Malika Lee
West Point
Summary
Dedicated professional with demonstrated strengths in customer service, time management and multitasking with Work From Home experience. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Clean driving record and excellent teamwork skills.
Overview
14
14
years of professional experience
Work History
Shuttle Driver
Malone Workforce Solutions
08.2024 - Current
- Operated with safety and skill to avoid accidents and delays.
- Drives new finished-product vehicles to designated locations
- Drive and park vehicles in accordance with the Transportation & Handling Manual
- Prior to driving vehicles, inspect vehicles to ensure that it is damage-free and functioning correctly
- Follow all Port traffic policies and posted speed limits
- Report any unsafe conditions or road hazards encountered to management
- If mechanical difficulties or sustains damage of any type develops, I must document the problems and report to management
- Read and understand parking location maps
Virtual Sales Chat Representative
Afni, Inc
04.2019 - 03.2024
- Sold phones, watches, tablets, jetpack, and wireless accessories to Verizon customers via chat platform in a Work From Home environment.
- Answered billing and technical questions for customers during peak season.
- Utilized all available sources and software to help customers save money on devices and their bill.
- Used problem solving skills to retain the customer when chats escalate.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries through chat support.
- Using great customer service to build rapport to give customers a great experience and upsell products.
- Streamlined resolution process for common issues, resulting in faster response times and improved customer feedback.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
- Facilitated communication between affected parties, including customers, banks, and merchants, to resolve fraud-related issues.
- Managed a caseload of fraud alerts, ensuring timely and accurate resolution of each case.
Security Officer
Kia Motors Manufacturing Georgia
05.2017 - 04.2019
- Used verbal and physical deescalation strategies to restore order and reduce tension.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Diligently observed and monitored the premises while conducting vehicle and on person searches to prevent a hostile work and unsafe environment.
- Communicated regarding incoming admissions, visits and deliveries to appropriate staff.
- Monitored CCTV feeds of building and grounds.
- Conducted routine inspections of fire alarm systems and emergency exits to ensure proper function.
- Collaborated with law enforcement agencies during emergencies or ongoing investigations.
Customer Service Representative/Mentor
American Home Shield
02.2014 - 04.2017
- Drove customer satisfaction with swift and successful handling of escalated complaints.
- Mentored team members to apply quality customer service techniques and foster satisfaction.
- Answered 100-150 incoming calls and emails daily, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Trained and mentored new and existing co workers to maximize their full potential to ensure overall productivity.
- Called customers back who needed a supervisor and assisted with their concerns.
- Assisted with taking payments, setting appointments for services, speaking to service technicians, and anything regarding getting their warranty enforced.
Site Supervisor
Allied Barton
02.2011 - 10.2014
- Processed Onboarding paperwork and conducted short orientation gatherings.
- Point of contact for students and their parents at the university when there were issues and campus activities.
- Did rounds ongoing to ensure a safe living environment for the students and visitors.
- Created schedules and payroll for employees.
- Ordered uniforms and all necessary items for the other officers when needed.
- Was the liaison between the client and the operations manager of the company.
- Led and directed investigations of accidents, thefts and property loss on premises.
Education
Data Entry And Computer Information Systems
Alabama State University
Montgomery, ALHigh School Diploma -
Lanett High School
05-1999
Skills
- CRM Software
- Decision-Making
- Order Processing
- Time Management
- Understanding Customer Needs
- Active Listening
- Critical Thinking
- Technical knowledge
- Fraud Detection
- Clean Driving Record
- Dispute Resolution
Timeline
Shuttle Driver
Malone Workforce Solutions
08.2024 - Current
Virtual Sales Chat Representative
Afni, Inc
04.2019 - 03.2024
Security Officer
Kia Motors Manufacturing Georgia
05.2017 - 04.2019
Customer Service Representative/Mentor
American Home Shield
02.2014 - 04.2017
Site Supervisor
Allied Barton
02.2011 - 10.2014
High School Diploma -
Lanett High School
Data Entry And Computer Information Systems
Alabama State University
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