Ikia Weston
Columbia
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
9
9
years of professional experience
Work History
Legal Administrative Specialist
Veterans Administration
Phoenix
02.2023 - Current
- Proofread legal documents prior to submission ensuring accuracy of content and formatting requirements were met.
- Composed, edited and typed complex memos and reports with job-related software.
- Assisted veterans with problems or questions regarding claims.
- Utilized job-related software to prepare change of address records and banking information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls to assist Veterans with a variety of questions or concerns.
Call Center Supervisor
Doctors Care Urgent Care
Columbia
01.2021 - 04.2024
- Maintained strong call control and quickly worked through scripts to address problems.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Resolved escalated customer complaints in a timely manner.
- Preformed peer reviews of calls ensuring accuracy and completeness.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Customer Service Representative
Liberty Mutual
Columbia
05.2016 - 01.2021
- Developed strong customer relationships to encourage repeat business.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided empathy to customers that have been involved in car accidents who are calling to file a claim.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Inbound call center, assisted with filing accident claims.
Education
Bachelor of Science - Computational Science
Coastal Carolina University
Conway, SCSkills
- File management
- Office administration
- Legal transcription
- Electronic filing systems
- Legal document preparation
- Account updating
- Scheduling
- Microsoft Excel
- Complaint resolution
- Strategic planning
- Employee development
Timeline
Legal Administrative Specialist
Veterans Administration
02.2023 - Current
Call Center Supervisor
Doctors Care Urgent Care
01.2021 - 04.2024
Customer Service Representative
Liberty Mutual
05.2016 - 01.2021
Bachelor of Science - Computational Science
Coastal Carolina University