MICAH GILMORE
Ridgeville
Summary
Customer focused and driven to excell Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Humana
10.2023 - 06.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Expedited workflow through proficient use of software tools such as Microsoft Excel, Word, Access, and other database programs.
Customer Service Agent
CarelonRX Pharmacy
03.2024 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders and prescriptions
- Delivered prompt service to prioritize customer needs.
Customer Service Manager
Publix
03.2015 - 09.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Conducted training and offered staff development opportunities to decrease process lags.
Education
Bachelor of Science - Biology
College of Charleston
Charleston, SC06.2023
Skills
- Service Delivery Optimization
- Report Preparation
- Technical Support
- Regulatory Compliance
- Schedule Coordination
- Call Center Operations
- Talent Development
- Decision-Making
- Customer-Focused
- Customer Relations
- Call flow maximization
Timeline
Customer Service Agent
CarelonRX Pharmacy
03.2024 - 05.2024
Customer Service Agent
Humana
10.2023 - 06.2024
Customer Service Manager
Publix
03.2015 - 09.2023
Bachelor of Science - Biology
College of Charleston
Similar Profiles
Patricia Y. FrazierPatricia Y. Frazier
Enrollment Specialist at HumanaEnrollment Specialist at Humana
Tim HowardTim Howard
Medicare Agent at HumanaMedicare Agent at Humana
Sonya SimsSonya Sims
Medicare Sales Agent at HumanaMedicare Sales Agent at Humana