to do great work is to love what you do.” -Steve Jobs

Skills

●I can work in various environments, solo or with a team, working towards common goals.

●I love to help others, whether on my team or in another department, to achieve company wide goals or projects.

●I am proficient with most Microsoft Office (Word, Excel, PowerPoint) programs.

●I am computer literate and love to learn new programs or systems that will help accomplish daily activities.

●I love to learn all I can to become the expert, so I can help others become experts in their positions.

●I love working with people and this is one of the reasons why I am actively pursuing a degree in Human Resource Management.

●I can consistently and accurately type 50 WPM.

●I display professional customer service skills in written and verbal forms.

●I am good at de-escalating stressful situations with Customers in written and verbal form.

●I arrive early for my shifts to begin work, and I tend to leave late from work as I am helping others by answering questions and completing tasks.

Experience

July 2018 – Present

Customer Support Team Lead / BeneYOU LLC, Lindon, UT

I efficiently manage time between responding to emails, chats, calls and all other assigned tasks. I work on additional projects assigned to me by my direct Supervisor as well as by the Director of Support. I also help train new hires and coach agents on utilizing their strengths and managing their weaknesses.

(BeneYOU bought assets from Jamberry LLC when they foreclosed, and during this purchase of assets I was offered a job to come over to this new company formerly known as M.Network, M.Global, and now BeneYOU).

January 2015 – June 2018

Leader Development Team Lead / Jamberry LLC, American Fork, UT

During my employment with Jamberry LLC I held the following positions: Leader Development/Leader Support Team Lead, Lead Executive Agent, Commission Specialist, Senior Customer Support Agent, and Customer Support Agent. During these roles I had the some of the following responsibilities:

●Efficiently manage time between responding to emails and all other assigned tasks

●Consistently receive exemplary scores regarding rate of response and quality of content by internal Quality Assurance and Supervisor

●Accurately respond to as many as 100 emails/day

●Support Consultants with Leader Ranks through designated Facebook page with scheduled posts and Facebook Live training

●Often volunteer to complete miscellaneous tasks/projects assigned by the Director of Support, Support Supervisors, and President of Global Sales

January 2014 – December 2015

Customer Service Supervisor / Costume Craze LLC, Pleasant Grove, UT

I supervised 20+ employees in an inbound call center, including training and day to day operations. I utilized effective relationship management offering employees respect and appreciation. I provided phenomenal customer service and beyond expectation problem resolutions. I also managed affiliate accounts including Amazon, eBay, and Newegg.

November 2012 – May 2013

Customer Service Representative / Teleperformance, Lindon, UT

I provided high quality technical support for phone, TV, and internet. I received a minimum of 20 calls per shift while meeting company production goals. I mitigated concerns of upset customers by showing confidence and knowledge of problem-solving capabilities.

Education

August 2021

Human Resource Management / Western Governors University, SLC, UT

I began classes in September 2018 and my planned graduation will be in August 2021.

May 2008

High School Diploma / Payson High School, Payson, UT

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