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MAKAYLA MCLEAN

adnvwk@r.postjobfree.com 228-***-**** Gulfport, MS 39503

Call center operations

Call documentation skills

Call control skills

Proficiency in [Type] software

Pondera Gulfport, MS

Call Center Representative

04/2021 - 07/2021

Documented conversations with customers to track requests, problems and solutions.

Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Consulted with customers to determine best methods to resolve service and billing issues.

Took over [Number] inbound calls per day, aĴentively listening to customers' questions and concerns and increasing customer base

[Number]%.

Island View Casino Resort Gulfport, MS

Dispatcher Office Assistant

08/2019 - 03/2021

Monitored dispatch board and adjusted call priorities regularly based on caller needs.

Tracked all changes in computer system to keep records current and accurate.

Kept detailed and updated records of calls in physical and electronic databases.

Communicated with individuals within inbound call center seĴing to complete dispatch support for [Type] calls.

Accurately and efficiently responded to over [Number] daily requests. Coordinated order processing, pick sheet running and invoice printing, as well as shift shipping logs and paperwork submissions. Trained over [Number] employees on accurate triaging and dispatching procedures while personally handling [Number] daily calls. Maintained positive working relationship with fellow staff and management.

Assisted organizational efforts by filing, entering data and answering phones.

Cracker Barrel Gulfport, MS

Waitress

01/2018 - 01/2019

Stocked server areas with supplies before, during and after shifts. Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.

Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution. Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.

Updated customers on menu changes and new food and beverage Skills

Experience

Resume Received Schedule Interview Contact Me Quickly offerings to maintain quality service relationships. Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties.

Assisted kitchen staff with food counts by determining number of items required for complete service.

Cleared table and bussed dishes to allow for quick setups. Set up dining room to meet hospitality and service standards. Welcomed guests with personable aĴitude and brought beverage orders while reviewing menu options.

Resolved customer concerns with friendly and knowledgeable service. Developed strong and lasting resident relationships. Greeted newly seated guests promptly, filled water glasses and brought bread to table.

Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.

Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection. Mississippi Gulf Coast Community

College - Perkinston Campus Gulfport,

MS

Call Center Representative

06/2016 - 06/2018

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Documented conversations with customers to track requests, problems and solutions.

Assessed customer account information to determine current issues and potential solutions.

Consulted with customers to determine best methods to resolve service and billing issues.

Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Managed high-volume of inbound and outbound customer calls. Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction. Killeen High School Killeen, TX

High School Diploma

06/2012

IAP Career College

Relationship Coach Certification

07/2021

One Stop Taxes

Tax Preparer Certification

12/2020

American Health Association

CPR/AED Certification

06/2021

Education and Training

Accomplishments

Consistently maintained high customer satisfaction ratings. Exceeded sales goals by an average of [Number]% in [Year] Improved delivery of [Product or Service] by [Action], realizing overall increase in customer satisfaction and cost efficiency.

Created highly effective new [Program] that significantly impacted efficiency and improved operations. Developed relationships with [Number] new clients and typically exceeded sales goals by [Number]%

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