Customer Service Representative

ROSHARON, US, ***** • ************@*****.*** • 832-***-****

MALIKA TOOKES

PROFESSIONAL SUMMARY

Eager to leverage expertise in Care Review processor interpretation and damage assessment to excel as a Property Insurance Claims Adjuster. Possessing strong skills in claims investigation and commission structures, ready to contribute to effective claim resolution and customer satisfaction.

EMPLOYMENT HISTORY

CUSTOMER CARE SPECIALIST Sep 2022

Appfolio Remote

PREMIER SERVICE CONSULTANT Dec 2018 - Aug 2022

AT&T Mobility Call Center Houston, TX

• Provide in-depth support by resolving service, billing, and technical issues, and assist with plan changes and device upgrades to enhance customer satisfaction.

• Handle diverse customer service inquiries, including collections, retention, and sales coordination, while providing advanced technical support and adapting to evolving business requirements.

• Manage an average of 40 customer interactions per day, ensuring efficient issue resolution in a single interaction and consistently meeting call center performance benchmarks.

• Serve as Team Lead for escalated calls, addressing complex billing issues, promotional inquiries, and advanced technical support challenges.

REAL ESTATE AGENT Mar 2014 - Dec 2018

Nb Elite Realty Houston, TX

• Offered market analysis and strategic pricing recommendations to clients, enhancing sales effectiveness and client satisfaction.

• Coordinated property marketing efforts, including staging and photography, resulting in an average of 2-3 successful transaction closures monthly.

• Oversaw the complete offer and closing procedures, guaranteeing compliance with contractual terms and efficient documentation processing.

EDUCATION

BACHELOR OF SCIENCE, BUSINESS INFORMATION SYSTEMS Mar 2007 University of Phoenix Tempe, AZ

COURSES

PMI 2023

Project Management Institute

SKILLS

Customer Relationship Management, Change Management, Issue Resolution, Analytical Thinking, Client Engagement, Remote Communication, Problem-Solving, Attention to Detail, Organization, Time Management, Adaptability, Negotiating, Communication, Computer Skills, Customer Service, Investigation. Deliver personalized customer support via multiple channels, ensuring smooth request handling. Resolve customer issues efficiently, enhancing satisfaction and retention rates. Collaborate on projects to optimize product usage and eliminate inefficiencies. Provide insights across departments, enhancing product understanding and guidance. Adapt quickly to change, managing tasks effectively in a dynamic environment. Resolved customer inquiries promptly, enhancing satisfaction and loyalty. Implemented innovative solutions, resulting in measurable improvements to service quality.

Maintained meticulous records of customer interactions, ensuring accurate follow-ups. Developed tailored solutions, addressing complex customer needs effectively.

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