Summary
Overview
Work History
Education
Skills
Timeline
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Mariah Nelson

Fairview

Summary

Dedicated and results-driven Customer Service Specialist with a proven track record of delivering exceptional support to clients. Adept at resolving inquiries, providing product/service information, and ensuring customer satisfaction. Strong interpersonal and communication skills, with a focus on building positive relationships. Detail-oriented and highly organized, capable of managing diverse tasks in a fast-paced environment. Committed to exceeding customer expectations through effective problem-solving and delivering personalized service. Proactive in identifying opportunities for process improvements to enhance overall customer experience.

Overview

8
8
years of professional experience

Work History

Escalation Manager

Goldman Sachs
11.2021 - Current
  • Boosted team productivity by providing thorough training and ongoing support to staff members.
  • Collaborated closely with other departments to ensure seamless handover of escalated cases when necessary.
  • Optimized case management systems to facilitate streamlined reporting and analysis of escalation data.
  • Championed the use of data-driven decision-making within the escalation department to improve overall efficiency and effectiveness.
  • Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
  • Reduced response times for escalation cases by implementing efficient processes and protocols.

ECommerce/ Customer Service Specialist

Walmart
08.2018 - 11.2021
  • Led efforts toward streamlining returns process making it more efficient and convenient for both customers and company.
  • Enhanced customer satisfaction by resolving complex e-commerce issues and providing timely solutions.
  • Spearheaded initiatives aimed at optimizing website functionality for enhanced user experience and increased conversions rates.
  • Coordinated closely with logistics partners to ensure prompt resolution of any shipping or delivery-related issues faced by customers.
  • Implemented effective customer retention strategies resulting in increased repeat business and improved brand loyalty.
  • Collaborated with cross-functional teams to ensure seamless order fulfillment and inventory management.
  • Developed comprehensive knowledge of company products and policies to provide accurate information to customers.
  • Proactively identified areas for improvement within the e-commerce platform leading to significant enhancements in usability features.

Customer Service Representative

JPMorgan Chase
01.2017 - 07.2018
  • Entered customers' transactions into computers in order to record transactions and issue computer-generated receipts.
  • Explained, promoted, or sold products or services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized customer information to tailor recommendations.
  • Accurately assisting customers with withdrawals, deposits, money orders, cashier checks, and payments while maintaining a balanced register.
  • Increasing overall performance, productivity, and profitability and is responsible for building sustainable customer relationships with the successful delivery of customer service and monitoring/measuring customer satisfaction.
  • Receiving, directing, and relaying telephone messages and fax messages, transferring calls, page sta, and maintaining voice mail on the main telephone line.

Education

Plano East High School
Plano, TX
05.2014

Skills

  • Assertiveness
  • Goal setting and achievement
  • Client retention strategies
  • Spreadsheet tracking
  • Database maintenance
  • Collections management
  • Complaint investigation
  • Record preparation
  • Form processing
  • Reporting and documentation
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking and organization
  • Multitasking
  • Problem-solving abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Team leadership
  • Active listening
  • Effective communication
  • Decision-making
  • Verbal and written communication
  • Adaptability and flexibility
  • Relationship building
  • Phone and email etiquette
  • Microsoft office
  • Employee supervision
  • Data entry
  • Handling complaints
  • Leadership development
  • Office management
  • Self motivation

Timeline

Escalation Manager

Goldman Sachs
11.2021 - Current

ECommerce/ Customer Service Specialist

Walmart
08.2018 - 11.2021

Customer Service Representative

JPMorgan Chase
01.2017 - 07.2018

Plano East High School

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Mariah Nelson