Jaila Nicholson

• Customer Retention Specialist 06/14/2020 to 01/05/2023

Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders. Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns. Conducted detailed analysis and research of customer retention issues to facilitate timely and successful resolutions. Discuss cell phone services with customers over telephone to explain equipment usage and to troubleshoot equipment problems.

Customer Billing Representative 01/15/2017 09/20/2019

• Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems. Researched and resolved billing inconsistencies and errors through individual and collaborative analysis. Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices. Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.

• Responded to customer calls and emails to answer questions about products and services.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Processed debit and credit card and electronic check payments.

• Restocked and organized merchandise in front lanes.
• Processed both cash and card purchases and returns.
• Performed checks to determine most accurate pricing.
• Spoke with upset customers and notified appropriate management to resolve conflicts.

• Resolved customer complaints and maintained clean and tidy checkout area.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Met customer service goals and exceeded customer expectations.
• Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.