MacKenzie Poole
Carlisle
Summary
Business process professional with strong focus on optimizing workflows and driving operational efficiency. Skilled in process mapping, data analysis, and project management, with proven ability to collaborate effectively within team settings. Known for adaptability and delivering results under changing conditions, leveraging analytical thinking and problem-solving skills to enhance business performance.
Overview
10
10
years of professional experience
Work History
Business Process Analyst
Highmark
11.2024 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Lead Customer Service Representative
Highmark
04.2021 - 11.2024
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
Customer Service Representative
Highmark
08.2017 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Shift Supervisor
CVS
01.2017 - 08.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Helped store management meet standards of service and quality in daily operations.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
Cashier
CVS
12.2015 - 01.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Bachelor of Science - Business Administration
Pennsylvania College of Technology
Williamsport, PA05-2024
Skills
- Team collaboration
- Effective communication
- Data monitoring
- Process change improvements
- Teamwork and collaboration
Timeline
Business Process Analyst
Highmark
11.2024 - Current
Lead Customer Service Representative
Highmark
04.2021 - 11.2024
Customer Service Representative
Highmark
08.2017 - 04.2021
Shift Supervisor
CVS
01.2017 - 08.2017
Cashier
CVS
12.2015 - 01.2017
Bachelor of Science - Business Administration
Pennsylvania College of Technology
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