Makaiya Lacy
Pine Bluff
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Fidelity Information Services
01.2024 - 05.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Customer Service Representative
Entergy ( Remote )
05.2021 - 01.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Maintained accurate records of customer interactions and transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
Adecco
04.2020 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Dollarway High School
Pine Bluff, ARUniversity of Arkansas
Pine Bluff, ARSkills
- Call management
- Conflict resolution
- Software navigation
- Customer engagement
- Time management
- Team collaboration
- Call control skills
Timeline
Call Center Representative
Fidelity Information Services
01.2024 - 05.2025
Customer Service Representative
Entergy ( Remote )
05.2021 - 01.2024
Customer Service Representative
Adecco
04.2020 - 05.2021
Dollarway High School
University of Arkansas