Nakeira Dawson
West Palm Beach, FL,FL
Summary
Dynamic professional with a proven track record in customer service and team leadership, notably at Publix. Excelled in enhancing customer satisfaction and streamlining order processes, while fostering team growth and exceeding sales goals. Skilled in technical support and performance evaluation, adept at driving significant improvements in customer service and team efficiency.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Publix
West Palm Beach , Florida
07.2022 - 12.2024
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Surpassed sales goals through implementation of successful marketing strategies.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options.
Team Leader Manager
Pollo tropical
West Palm Beach , Florida
01.2017 - 05.2021
- Identified areas where teams could improve their skillset.
- Provided technical assistance when needed.
- Ensured that deadlines were met by setting realistic goals.
- Created and maintained a positive work environment for employees.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
- Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
- Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
Front Desk Receptionist Volunteer
Springhill Suites By Marriott
West Palm Beach, Florida
04.2013 - 09.2017
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Responded promptly to emails sent by customers, vendors or other stakeholders.
- Ensured that all health and safety regulations were adhered to in order to maintain a safe working environment.
- Answered phone calls, responded to emails and directed inquiries to appropriate personnel.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Managed multiple tasks simultaneously while adhering to deadlines.
- Supported team members with various projects as needed.
- Assisted with scheduling appointments for guests and clients.
- Performed basic bookkeeping duties such as balancing accounts receivable and payable ledgers.
Education
High School Diploma -
Palm Beach Lakes High School
West Palm Beach05-2007
Skills
- Customer service
- Technical support
- Order processing
- Billing management
- Product knowledge
- Team leadership
- Performance evaluation
Timeline
Customer Service Representative
Publix
07.2022 - 12.2024
Team Leader Manager
Pollo tropical
01.2017 - 05.2021
Front Desk Receptionist Volunteer
Springhill Suites By Marriott
04.2013 - 09.2017
High School Diploma -
Palm Beach Lakes High School