Markia Egland
Placentia
Summary
Dynamic customer service professional with a proven track record at the Automobile Club of Southern California, excelling in problem resolution and fostering client loyalty. Recognized for enhancing member satisfaction through exceptional communication and empathy, while actively contributing to team performance and training initiatives. Committed to delivering personalized solutions that drive retention.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Member Service Specialist 2
Automobile Club of Southern California
12.2015 - Current
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Met customer call guidelines for service levels, handle time and productivity.
Personal Care Assistant
My Life Foundation
05.2014 - 12.2015
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Lead Guest Service Representative
Chick-fil-A
04.2010 - 05.2014
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Contributed to the development of departmental policies and procedures, ensuring a consistent and high-quality experience for all guests.
- Actively participated in team meetings, sharing ideas for process improvements that led to enhanced operational efficiency within the department.
- Managed nightly cash reconciliation, maintaining accurate financial records and minimizing discrepancies.
- Trained new Guest Service Representatives on procedures and customer service best practices.
- Implemented upselling techniques , driving additional sales of upgrades and products.
Education
No Degree - Nursing
Cerritos College
Norwalk, CAHigh School Diploma -
Carson Senior High School
Carson, CA06-2008
Skills
- Customer service excellence
- Strong empathy
- Customer engagement
- Exceptional communication
- Effective time management
- Effective problem resolution
Certification
Certified nursing assistant
Timeline
Member Service Specialist 2
Automobile Club of Southern California
12.2015 - Current
Personal Care Assistant
My Life Foundation
05.2014 - 12.2015
Lead Guest Service Representative
Chick-fil-A
04.2010 - 05.2014
No Degree - Nursing
Cerritos College
High School Diploma -
Carson Senior High School
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