Hi, I’m
Nakaia Cox
Lathrup Village,US
Overview
6
years of professional experience
Timeline
Founder & Operations Manager
Kaias Kreations LLC
05.2020 - Current
Client Success Specialist
Verizon
04.2020 - 09.2023
Customer Service Representative
Neopollard Interactive
09.2019 - 02.2020
Office Account Manager
Eagle Landscaping & Supply
01.2019 - 10.2019
Bowling Green State University
Some College (No Degree) from Business Administration: Finance
Summary
Client Success & Financial Account Specialist with 6+ years of experience managing client portfolios, resolving billing disputes, and improving account retention. Skilled in CRM systems, compliance support, and financial documentation, with a strong background in small business operations, vendor management, and e-commerce development. Proven track record of protecting revenue streams, optimizing workflows, and enhancing client satisfaction across diverse industries.
Skills
- Client Account Management & Portfolio Oversight
- Billing & Payment Dispute Resolution
- Collections & Revenue Protection
- High-Volume Client Support & Escalation Management
- CRM Systems: Salesforce, Zendesk, HubSpot, SAP, Zoho, Quickbooks & Google Workspace
- Financial Recordkeeping & Compliance Support
- Process Improvement & Workflow Optimization
- Conflict Resolution & Problem Solving
- Multi-Line Phone
- Multi Channel Support (Phone, Chat, Email)
- Data Entry, Reporting & Financial Recordkeeping Accuracy
- Conflict Resolution, Negotiation & Problem Solving
- Marketing Strategy & E-Commerce Development
- Vendor & Relationship Management
- Small Business & Operations Management
Work History
Kaias Kreations LLCSouthfield, MI
Founder & Operations Manager
05.2020 - Current
Job overview
- Independently managed all aspects of a small business, including operations, finance, and client support.
- Designed and maintained the company website with e-commerce functionality.
- Handled online payment processing via Shopify and Payhip, budgeting, invoicing, and financial tracking.
- Sourced supplies, managed vendor relationships, and maintained inventory for timely production and delivery.
- Developed and executed marketing strategies, including digital campaigns, promotions, and website content.
- Managed client communications, problem resolution, and end-to-end project delivery.
- Used Excel and other tools to track finances, operations, and workflows.
VerizonLathrup Village, MI
Client Success Specialist
04.2020 - 09.2023
Job overview
- Managed 100+ client accounts daily, resolving billing disputes, service escalations, and compliance inquiries.
- Improved account retention by 15% and increased client satisfaction scores by 20% through proactive portfolio management.
- Protected revenue streams by resolving high-priority financial disputes and negotiating account adjustments.
- Partnered with cross-functional teams to optimize billing processes, reducing average resolution time by 10%.
- Maintained accurate financial records in CRM systems to support audits and regulatory requirements.
Neopollard InteractiveLansing, Michigan
Customer Service Representative
09.2019 - 02.2020
Job overview
- Handled high-volume client communications, managing account issues and payment disputes via phone, chat, and email.
- Conducted follow-up outreach to ensure resolution satisfaction, reducing repeat inquiries by 25%.
- Reconciled account data and maintained accurate records to support operational and financial decisions.
- Implemented workflow improvements that increased team efficiency by 10% and improved client retention by 15%.
Eagle Landscaping & SupplySouthfield, Michigan
Office Account Manager
01.2019 - 10.2019
Job overview
- Oversaw office operations, account billing, and financial recordkeeping.
- Managed client communications via multi-line phone systems and email.
- Processed client orders and payments accurately, ensuring service-level compliance.
- Developed organizational systems to maintain financial and operational records.
- Supported staff and management with daily administrative and operational tasks.
Education
Bowling Green State UniversityBowling Green, OH
Some College (No Degree) from Business Administration: Finance
Certifications
- Salesforce Certified Administrator
- Customer Service Excellence Training
- Quickbooks
- Microsoft Excel: Data Analysis & Financial Modeling
- Bloomberg Market Concepts