Nacaia Tonge
Milford,DE
Summary
Experienced with managing customer inquiries and delivering consistent support. Utilizes effective communication and problem-solving skills to resolve issues efficiently. Track record of maintaining high satisfaction levels through empathetic and responsive service. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
Delaware State University
10.2024 - Current
- Responded professionally and efficiently to customer inquiries across multiple channels, including phone, email, and in-person interactions.
- Applied strong problem-solving skills to address and resolve customer issues in a timely and effective manner.
- Quickly learned and adapted to new technologies, products, and customer policies to ensure up-to-date and accurate service.
- Supported the onboarding and training of new customer service staff, contributing to team development and knowledge sharing.
- Conducted research and resolved executive-level escalations with efficiency, ensuring a high level of customer satisfaction.
- Acted as a liaison between customer service and other campus offices, fostering collaboration and effective communication across departments.
- Maintained spreadsheets and data on inquiries for other departments
Client Services Associate
Delaware State University
01.2023 - 09.2024
- Responsible for review and processing of documents; ensuring accuracy and adherence to policy
- Process regular employment transactions for the University community
- Assist with job postings and procedures under supervision
- Assist new employees with completing initial onboarding and respond to inquiries relating to the status of paperwork/Employment
- Meet with and answer inquiries of employees and visitors as requested;
- Assist with special projects that may involve issues of a sensitive or confidential nature;
- Establishes tracking and monitoring systems and conducts follow-up to ensure mandatory requirements are completed within established timelines per University policy;
- Maintains and controls data and/or filing systems to ensure effective, accurate, and easily retrievable documentation of information.
- Respond with appropriate urgency to customer requests for information and/or assistance;
- Develop effective working relationships inside and outside immediate work area;
Staffing Specialist
Ethan Allen Workforce Solutions
04.2021 - 07.2022
- Coordinate with department managers and team leaders to identify current and future hiring needs
- Recruit potential candidates through established databases and job boards
- Pre-screen candidates to discuss qualifications
- Interview candidates for placements in over 50 open positions at any given time
- Ensure proper onboarding for new hires
- Attend job fairs and other after-hours network business events
- Verify and follow up on references by phone, fax, and/or email
- Manage candidate information in Applicant Tracking Systems
- Manage time cards and attendance for employees
- Schedule interviews and meetings with clients
Crew member
Dunkin’
02.2019 - 04.2021
- Assist with all customer service transactions
- Prepare beverages and food items
- Maintenance cleaning and organization of the store
- Closed the store and prepped for the morning crew
- Greeted customers
- Operated cash register - Draw counting when needed too
Education
General studies -
Dutchess Community College
Poughkeepsie, NY08-2018
General Highschool Diploma -
Roy C. Ketcham
Wappingers Falls, NY07.2018
Skills
- Time management
- Microsoft Suite experience
- Organization
- Communication skills
- Multitasking
- Phone etiquette
- Account updating
- Multi-line phone talent
- Problem-solving abilities
- Customer service excellence
Timeline
Customer Service Associate
Delaware State University
10.2024 - Current
Client Services Associate
Delaware State University
01.2023 - 09.2024
Staffing Specialist
Ethan Allen Workforce Solutions
04.2021 - 07.2022
Crew member
Dunkin’
02.2019 - 04.2021
General studies -
Dutchess Community College
General Highschool Diploma -
Roy C. Ketcham
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