Millana Starkey

Connecting with LawnStarter/LawnLove and Home Gnome customers over phone, web and/or SMS to provide job estimates, overcome objections, book recurring services, upsell and close sales.

• Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
• Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
• Utilized CRM software to manage client information, track leads, and monitor sales progress.
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
• Generated additional sales opportunities with upselling and cross-selling techniques.
• Expanded customer base through cold calling, networking, and relationship building.
• Increased sales revenue by identifying and targeting high-potential accounts.

• Inbound customer service tasks - answering tickets, emails and chats either on the go, in scheduled shifts or on request
• Escalating queries to Level 2 support
• Actively involved with the development team of any difficulties to ensure client needs are met
• Participating in scheduled meetings and trainings with the team
• Helping with additional administrative tasks
• Following up with customers regarding procedures, issues, and resolutions
• Ensuring the Service Desk meets all SLA compliance requirements, including ensuring all tickets are resolved within the SLA timeframe
• Contributing improvements towards the team
• Participating in the feedback mechanism aimed at improving the experience

Monitor Administrators is an insurance service provider and broker that specialises in Long term and short term insurance product claims.

• Additional Profile Tasks and Responsibilities: taking control of outstanding/pending claims to ensure regular follow ups and feedback to clients
• Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
• Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
• Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
• Contributed to risk management strategies by identifying trends in claim types or emerging risks requiring further investigation.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate claim information.
• Maintained comprehensive records of claims processed, facilitating quick retrieval for audits and reviews.
• Conducted thorough investigations into potentially fraudulent claims, reducing company losses.
• Ensured timely claim payments by diligently monitoring deadlines and following up on outstanding documents.
• Managed a high volume of daily claims, consistently meeting deadlines without compromising attention to detail or accuracy.

• Inbound customer Service Agent for the National Covid-19 Hotline
• Responsible for assisting citizens with their registrations, appointment bookings, vaccination queries and escalations
• Outbound Escalations Service Agent
• Skills to use on a daily basis - Data Capturing and Admin - Empathy Customer Service - Problem Solving skills - Work from Home to Covid population assistance
• I also stood in as a team leader
• I was assigned and worked in during this time under the following management styles: Team Management, Self Management, Team Management, Self Motivation, Emotional Intelligence, Problem Solving, Team Collaboration
• In January 2022 I moved out of a voice role and into the email/escalations role
• Here I assist with the same queries I did in a voice role as well as escalations and editing queries that voice agents cannot assist with
• At the end of January 2022, I was selected as part of a team of 3 SME/floor trainers
• Email escalations and Subject Matter Expert (SME)/Floor Trainer role
• Training new recruits and then training new hires as well as training new role outs from the client National Department of Health with queries and handling system changes and updates

• Offer upgrades to existing and eligible Vodacom Contract holders to ensure continuation of business
• Call customers for upgrade and offer deals that will be suitable and attractive to the customer according to their needs and usage
• Targets are set by group
• Capturing data from available database closing deals
• Processing sales/upgrade on Vodacom CSD System
• Assisting customers with queries and orders
• Handling sales targets

• To fulfill a multi-functional role across Sales, Service and Support ensuring that the client receives above average service
• Assist clients with Card assurance products and services
• Assist clients with sales and upgrades
• Assist clients with updates on existing products and services
• Ensure that the client receives personal and friendly service by handing them their current card personally enjoying the experience with the client and ensuring they leave the branch satisfied
• Generate leads to upgrade cards on a month-to-month basis by the close on targets
• Prevent fraud and error in the business by being vigilant and making sure all your calls are recorded
• Helped large volumes of customers every day with positive attitude and focus on customer satisfaction