Nakameshi Cornelious
Shreveport,LA
Summary
Experienced customer service professional with solid background in providing expert guidance and solutions. Known for reliability and adaptability in dynamic environments. Exceptional at fostering teamwork and driving successful outcomes.
Overview
8
8
years of professional experience
Work History
Subject Matter Expert
Teleperformance USA
02.2024 - Current
- Mentor junior team members, contributing to their professional growth and development
- Establish best practices for knowledge sharing, fostering a culture of continuous learning and improvement
- Enhance team performance by providing expert guidance on critical inquires, processes and policies
- Serve as go-to expert for resolving technical challenges, enabling smoother project progression
- Handle escalated support cases with professionalism and tact, successfully defusing tense situations between the company and its customers
- Utilize CRM systems effectively to track customer interactions, document detailed call notes, and access relevant account information quickly when needed
- Multitask to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines
- Optimize use of CRM tools, ensuring accurate tracking and follow-up of customer interactions
Customer Support Specialist
Teleperformance USA
11.2023 - 02.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally
- Adhered to company policies related to attendance, privacy and security
- Provided timely assistance to customers via phone ensuring a high level of professionalism at all times
- Reduced call handle time, allowing for more customer inquiries to be resolved each day
Customer Service Representative
Southwest Credit Services
03.2023 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
- Researched assistance requests and offered accurate information to resolve issues and responded to inquiries
- Acquired strong product knowledge to assist customers and providing recommendations based on individual customer needs with the selection of products
- De-escalated customer complaints using specialized communication techniques
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Licensed Insurance Agent
USAA Federal Savings Bank
05.2021 - 10.2022
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Outbound Sales Representative
Lightening Ventures LLC
11.2020 - 05.2021
- Boosted customer satisfaction by addressing concerns and providing solutions in a timely manner.
- Educated potential clients on product offerings, demonstrating value proposition and driving interest in company services.
- Made outbound calls to potential customers shopping for life, health, and auto insurance.
- Handled appointment scheduling, cancellation and rescheduling.
- Supported colleagues as needed, contributing positively towards creating a cohesive team culture focused on achieving collective objectives.
- Participated actively in weekly training sessions to sharpen skills further and remain updated on evolving industry best practices.
Customer Service Specialist
T-Mobile
01.2019 - 07.2020
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Senior Customer Service Representative
Terminix International
03.2017 - 11.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Consistently exceeded performance targets.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
Education
High School Diploma -
Green Oaks High School
Shreveport, LA05-2005
Skills
- Training and mentoring
- Strong analytical skills
- Customer focus
- Creative solutions
- Strategic thinking
- Multitasking
- Teamwork and collaboration
- Problem-solving
- Conflict resolution
Timeline
Subject Matter Expert
Teleperformance USA
02.2024 - Current
Customer Support Specialist
Teleperformance USA
11.2023 - 02.2024
Customer Service Representative
Southwest Credit Services
03.2023 - 01.2024
Licensed Insurance Agent
USAA Federal Savings Bank
05.2021 - 10.2022
Outbound Sales Representative
Lightening Ventures LLC
11.2020 - 05.2021
Customer Service Specialist
T-Mobile
01.2019 - 07.2020
Senior Customer Service Representative
Terminix International
03.2017 - 11.2018
High School Diploma -
Green Oaks High School
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