Open to opportunities

Makayla Scruggs

@makaylascruggs

Message

Results-driven Technical Support and Customer Service professional.

United States

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative team environment, and the chance to leverage my technical support skills to enhance customer satisfaction.

I am a results-driven Technical Support and Customer Service professional with over 8 years of experience in troubleshooting, client relations, and technical issue resolution. My expertise lies in resolving software, hardware, and connectivity challenges while delivering exceptional customer experiences. I thrive in fast-paced environments, supporting remote platforms, and improving service operations through process optimization.

Throughout my career, I have maintained a 98% customer satisfaction rating by providing high-quality service and timely follow-ups. My role as a Technical Support Agent at Valor Global has allowed me to resolve 90% of customer concerns on the first contact, showcasing my effective troubleshooting skills and clear guidance. I am passionate about helping others and exceeding performance metrics, which has been a consistent theme in my professional journey.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Agent

Current

Valor Global

Aug 2022 - Present (2 years 11 months)

Provided Tier 1 and Tier 2 technical support for software, hardware, and network-related issues. Resolved 90% of customer concerns on first contact through effective troubleshooting and clear guidance.

Technical Troubleshooting CRM Zendesk Salesforce Customer Service Data Entry Customer Satisfaction

RedCard Specialist

Target

Jan 2021 - Present (4 years 6 months)

Supported customers with RedCard account issues including payments, disputes, and account updates. Resolved financial and technical inquiries while ensuring compliance with financial regulations.

Customer Support Financial Services Compliance Training Mentoring Communication Customer Satisfaction Account Management

Customer Service Representative

Magellan Health

Oct 2018 - Present (6 years 9 months)

Handled eligibility verification, claims, and benefit inquiries for healthcare members and providers. Reduced referral processing turnaround by 15% through accurate data entry and improved workflows.

Customer Service Healthcare Claims Processing Data Entry Workflow Optimization Quality Assurance Communication Problem Solving Customer Support

Customer Service Representative

LogistiCare

Jul 2017 - Present (8 years)

Answered inquiries regarding transportation coordination and program eligibility for medical appointments. Maintained a high call volume while achieving performance goals for call resolution and documentation.

Customer Service Call Resolution Documentation Empathy Communication Performance Goals

Education

Degrees, certifications, and relevant coursework

McCluer South-Berkeley High School

High School Diploma / GED, General Studies

Completed high school education, gaining foundational knowledge and skills. Developed strong communication and problem-solving abilities through various coursework and activities.