Millicent Nyembe

Customer Service Professional with 3+ years of experience delivering high-quality support in fast-paced environments. Dedicated and customer-focused Customer Service Representative with experience providing high-quality support to customers in a fast-paced environment. Skilled in handling inbound and outbound calls, resolving customer inquiries, processing requests, and maintaining strong customer relationships.

Demonstrates excellent communication, active listening, problem-solving, and conflict-resolution skills while consistently meeting performance targets and service standards. Proficient in CRM systems, data capturing, and multitasking across multiple platforms.

Customer Service Representative - PLP GROUP (CareCar)

(2025-01)

• Coordinate healthcare transportation services for members.
• Managed Inbound customer services calls for US based clients
• Schedule, confirm, modify, and cancel transportation bookings for members and patients.
• Assist customers with ride arrangements to medical appointments and other approved destinations.
• Provide accurate information about transportation benefits, eligibility, and policies.
• Resolve customer complaints and service-related issues professionally and promptly.
• Communicate with drivers, transportation providers, healthcare facilities, and members to coordinate rides.
• Monitor transportation schedules and provide updates on ride status.
• Maintain accurate customer records and document all interactions in the system.
• Handles 100+ calls daily
• Maintains 97% CSAT

Customer Service Representative - STARTEK

(2023-10 - 2025-01)

• Handling inbound and outbound customer calls professionally and courteously.
• Assisting customers with enquiries about products, services, accounts, and billing.
• Resolving customer complaints and providing appropriate solutions within company guidelines.
• Identifying customer needs and delivering accurate information and support.
• Processing customer requests, account updates, payments, refunds, or service changes.
• Maintaining accurate customer records by documenting all interactions in the CRM system.
• Escalating complex issues to supervisors or relevant departments when necessary.
• Achieved 97% customer satisfaction rating.

MATRIC - ORLANDO WEST HIGH SCHOOL (2005)