Open To Work
Nakaia Cox
Customer Services Professional
Lathrup Village,MI
Summary
Experienced and results-driven Support Specialist, with a demonstrated history of providing outstanding customer service and technical support solutions. With over 7 years of customer service experience, I specialize in conflict resolution, active listening, and the implementation of tailored strategies to cultivate lasting customer loyalty. Renowned for my analytical acumen, attention to detail, and expertise in data entry, I consistently drive process improvements to optimize efficiency and elevate service standards. Seeking a challenging role where I can leverage my strong interpersonal skills, analytical acumen, and dedication to excellence to exceed expectations and drive business success.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Verizon
Lathrup Village
04.2020 - 09.2023
- Provided prompt and courteous customer support via phone, chat, and email channels, assisting an average of 100+ customers daily.
- Resolved customer inquiries and complaints with efficiency and empathy, consistently exceeding performance target by 15%.
- Utilized advanced data analytics tools to identify trends and develop strategies for improving customer-satisfaction, resulting in a 20% increase in positive feedback.
- Collaborated with cross-functional teams to implement process improvements and enhance service delivery, contributing to a 10% reduction in average handling time.
- Answered a constant flow of customer calls with minimal wait times, maintaining high service levels.Investigated and resolved customer inquiries and complaints quickly, demonstrating effective problem-solving skills.
- Exhibited high energy and professionalism when dealing with clients and staff, contributing to a positive work environment.
- Delivered prompt service to prioritize customer needs, consistently meeting service level agreements
Customer Service Representative
Neopollard Interactive
Lansing
09.2019 - 02.2020
- Communicated with customers via phone, chat, and email at high volume call center handling over 100 contacts on average daily.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Conducting follow-up calls to customers to gather feedback and to ensure satisfaction after resolving their issues resulting in reduced call backs by 25%.
- Managed data entry tasks related to customer orders, invoices, and inventory management systems while also providing administrative support.
- Maintained accurate records and documentation to support business operations and decision-making.
- Increased customer retention rates by 15% through exceptional customer service and problem-solving skills.
- Identified and implemented process improvements resulting in a 10% increase in team efficiency.
Office Manager
Eagle Landscaping & Supply
Southfield
01.2019 - 10.2019
- Managed daily office operations and maintained efficient workflow.
- Coordinated schedules, meetings, and travel arrangements for staff.
- Oversaw inventory management and ordered office supplies regularly.
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed a record filing system to improve document organization and management.
- Received and sorted incoming mail and packages, recording, dispatching, or distributing them to the correct recipients.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Managed filing system, entered data, and completed other clerical tasks.
- Handled phone and email correspondence and managed incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on a daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Maintained a clean and organized office space by regularly tidying up and ensuring supplies are stocked and easily accessible.
Education
Associate of Science - Radiologic Technology
Dorsey College
Dearborn, MI 03.2025 - 09.2025
Skills
- Patient care
- Customer relationship management
- Effective communication
- Team collaboration
- Punctuality and reliability
- CRM software
- Client relations
- Conflict resolution
- Call center experience
- Multi-line phone talent
- Team development
- Multi-task management
- Live chat support
- Decision-making
- Adaptability and flexibility
- Leadership
- Training & Support
- Data Entry
- Typing 50 wpm
Timeline
Associate of Science - Radiologic Technology
Dorsey College
03.2025 - 09.2025
Customer Service Representative
Verizon
04.2020 - 09.2023
Customer Service Representative
Neopollard Interactive
09.2019 - 02.2020
Office Manager
Eagle Landscaping & Supply
01.2019 - 10.2019
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