Customer Service Specialist
Resume:
Meighan Ryan Parsons
Reliable, Experienced, Honest. I am an Asset to any employer.
Dunbar, WV 25064
*************@*****.***
Professional Summary
Efficient and results-driven customer service specialist with 15+ years of experience in high-pressure environments, excelling in retention strategies and customer satisfaction. Proven track record of managing high call volumes with save rates of 71-87% and recognized as a top-performing team member. Skilled in data analysis, CRM software, and team leadership, dedicated to fostering long-term customer relationships and enhancing service quality.
Authorized to work in the US for any employer
Work Experience
Retention Specialist/ Customer Service Specialist
Coforge/Frontier-South Charleston, WV
October 2024 to Present
• Manage a high volume of incoming calls consistently meeting or exceeding the teams retention goals with average save rates of 71~87%
• Maintain detailed records of all customer interactions using CRM software, ensuring accurate documentation for future reference
• Recognized as part of a top-performing member on a specialized retention team multiple times. Maintain higher call quality scores, first-call resolution rate, and customer satisfaction ratings
• Effectively handle irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
• Proactively follow up with customers after resolution of their concerns to ensure satisfaction and build long-term relationships
OA3
WV STATE/DHHR/BSS-Charleston, WV
November 2023 to May 2024
• Presented findings from data analysis projects at team meetings and executive presentations
• Conducted market research using external databases (e.g., Nielsen) to support strategic decision- making processes
• Developed and maintained data documentation including data dictionaries, metadata, and data lineage information
• Implemented quality control measures to ensure accuracy and integrity of data used for analysis
• Designed surveys/questionnaires for collecting primary research data from customers or target audience groups
• Conducted exploratory data analysis (EDA) techniques such as clustering, dimensionality reduction, and outlier detection
• Developed data models and implemented statistical techniques to solve complex business problems
• Performed data cleaning, transformation, and validation processes to ensure accuracy of analytical results
• Presented findings from data analysis projects at team meetings and executive presentations
• Utilized advanced Excel functions (e.g., VLOOKUP, PivotTables) for data manipulation and analysis tasks
• Performed cohort analysis to understand user behavior patterns and inform product development decisions
• Developed and maintained data documentation including data dictionaries, metadata, and data lineage information
• Implemented quality control measures to ensure accuracy and integrity of data used for analysis Behavioral Health Interviewer
State of West Virginia/Behavioral Surveillance-Charleston, WV April 2022 to March 2023
• Designed and maintained databases to store collected data for easy access and analysis
• Conducted thorough research to identify relevant data sources and ensure accuracy of collected information
• Implemented automated data collection processes using scripting languages or automation tools
• Maintained confidentiality of sensitive information during the entire data collection process
• Ensured compliance with applicable regulations regarding privacy protection when collecting personal or sensitive information
• Implemented data validation processes to ensure the accuracy and integrity of collected information WIS INVENTORY SPECIALIST
WIS International-Charleston, WV
August 2019 to December 2019
• Managed and maintained accurate inventory records for a high-volume retail store
• Conducted regular audits to identify discrepancies and implement corrective measures
• Developed and implemented inventory control procedures to minimize loss and maximize efficiency
• Performed regular cycle counts to verify physical inventory matches system records
• Assisted in the preparation of purchase orders based on demand forecasts and sales data analysis
• Conducted regular analysis of slow-moving inventory to identify potential causes and recommend appropriate actions
• Collaborated with the finance department to reconcile physical inventory counts with financial records CSR/STOCKER/Front End Associate
Walmart-South Charleston, WV
June 2019 to October 2019
• Provided exceptional customer service by greeting and assisting customers with their purchases
• Operated cash register accurately, processing transactions efficiently and handling cash and credit card payments
• Maintained a clean and organized checkout area, including restocking merchandise and arranging displays
• Resolved customer complaints or concerns promptly and effectively, ensuring a positive shopping experience
• Assisted customers in locating products within the store, providing product information and recommendations as needed
• Managed high-volume periods effectively by prioritizing tasks to minimize wait times for customers
• Collaborated with team members to ensure smooth operations at the front end of the store during peak hours
• Trained new cashiers on proper procedures for operating the cash register and delivering excellent customer service
• Utilized strong communication skills to interact with diverse customers from various backgrounds in a friendly manner
• Assisted in inventory management by monitoring stock levels at the front end and notifying supervisors when items needed restocking
• Contributed to loss prevention efforts by diligently checking identification for age-restricted purchases such as alcohol or tobacco products
Office Manager/Administrative Assistant
Sigmon Appliance Repair Inc.-South Charleston, WV
August 2006 to August 2014
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time
• Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns Respite Provider
Arc of 3 Rivers-Charleston, WV
March 2000 to June 2006
• Provided respite care services to individuals with disabilities, ensuring their safety and well-being
• Assisted clients with daily living activities such as bathing, dressing, and meal preparation
• Implemented personalized care plans for each client based on their specific needs and preferences
• Engaged clients in recreational activities to promote social interaction and cognitive stimulation
• Administered medication according to prescribed schedules and documented any changes or reactions observed
• Maintained a clean and organized environment for clients, including light housekeeping duties
• Supported individuals with mobility challenges by assisting with transfers, using mobility aids, and providing physical support as needed
• Ensured adherence to all safety protocols and emergency procedures at all times
• Improved client satisfaction by implementing personalized activity plans tailored to individual interests
• Collaborated with other respite providers as part of a team approach towards client care Customer Service Representative
Ticketmaster-Charleston, WV
June 1998 to March 2000
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Customer Service Representative/Cashier
Kroger-Beckley, WV
January 1996 to January 1998
• Supervised a team of 30+ front-end associates, providing guidance and support to ensure excellent customer service
• Managed cash handling procedures, including opening and closing registers, counting cash drawers, and preparing bank deposits
• Implemented new training program for front-end staff, resulting in improved efficiency
• Resolved customer complaints or issues in a timely manner, ensuring high levels of customer satisfaction
• Conducted performance evaluations for front-end associates, identifying areas for improvement and providing constructive feedback
• Maintained accurate records of daily transactions, including voids, returns, and exchanges
• Developed strong relationships with regular customers by providing personalized service and addressing their specific needs
Education
B.A. in Human resources to be completed soon. in Human resource management and psychology
West Virginia State University - Institute, WV
May 2024
General Studies, Diploma
Fayetteville High School - Fayetteville, WV
August 1993 to May 1996
Photography and Radio station production, 2yr certificate completed Oak Hill Vocational school
Skills
• Data entry
• Behavioral health
• Supervising experience
• Management
• Medical terminology
• Microsoft Office
• Customer Support
• Office Management
• Microsoft Project
• Communication skills
• IT support
• Guest services
• Research
• Customer Care
• Phone etiquette
• Call Center
• Technical support
• Human resources
• Front desk
• Training & development
• Interviewing
• Multi-line Phone Systems
• Computer skills
• Computer literacy
• Organizational Skills
• Employee Relations
• Human Resources
• Microsoft Excel
• Office management
• Payroll
• HIPAA
• Windows
• Supervising Experience1
• Microsoft Word
• Google Docs
• Customer service
• Leadership
• English
Contact this candidate