Nikia Page
Tupelo,Ms
Summary
Caring, friendly, highly motivated and career driven professional with 19 years of experience in customer service and collections. My objective is to acquire a position where I can utilize my experience and skills to benefit the organization. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organization. I am excited about the prospect of working with a Corporation to improve the customer experience and increase retention through quick resolution of any customer concerns.
Overview
19
19
years of professional experience
Work History
Quality Assurance Analyst
FedEx
08.2023 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Inspect all damage packages and complete necessary reports
- Respond to customer phone calls regarding lost and damage packages
- Liaison between operations, contractors, and customers to ensure shipment integrity
- Stack, package and label products
- Ensure compliance with all safety and regulations
Collections and customer service Specialist
Franklin Service
07.2005 - Current
- Prepare monthly management reports as required to support monthly and quarterly analysis
- Promptly handled an average of 150 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Achieved a 99.5% customer approval rating with a compassionate and empathetic approach
- Navigate and interpret various screens and relay information to clients accurately and professionally
- Assist in training and development of new hires
- Issue written correspondence to customers and perform phone reminders in a timely manner including emails
- Act as first point of contact for the process related issues and escalation
- Answer a mutil line phone system, send and receive client emails while following proper customer service etiquette
- Throughly learned policy, procedure, requirements and standards
- Handle sensitive information in a confidential manner
- Developed proficiency in Microsoft office, Word, and Excel
Education
Associates of Applied Science - Surgical Technology
Itawamba Community College
Fulton, Ms05.2017
Skills
- Customer service & relations
- Word processing and typing
- Detail-oriented
- Telephone reception
- Computer operations
- Professional & courteous
- Fast leaner
- Office equipment operations
- Microsoft
- Excel
- Problem-solving
- Team oriented
- Leadership Development
- Customer satisfaction
Timeline
Quality Assurance Analyst
FedEx
08.2023 - Current
Collections and customer service Specialist
Franklin Service
07.2005 - Current
Associates of Applied Science - Surgical Technology
Itawamba Community College