Nickala Ferguson
San Antonio
Summary
Highly skilled and dependable Customer Service Representative with over 5 years of experience in providing exceptional service and support to customers. Proven track record of resolving complex issues and exceeding customer satisfaction goals. Possesses excellent communication skills, empathy, and patience to effectively handle various customer inquiries and problems. Adept at multitasking and thrive in fast-paced environments. Seeking to leverage my expertise to contribute to a dynamic team and deliver exceptional service to customers.
Overview
5
5
years of professional experience
Work History
Home health aid
Health
Converse
11.2022 - Current
- Followed physician orders when providing care and monitoring client well-being, safety and comfort.
- Pleasantly greeted patients and families and displayed enthusiastic, compassionate attitude, effectively establishing long-term professional relationships.
- Maintained clean and well-organized environment to promote client happiness and safety.
- Recorded vitals and communicated with physicians to provide health updates.
- Monitored medications for patients with various conditions.
Customer service representative
Vernix LLC
San Antonio
05.2021 - 01.2024
- Exceeded sales target by 18% by maintaining advanced products and services knowledge and quickly assessing customer needs.
- Promptly handled an average of 80 customer support calls and addressed concerns about facilities, product mishaps, offers, and billing per day with a 95% customer satisfaction rate.
- Monitored and recorded top customer grievances with details about frequency and seriousness using an Excel sheet.
- Actively evaluated employee engagement to ensure employees were involved and satisfied, resulting in a 25% rise in employee satisfaction in FY 2020.
- Developed effective strategies to market consumers' goods and services.
Customer service representative
At$t
San Antonio
10.2020 - 10.2023
- Provided quality customer service in a high-volume call center, processing transactions, resolving issues, and assisting with service sign-ups.
- Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy.
- Achieved a 92%-95% customer satisfaction rating month over month.
- Developed E-surveys and increased the number of customers by 20%, who provide feedback to measure the net promoter score and boost the services.
Education
Bachelor Degree - Communication, accounting
Northeast lakeview college
Universal CitySkills
- Customer Service
- Active Listening
- Clear Communication
- Complaint Resolution
- Multitasking
- Team Collaboration
- Interpersonal Skills
- Rapport-Building
- Customer Service Software
- Meeting Customer Needs
- High Call Volume Handling
- Continuous Learning
- Tense Situation Management
- Data Entry
- Documentation
Hobbies and Interests
- Volunteering with youth organizations
- Participating in community service projects
- Enjoying outdoor activities like hiking, camping
- Reading children's literature or educational books
- Taking courses on child development/education
- Pursuing creative hobbies like art, music
Timeline
Home health aid
Health
11.2022 - Current
Customer service representative
Vernix LLC
05.2021 - 01.2024
Customer service representative
At$t
10.2020 - 10.2023
Bachelor Degree - Communication, accounting
Northeast lakeview college