Summary
Overview
Work History
Education
Skills
Timeline
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Najah Stafford-Velazquez

Peachtree City,GA

Summary

Experienced and results-oriented professional with over 5+ years of expertise in customer service, technical support, and fraud investigation. Proven track record of maintaining a 90% customer satisfaction rating while efficiently managing high-volume tasks. Skilled in navigating complex documents and databases to ensure accuracy and compliance with established guidelines. Recognized for exceptional problem-solving abilities and strategic sales mindset. Adept at communicating effectively with colleagues and clients to achieve goals.

Overview

8
8
years of professional experience

Work History

Seasonal Customer Service Representative

TurboTax, Foundever
01.2024 - Current
  • Provided exceptional inbound customer service and technical support for TurboTax, consistently maintaining 90% metric score and exceeding performance targets.
  • Conducted thorough identity protection consultations, addressing customer inquiries and concerns regarding identity security, and implemented proactive measures to safeguard personal information.
  • Assisted customers with software navigation questions, locating prior years' returns, and resolving technical issues, demonstrating proficiency in Salesforce systems.
  • Collaborated with cross-functional teams to investigate potential identity threats, analyze complex billing and fraud concerns, and develop strategic solutions to mitigate risks.
  • Contributed to process improvements and product enhancements by providing valuable feedback based on customer interactions, resulting in increased efficiency and customer satisfaction.

Personal Assistant to the Chief Executive Officer

Niaulu Enterprises
06.2016 - Current
  • Provided exceptional administrative support to the CEO by managing an average of 10-15 emails daily and responding promptly to inquiries, maintaining high level of professionalism and efficiency.
  • Facilitated seamless day-to-day operations by managing complex calendars, scheduling appointments, and prioritizing tasks to accommodate competing demands with tact and discretion.
  • Spearheaded the setup and distribution of newsletters, effectively communicating company updates, promotions, and relevant information to clients, resulting in increased engagement and brand awareness.
  • Collaborated with the CEO to identify business improvement opportunities, contributing valuable insights and suggestions for enhancing processes, increasing productivity, and driving growth.
  • Implemented digital marketing strategies to enhance online presence and attract new clients, leveraging social media platforms, email campaigns, and other digital channels to promote products and services effectively.

Seasonal Customer Service Representative

Nike
09.2023 - 01.2024
  • Managed a high volume of customer interactions, ensuring a positive and seamless experience through exceptional customer service and product support, resulting in consistently high levels of customer satisfaction.
  • Achieved and maintained an 95% call resolution rate while demonstrating in-depth knowledge of Nike products, policies, and processes to provide accurate information and support to customers.
  • Documented customer interactions accurately and utilized feedback to contribute to process improvements, enhancing overall efficiency and customer service quality.
  • Collaborated with cross-functional teams to address customer inquiries and resolve complex issues, leveraging strong communication skills and product expertise to ensure prompt and effective resolution.
  • Demonstrated adaptability and versatility by effectively utilizing a variety of tools and systems, including CRM software and knowledge bases, to efficiently respond to customer inquiries and provide personalized assistance.

Customer Service Representative

Bath And Body Works, Foundever
11.2021 - 05.2023
  • Provided exceptional customer service through various channels, including phone, email, and chat support, resolving an average of 30-50 complex issues daily with poise, professionalism, and expertise.
  • Demonstrated versatility by offering escalation support to assist colleagues with questions or challenges, showcasing strong problem-solving skills and product knowledge.
  • Served as a seasonal trainer, conducting comprehensive training sessions for new employees, ensuring they were equipped with the necessary knowledge and skills to excel in their roles.
  • Fostered a positive and inclusive work environment by promoting teamwork, collaboration, and continuous learning among team members.
  • Identified and suggested process improvements to enhance the customer experience and increase efficiency, contributing to a more streamlined and effective customer support system.

Seasonal Sales Associate

Victoria Secret
09.2019 - 01.2020
    • Drove sales during peak seasons by delivering exceptional customer service and leveraging in-depth product knowledge to recommend products tailored to customers' unique needs and preferences.
    • Consistently ranked as one of the top performers in sales, exceeding sales goals and contributing to the store's profitability and success.
    • Successfully promoted and sold Victoria's Secret credit cards, demonstrating persuasive communication skills and a strategic sales mindset to encourage customer sign-ups.
    • Fostered trust and rapport with customers by providing attentive service, addressing concerns promptly, and delivering personalized shopping experiences.
    • Actively participated in promotional events and product launches, contributing to increased store traffic and revenue generation.

Education

Associate of Science - Nursing

Georgia Military College
Fayetteville, GA

Skills

  • Customer Relationship Management
  • Database Management and Research
  • Communication Skills
  • Strategic sales knowledge
  • Coaching and Mentoring
  • Collaboration and Teamwork
  • Billing & Fraud Investigation
  • Administrative Support

Timeline

Seasonal Customer Service Representative

TurboTax, Foundever
01.2024 - Current

Seasonal Customer Service Representative

Nike
09.2023 - 01.2024

Customer Service Representative

Bath And Body Works, Foundever
11.2021 - 05.2023

Seasonal Sales Associate

Victoria Secret
09.2019 - 01.2020

Personal Assistant to the Chief Executive Officer

Niaulu Enterprises
06.2016 - Current

Associate of Science - Nursing

Georgia Military College

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Najah Stafford-Velazquez