Makayla Chavous
Charlotte
Summary
Seasoned customer service professional with strong capability and background to prioritize customer satisfaction and manage time effectively. Offering exceptional experience in active listening, independent resolutions, and improving companies successes. Best known for adaptability and focusing on achieving positive results.
Overview
10
10
years of professional experience
Work History
T-Mobile Customer Care Agent (WFH)
IQOR
Charlotte, NC
06.2023 - Current
- Achieved 40% product revenue growth in three months by planning and launching four new key features
- Resolved complex service issues, enhancing team-wide problem-solving skills and productivity in 2-3 minutes per call
- Collected, processed and interpreted data, oversaw document management, project assignment, assessments, and system audits via Microsoft tools improving state test pass rates from 72% to 87% in two years
- Processed and negotiated payments/arrangements with debtors in accordance within companies policies and procedures
Baggage Claim Recovery Agent (WFH)
American Airlines
Rock Hill, SC
12.2020 - 04.2023
- Maintained detailed records to support improved decision-making and accountability using information creating a data map to oversee companies struggles
- Communicating with airline passengers and various departments via phone, email, and chat to locate lost, delayed, or misdirected baggage using barcodes and confirmation numbers also ensuring passengers are being appointed to correct branch
- Handling airline passengers inquiries, complaints, and claims maintaining documentation of resolution of each passenger inconvenience
Healthcare Dispatcher
ConceptHR LLC
Warrenville, SC
05.2017 - 06.2019
- Performed administrative duties data entry utilizing computer systems to locate addresses/coordinates, calculate estimated arrival/departure times, provide directions if necessary, updating records of driver locations, delays, and cancellations
- Maintained log of all incoming/outgoing calls and assigned daily tasks answering customers request with information on product availability, shipping information and status updates
- Recorded customer and vendor complaints, investigated and discussed possible solutions and resolved in a timely manner to ensure a prevention of dissatisfaction within the company
Warehouse Order Selector
CVS Distribution Center
North Augusta, SC
06.2016 - 08.2018
- Read store orders from assigned tablet which included items location, description and quantity
- Monitor stock levels, receive incoming shipment, organize and assort products in warehouse ensuring shelves and packing stations are fully stocked
- Cross-trained at warehouses fulfilling training tasks to be advanced to management
- Worked closely with team members to promote fast and efficient workflow reducing process timing
Education
High School Diploma -
South Mecklenburg High School
Charlotte, NC06-2016
Skills
- Organizational skills, Multitasking, Communication, Microsoft Office, Time management, Team leadership, Analytical thinking, Problem-solving, Goal setting, Typing speed, Payment processing, Data entry, Customer service, Account management
Timeline
T-Mobile Customer Care Agent (WFH)
IQOR
06.2023 - Current
Baggage Claim Recovery Agent (WFH)
American Airlines
12.2020 - 04.2023
Healthcare Dispatcher
ConceptHR LLC
05.2017 - 06.2019
Warehouse Order Selector
CVS Distribution Center
06.2016 - 08.2018
High School Diploma -
South Mecklenburg High School