Tikila McInnis

*** ****** ***, *******, ***********, 39206, US • 601-***-**** • adt23c@r.postjobfree.com Customer service expert with 20 years of experience resolving account and service issues for clients. Has a high level of integrity and a strong work ethic, and is looking to use his management skills to help the company grow in the long run. Customer service

Data entry

Strong verbal communication

Quick learner

Self-motivated

MS Office proficiency

Medical terminology knowledge

Creative problem solving

Good listening skills

Conflict resolution

Business Administration - Associate of Applied Science - 2000 Hinds Community College - Raymond Campus - Raymond, MS Customer Service Representative - November, 2017 to Present MTM Transit - Lake Saint Louis, MO

Provided a superior customer experience in order to build a loyal customer base. Answered customer calls promptly to avoid long wait times on hold. Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns. Collaborated with management to come up with proactive customer service solutions and put them into action. Aided sales associates by providing knowledgeable assistance with a variety of issues. Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.

Customer Service Representative Agent - January, 2005 to October, 2017 Xerox - Madison, MS

Assisted 90-100 customers by answering questions, responding to inquiries, and handling phone requests in an average 2 minutes. Provided customers with advice and assistance, paying special attention to their specific needs or desires. Answered customer calls promptly to avoid long wait times on hold. Copied, logged, and scanned supporting documents before filing everything in the client's files. Quickly investigated and resolved customer complaints and inquiries. Answered an average of [Number] calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.

PROFESSIONAL SUMMARY

SKILLS

EDUCATION

WORK HISTORY

Customer Service Manager - January, 2000 to January, 2005 Subway - Jackson, MS

Provided friendly, knowledgeable service and support in response to customer requests. Interviewed and onboarded customer service representatives, focusing on candidates who were quality-oriented. Deal with customer service issues and complaints.

Improved internal and external customer satisfaction ratings by efficiently researching, troubleshooting, and resolving escalated issues. Evaluated the performance of various employees and encouraged team members to increase productivity. Worked with coworkers to improve the customer service experience and achieve team goals through high client satisfaction rates. Gave CSRs accurate, specific, and timely feedback on their performance. Manage the day-to-day operations when the owner is out of the office.