Nacerima Stokes
Albany,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
CSR - Customer Service Representative
Sagility Health
05.2023 - Current
- Conducted thorough research to provide accurate information to customers regarding product specifications or usage guidelines.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing, and support policies and procedures.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Customer Service Representative
Foundever
03.2023 - 04.2023
- Manage large amounts of incoming phone calls and chats
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers.
Customer Service Representative
Instant Teams
01.2023 - 02.2023
- Serves customers by providing product and service information and resolving product and service problems.
- Attracts potential customers by answering product and service questions and suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
Customer Service Representative
Concentrix
05.2021 - 01.2023
- Serves customers by providing product and service information and resolving product and service problems.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Customer Service Representative
Teleperformance
06.2020 - 01.2021
- Serves customers by providing product and service information and resolving product and service problems.
- Attracts potential customers by answering product and service questions and suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Handled customer inquiries and suggestions courteously and professionally.
Cashier
Zaxby's
11.2019 - 01.2020
- Welcoming customers, answering their questions, helping them locate items, and providing advice or recommendations.
- Operating scanners, scales, cash registers, and other electronics.
- Balancing the cash register and generating reports for credit and debit sales.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Assisted customers with returns, refunds and resolving transaction issues.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
Substitute Teacher
ESS Education
08.2019 - 11.2019
- Adhere to the curriculum and lesson plans assigned by the regular teacher.
- Follow procedures and achieve lesson goals.
- Assign and explain homework.
- Oversee students outside of the classroom including in the hallways and cafeteria.
- Comply with all school regulations and policies at all times.
- Take attendance and document daily notes.
- Ensure classroom and work is kept clean and orderly.
- Oversee the normal classroom rhythms and activities.
- Evaluated student performance using formative assessments to provide targeted feedback while concurrently adjusting lesson plans based on data-driven insights.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
Inventory Specialist
RGIS Inventory Specialists
08.2018 - 05.2019
- Tracking inventory maintenance.
- Controlling flows of equipment and supplies.
- Reporting to management and advising on process improvements.
- Coordinating and directing multiple teams.
- Developing loss mitigation processes and protocols.
- Training less experienced inventory workers.
- Compiling inventory reports.
- Addressing any problems, obstacles or challenges.
- Forecasting future inventory requirements.
- Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
Education
Associate in Science (AS) in Biological Science - Pre-Medicine
Albany State University
Albany, GA12.2026
Associate of Applied Science - Medical Insurance Coding
DeVry University
Villa Park, IL06.2024
High school or equivalent -
Worth County High School
Sylvester, GA05.2015
Skills
- Microsoft PowerPoint (2 years)
- Building rapport
- Critical Thinking
- Cross-Functional Collaboration
- Paperwork Processing
- Customer Service (2 years)
- Team Member (3 years)
- Classroom Management (Less than 1 year)
- Cashiering (1 year)
- Active Listening
- Relationship Building
- Medical terminology knowledge
Timeline
CSR - Customer Service Representative
Sagility Health
05.2023 - Current
Customer Service Representative
Foundever
03.2023 - 04.2023
Customer Service Representative
Instant Teams
01.2023 - 02.2023
Customer Service Representative
Concentrix
05.2021 - 01.2023
Customer Service Representative
Teleperformance
06.2020 - 01.2021
Cashier
Zaxby's
11.2019 - 01.2020
Substitute Teacher
ESS Education
08.2019 - 11.2019
Inventory Specialist
RGIS Inventory Specialists
08.2018 - 05.2019
Associate in Science (AS) in Biological Science - Pre-Medicine
Albany State University
Associate of Applied Science - Medical Insurance Coding
DeVry University
High school or equivalent -
Worth County High School
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