Hailey Abdul-Malik
Rancho Cucamonga
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Gold Star Foods
11.2023 - Current
- Handle customer complaints
- Provided appropriate solutions and alternatives within the limits; follow up to ensure resolution
- Process customer accounts, and file documents
- Follow communication, procedures, guidelines, and policies
- Assist and place orders for customers
- High volume of inbound calls
- High volume of email communication
BDC/Receptionist
Mazda of Claremont
09.2023 - 04.2024
- Welcomes visitors by greeting them, in person or on the telephone
- Responded to inquiries from callers seeking information via phone and email
- Maintains telecommunications system by following manufacturer's instructions for house phone and console operation
- Maintained a safe and clean reception area
- Handle inbound leads (phone, internet, chat, text) and direct to appropriate contact
Receptionist
Medical Diagnostic Laboratories
01.2023 - 09.2023
- Responded to inquiries from callers seeking information via phone and email
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Managed security and telecommunications systems
- Answered the central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Confirmed appointments, communicated with clients, and updated client records
- Maintained confidentiality of information regarding clients and company
- Scheduled office meetings and client appointments for staff teams
- Kept the reception area clean and neat to give visitors a positive first impression
- Resolved customer problems and complaints
Receptionist Administrator
H&R Block
11.2021 - 01.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Answered incoming calls, directing clients to individuals addressing specific needs
- Handled complaints and questions, and redirected calls to other team members
- Promoted maintenance of professional and courteous customer interactions across reception personnel
- Acted as the first point of contact and set appointments for prospective clients
- Matched clients to the best suited tax preparer depending on their needs
Education
Associate of Arts - Business Management
Pasadena City College
Pasadena, CA06-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
Timeline
Customer Service Representative
Gold Star Foods
11.2023 - Current
BDC/Receptionist
Mazda of Claremont
09.2023 - 04.2024
Receptionist
Medical Diagnostic Laboratories
01.2023 - 09.2023
Receptionist Administrator
H&R Block
11.2021 - 01.2023
Associate of Arts - Business Management
Pasadena City College
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