Customer Service Call Center

Imani Mickle

Charlotte, NC 980-***-**** ********.**********@*****.***

Professional Summary

Dedicated and experienced customer service professional with over 14 years of experience in retail, banking, and call center environments. Proven ability to resolve customer issues quickly and effectively, maintain strong client relationships, and improve customer satisfaction and retention. Skilled in handling high-volume interactions, managing teams, and delivering results under pressure.

Experience

Wells Fargo Customer Service Representative

August 2022-February 2023

• Delivered exceptional customer service over pthe phone, assisting with banking inquiries, claims, and transactions.

• Navigated multiple systems to efficiently solve issues and provide accurate solutions.

• Maintained high call quality and first-call resolution in a fast-paced, metrics-driven environment.

• Recognized for professionalism and empathy in handling complex customer concerns.

Customer Care Specialist IQOR INC.

March 2020 - June 2021

• Handled inbound calls to resolve customer issues related to services and billing.

• Consistently met productivity and quality benchmarks, including call resolution and satisfaction scores.

• Worked collaboratively with team members to ensure optimal customer experience.

Patient Service Representative AmerisourceBergen

April 2015 - December 2019

●Assisted patients and providers with completing and submitting all necessary documentation for reimburse program application (copay, patient assistance program, Medicaid, etc.) Manage all aspects of business finance, including cash flow, business transactions, banking, and accounting processes

●Inbound phone queue, completed enrollment activities, answered basic inquires, and provided resolutions to customer complaints.

●Work with patients, providers, or internal shared services to ensure all necessary documentation is received and completed in accordance program policy

Education

High School Diploma- Olympic High School August 2013 – June 2017

Diploma

Skills & abilities

●Customer Relationship Management

●Conflict Resolution & De-escalation

●Point of Sale (POS) & Cash Handling

●Call Center Operations

●Team Leadership & Training

●Multitasking in Fast-Paced Environments

●Communication & Interpersonal Skills

●Fraud Prevention & Risk Reduction

●Management

●Communication

●Computer Skills (Word, Outlook, Various Software Applications)

●Banking

●Financial Services

●Excellent customer service skills

●Restaurant experience

●Organizational skills

●Warehouse experience

●Call Center experience

●Fraud prevention

●Time management

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