Summary
Overview
Work History
Education
Skills
Timeline
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MALAIKAH NILES

Phoenix,AZ

Summary

Top-performing professional with substantial experience in client service. Dedicated to establishing long-term relations with customers to demonstrate trust and decrease account closure rates. Adept at understanding customer needs to recommend appropriate banking products. Motivated, professional leader that is skilled in cultivating positive relationships with clients, build quick rapport with individuals from diverse socioeconomic backgrounds.

Overview

11
11
years of professional experience

Work History

Support Specialist

ARMLS
01.2019 - Current
  • Provides a positive, cohesive company image when discussing company, products, and management decisions, etc with internal and external customer
  • Properly manage and document all work performed as part of ticket queue management; resolve and close all tickets
  • Work with customers in person to resolve defective product purchases and new purchases

Emergency Roadside Assistance Agent

Bill Gosling Outsourcing
01.2017 - 01.2018
  • In charge of inbound and outbound dispatch calls to assist and guide customers through emergency situations
  • Resolved 150+ emergency assistance calls on a daily basis
  • Demonstrated weekly training activities, to help new onboard employees have a successful customer relationship for daily dispatch emergencies

Caregiver

College Nannies and Tutors
01.2015 - 01.2017
  • Implemented activities for over 20+ families a year to enhance physical and social skills
  • Adapted to cultural and language barriers on an everyday basis to ensure comfortability for the family and children safety
  • Involved in monthly safe awareness and health assistance to ensure the safety of all parties involved in the caregiver program

Center sales and reservations agent

U-Haul
01.2013 - 01.2016
  • Performed and excelled over 20+ customer complaints on a daily basis
  • Lead training groups monthly to help employees with the most accurate research and data for de-escalation and innovate interpersonal skills
  • Top performer for resolving hundreds of customer complaints with a high recommendation rate

Education

Bachelor of Arts - Psychology

Arizona State University
Tempe, AZ

Skills

  • Strong computer aptitude with an ability to learn quickly and apply new knowledge and experience with
  • Proficient at Microsoft products
  • Culturally and environmentally diverse
  • Able to perform at high level in a fast-paced environment
  • Customer service and interpersonal advancement
  • Strong written and verbal interpersonal communication skills
  • Experienced with diverse ethnic groups and environmental settings
  • Self driven and highly motivated leader
  • Able to prioritize and manage multiple projects and tasks
  • Professional and client focused
  • Knowledgeable of bank policies, procedures, and regulations

Timeline

Support Specialist

ARMLS
01.2019 - Current

Emergency Roadside Assistance Agent

Bill Gosling Outsourcing
01.2017 - 01.2018

Caregiver

College Nannies and Tutors
01.2015 - 01.2017

Center sales and reservations agent

U-Haul
01.2013 - 01.2016

Bachelor of Arts - Psychology

Arizona State University

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MALAIKAH NILES