Kinnyetta Nash
Locust Grove,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in Information Technology industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Clever
Atlanta, GA
01.2023 - 09.2023
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Ensured compliance with company policies and procedures regarding technical support operations.
Customer Success Advocate/Advisory IT Specialist
Square
Atlanta, GA
09.2021 - 01.2023
- Demonstrated excellent problem solving skills to address customer inquiries and concerns
- Identified opportunities for improvement in the customer experience based on feedback from customers
- Conducted regular follow-up calls with clients after onboarding or major events and milestones
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Created user accounts, managed passwords and implemented access control policies.
- Answered customer inquiries via phone, email, and chat.
Claims Processor
State Farm
Dunwoody, GA
03.2020 - 09.2021
- Advised customers on how best to utilize available benefits when filing a claim
- Coordinated benefits while applying applicable deductibles, coinsurance and out-of-pocket costs
- Maintained detailed records of all claims processed, ensuring accuracy and completeness
- Coordinated with medical providers to obtain additional information needed for claims processing
- Requested information from internal or external sources to complete and validate claims.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
Customer Service Representative
Global Payments
McDonough, GA
05.2019 - 03.2020
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Tracked all incoming calls and emails from customers using appropriate software applications
- Investigated and researched issues to determine root causes and appropriate resolution methods.
Customer Service Representative
GEICO
Macon, GA
02.2018 - 05.2019
- Explained features, advantages and disadvantages of various policies to promote sale of insurance plans
- Contacted prospective and current clients via telephone to provide quote and policy information
- Negotiated premium rates with clients to maximize profit
- Acquired knowledge of various types of insurance products, such as life, health, property, casualty and auto insurance
- Customized insurance programs to suit individual customer needs.
Education
Associate In Science (A.S.) In Human Resources Management -
Colorado Technical University
06.2016
Skills
- High-Volume Environments
- Accounting Records
- Inquiry Research
- Customer Billing
- Billing Inquiry Resolution
- Customer Service
- Diagnosis Support
- Data Recovery
- MS Office Proficiency
- Technical Support
- Call Center Operations
- Customer Success Management
- LAN/WAN
- Microsoft Office Specialist (MOS) Master
Certification
References available upon request
Timeline
Technical Support Representative
Clever
01.2023 - 09.2023
Customer Success Advocate/Advisory IT Specialist
Square
09.2021 - 01.2023
Claims Processor
State Farm
03.2020 - 09.2021
Customer Service Representative
Global Payments
05.2019 - 03.2020
Customer Service Representative
GEICO
02.2018 - 05.2019
Associate In Science (A.S.) In Human Resources Management -
Colorado Technical University
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