Akeli Sullivan-Nevels
Senior Customer Service Teammate
North Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
GCX Premium Serv Teammate 2
eBay Inc. – Premium Services
10.2022 - Current
- Handling member’s concerns via phone, chat & email
- Perform account/member risk assessments
- Working to prevent fraudulent activity
- Resolve escalated member issues
- Applying restrictions/suspensions on risky accounts
- Handling/Rerouting member appeals
- Sr
- Teammate – provide coaching for lower-level teammates, call reviews, providing additional action plan steps to achieve scorecard goals
- SME/Mentor – supported multiple new hire classes by providing coaching and assisting with call handling to set new hires on the right path for production.
GCX Risk Teammate 2
EBay Inc, E2M Front Office
06.2021 - 10.2022
- Provide quality customer service
- Perform account/member risk assessments
- Assist members with orders
- Resolve escalated member issues
- Applying restrictions/suspensions on risky accounts
- Reinforce policy guidelines
Customer Service Team Lead
Conduit
07.2019 - 05.2021
- Resolve escalated customer issues
- Facilitate training as appropriate
- Floor walking/ support
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
Patient Care Technician
Methodist North Hospital
01.2016 - 07.2019
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
Education
GED
Technical College
No Degree - Creative Writing And English
National University
La Jolla, CA08.2018
Skills
- Excellent customer service
- Strong verbal and written communication
- Teamwork and collaboration
- Excellent work ethic
- Strong active listening skills
- Problem Solving
- Service Standard Compliance
- Time Management
- Conflict Management
- Telephone Etiquette
- Computer Literacy
- Detail Oriented
Timeline
GCX Premium Serv Teammate 2
eBay Inc. – Premium Services
10.2022 - Current
GCX Risk Teammate 2
EBay Inc, E2M Front Office
06.2021 - 10.2022
Customer Service Team Lead
Conduit
07.2019 - 05.2021
Patient Care Technician
Methodist North Hospital
01.2016 - 07.2019
GED
Technical College
No Degree - Creative Writing And English
National University
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