Nabrika Carter
Albany,GA
Summary
Assisted teams in achieving goals through collaboration and support. Contributed to customer service initiatives by addressing client needs effectively. Developed skills relevant to company operations through hands-on experience.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
TTEC
Remote
11.2024 - 02.2026
- Resolved customer inquiries with efficiency and accuracy, enhancing overall satisfaction.
- Utilized CRM software to track interactions, ensuring seamless communication and follow-up.
- Trained new team members on best practices for customer engagement and service protocols.
- Analyzed feedback to identify trends, recommending improvements for service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Hamilton Relay
01.2020 - 01.2024
- Assist the deaf with Captel communication
- Conducted statistical tests for decision support
- Promptly and methodically respond to customer inquiries to identify and resolve issues with initiative and good judgement.
- Help company attain the highest client service ratings (as determined by external auditors) – earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Conduent
01.2016 - 01.2020
- Work in one or multiple queues/skill sets over various customer contact channels.
- Responsible for improving customer retention through programs and service provided to the customer.
- Utilize mechanized systems to initiate and complete service orders and handle customer requests.
- Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans.
Education
High School Diploma - undefined
Georgia Regional Academy
Albany, GA01.2006
Skills
- Management
- Problem solving
- Communication
- Leadership
- Typing
- Call Handling
- Active listening
- Patience
- Adaptivity
- Technical Knowledge
- Empathy
- Compassion
- Customer service
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Team development
- Administrative support
- Microsoft PowerPoint
- Data collection
- Building rapport
- De-escalation techniques
- Live chat support
- Customer education
- Dispute resolution
Timeline
Customer Service Representative
TTEC
11.2024 - 02.2026
Hamilton Relay
01.2020 - 01.2024
Conduent
01.2016 - 01.2020
High School Diploma - undefined
Georgia Regional Academy