Mikel Nation
Salt Lake City,Ut
Summary
Supervisor and Customer Service Representative with 21+ years of experience assisting consumers with various problems, concerns, technical issues and support. Proven track record of using my excellent communication and customer service skills to achieve excellent customer satisfaction. Team player with excellent communication skills. High quality of work. Driven and highly self-motivated. Achieves QA scores of 90% or higher. High CSAT scores. Have been given the duties of TC, (a person who helps in training).
Overview
27
27
years of professional experience
Work History
01.1995 - Current
- Packard Bell/NEC as an A+ Certified Computer Tech
- Answered inbound calls to resolve technical issues
- From that company I have moved to various other call centers where I have exceeded customers’ expectations
- Building customer report
- Worked for companies like Directv, Sprint, Verizon, Albertson’s Help desk and various other call centers
- Taking time with customers, to make sure that their needs are taken care of
- Helping with training departments with new hires as a Tenured CSR
- Supervisor
- Assisting customers with sales of products, technical support and installation of equipment
- Customer care support and building report with callers and making sure that their needs are resolved and taken care of
- Billing support for companies like Verizon and Sprint
- Assisting with new agents in training and Supervisor of my own team
- One call resolutions.
Education
Diploma -
Dixie High School
Skills
- Excellent Communication
- Attention to Detail
- Dependable and Responsible
- Active Listening
- Teambuilding
- Good Telephone Etiquette
- Teamwork and Collaboration
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Understanding Customer Needs
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- De-escalation Techniques
- Data Entry and Maintenance
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Training and mentoring
- Business administration
- Staff Management
- Operations management
- Data Entry
- Priority management
Timeline
01.1995 - Current
Diploma -
Dixie High School