Summary
Overview
Work History
Education
Skills
Timeline
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Kiera Nash

Charlotte,NC

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

8
8
years of professional experience

Work History

Customer Service Rep. & Order Processor

Emeralds Beauty Supply
01.2020 - Current
  • Answered emails and inbound calls promptly resulting in 97% in customer satisfaction.
  • Creating content for social media platforms, packing & shipping orders.
  • Assisting in making products
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sales Specialist (contract)

Vonage
12.2018 - 01.2020
  • Demonstrates high-level proficiency in utilizing business data and analysis to set a clear course of action.
  • Expert in creating long-term plans for enhancing customer relationships and leveraging managed care opportunities.
  • Foster team effectiveness and accomplishments by sharing knowledge, experience, and information.
  • Foster team effectiveness and accomplishments by sharing knowledge, experience, and information.
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Educated customers about product features and benefits to aid in selecting the best options for each individual's needs.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

Customer Service Associate

Republic Services
01.2018 - 09.2018
  • Provided expert assistance in a centralized resolution center for all client inquiries and requests such as waste service questions on billing, scheduling service appointments, processing payments, and more.
  • Display ability to multitask, work efficiently, and utilize tools, and resources to resolve client inquiries.
  • Received recognition on call observations for exceptional call quality.
  • Exceeded customer service delivery goals which resulted in 95% first contact resolution.
  • Consistently exceed call quality, service, and sales goals.
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Maintain a high level of product knowledge, providing accurate information to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.

Employee Benefits Specialist (contract)

Alight
06.2017 - 01.2018
  • Process retirement benefit applications, Calculate and prepare retirement benefit payment amounts, Explain retirement benefits to participants, and provide participants with benefit estimates,
  • Assist in the open enrollment process, including proposing recommendations on the benefits plan changes, leading testing with the vendor, and developing communications for a variety of channels.
  • Assist employees with claims and plan changes, Oversee Leave of Absence programs, including FMLA, ADA, STD, etc
  • Streamlined benefits administration processes for increased efficiency and accuracy.
  • Established a user-friendly self-service portal enabling employees to access up-to-date information about their individual benefit plans.
  • Coordinated with payroll department to ensure accurate deductions related to employee benefit elections.

Housekeeper

Carmel Place
11.2016 - 06.2017
  • Assist residents with activities of daily living including helping with meals, cleaning, and transferring using assistive devices.
  • Maintain patient records for mood changes, mobility, and eating percentages.
  • Provide emotional support to patients and family members.
  • Adhere to safety guidelines and regulations to eliminate exposure to risk for the patients, myself, and the organization.
  • Collaborate with other housekeeping staff to complete tasks efficiently and effectively.
  • Disinfect and mopped bathrooms to keep facilities sanitary and clean resulting in 98 sanitation scoring.
  • Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
  • Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.

Education

Cosmetology -

Regency Beauty Institute
Charlotte, NC
02.2013

High School Diploma -

Myers Park High School
Charlotte, NC
06.2012

Skills

  • Excellent interpersonal skills
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Money handling abilities
  • Conflict Resolution
  • Scheduling
  • Call Management
  • Customer Relationship Management (CRM)
  • De-Escalation Techniques

Timeline

Customer Service Rep. & Order Processor

Emeralds Beauty Supply
01.2020 - Current

Sales Specialist (contract)

Vonage
12.2018 - 01.2020

Customer Service Associate

Republic Services
01.2018 - 09.2018

Employee Benefits Specialist (contract)

Alight
06.2017 - 01.2018

Housekeeper

Carmel Place
11.2016 - 06.2017

Cosmetology -

Regency Beauty Institute

High School Diploma -

Myers Park High School

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Kiera Nash