Summary
Overview
Work History
Education
Skills
Timeline
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Mhikayla McLendon

Chesterfield,VA

Summary

Highly motivated and results-driven professional with a strong work ethic and a passion for taking on new challenges. Known for adaptability, quick learning, and the ability to work effectively both independently and in team environments. Possesses exceptional interpersonal and communication skills, with a proven track record of thriving in dynamic, fast-paced settings.

Overview

8
8
years of professional experience

Work History

Senior Communications Specialist

Browngreer
05.2024 - 05.2025
  • Answer an average of 60-80 inbound calls and respond to client inquiries with professionalism, empathy, and accuracy
  • Conduct outbound calls to gather necessary documentation or provide claim updates
  • Review legal claim submissions and documentation for completeness, accuracy, and compliance with firm standards
  • Input and update client information in case management systems
  • Escalate urgent or complex issues to the appropriate department
  • Maintain confidentiality and adhere to data privacy regulations
  • Collaborate with attorneys, paralegals, and administrative staff to support case preparation
  • Follow scripts and workflows to ensure consistency and compliance
  • Meet call quality, review accuracy, and targets achieving a call quality score of 95% or higher based on regular monitoring evaluations.

Tier 2 Chat Advisor

Kelly Services
10.2022 - 04.2024
  • Provide real-time technical support to customers via chat, addressing advanced product issues and inquiries
  • Troubleshoot software, hardware, or connectivity problems and escalate when necessary
  • Document all interactions and resolutions accurately in support systems
  • Collaborate with engineering or product teams to identify and resolve recurring technical issues
  • Mentor and support junior advisors by offering guidance and feedback on performance and best practices
  • Help maintain internal knowledge bases and contribute to process improvements
  • Monitor 3-4 chat sessions simultaneously while maintaining high-quality interactions

Customer Account Specialist

Pinnacle Technical Resources
01.2022 - 08.2022
  • Answer an average of 35-40 inbound customer calls promptly and professionally, addressing a wide range of utility-related inquiries
  • Assist customers with billing questions, payment processing, and account management
  • Provide technical support and troubleshooting for utility service interruptions or outages
  • Document and update customer information and account details in the CRM system
  • Identify customer issues and escalate to appropriate departments as needed
  • Educate customers about utility programs, services, and policies
  • Assist with emergency calls, outages, or urgent service needs as required

IT Technician Intern

Dominion Energy
06.2017 - 08.2017
  • Assist in the installation and configuration of hardware and software for employees
  • Troubleshoot and resolve technical issues related to desktops, laptops, and other office technology
  • Provide basic technical support via phone, email, or in-person for staff
  • Assist in maintaining and updating network systems, including monitoring for performance issues
  • Document and track support requests in the help desk system
  • Perform routine maintenance tasks, such as software updates and system patches
  • Help maintain inventory of IT equipment and assist with hardware management

Education

BBA - Human Resources Management

Virginia Commonwealth University
Richmond, VA
10-2026

Associate of Science - Computer Science

J. Sargeant Reynolds Community College
Richmond, VA
05-2020

Skills

    Technical Proficiency:
    Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Google Workspace (Docs, Sheets, Calendar), Zoom, Microsoft Teams, Slack, File Management Systems

    Soft Skills:
    Attention to Detail, Time Management, Independent Work Ethic, Critical Thinking, Organization & Planning, Reliability & Dependability, Discretion & Confidentiality, Written Communication Skills, Problem Solving, Patience & Persistence

Timeline

Senior Communications Specialist

Browngreer
05.2024 - 05.2025

Tier 2 Chat Advisor

Kelly Services
10.2022 - 04.2024

Customer Account Specialist

Pinnacle Technical Resources
01.2022 - 08.2022

IT Technician Intern

Dominion Energy
06.2017 - 08.2017

BBA - Human Resources Management

Virginia Commonwealth University

Associate of Science - Computer Science

J. Sargeant Reynolds Community College

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Mhikayla McLendon