Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic

Na'Kiah Cooks

Customer Service Account Representative
St. Petersburg,FL

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

4
4
years of professional experience

Work History

Student Finance Advisor

Ultimate Medical Academy
09.2023 - Current
  • Enhanced staff training initiatives by leading professional development workshops on best practices in student finance advising.
  • Supported families in understanding tuition costs, payment options, and financial aid packages, facilitating smoother enrollment processes.
  • Advised students on available scholarships, assisting them in submitting applications and increasing award amounts.
  • Streamlined financial aid processes by implementing new software to improve efficiency and accuracy.
  • Evaluated individual cases of financially struggling students; offering personalized solutions, including alternative payment plans and emergency funds.
  • Maintained detailed records of all financial transactions involving students'' accounts for accurate reporting purposes.
  • Developed and maintained strong relationships with clients to maximize satisfaction.

Customer Service Representative

OneTouch Direct
04.2022 - 09.2023
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
  • Provided detailed bill breakdowns and processed payment transactions to ensure customer satisfaction.
  • Set up and managed payment arrangements, helping customers maintain their services while managing their finances.
  • Updated customer account information, ensuring accuracy and efficiency in records.
  • Added new lines and activated services, enabling smooth and timely service provision.
  • Strengthened customer loyalty by consistently providing timely and accurate information on products and services.
  • Contributed to increased sales revenue by identifying potential upsell opportunities during customer interactions.
  • Delivered exceptional support during peak call times, effectively managing stress and maintaining composure in challenging situations.
  • Managed high call volumes while maintaining a professional demeanor and delivering prompt service in each interaction.
  • Assisted in the development of training materials for new hires, contributing to enhanced team performance overall.
  • Reduced call resolution times with efficient troubleshooting techniques and comprehensive product knowledge.
  • Provided exceptional support to customers experiencing technical issues, guiding them through step-by-step resolutions.
  • Performed detailed documentation of support cases within CRM systems, ensuring accurate tracking of all client engagements.
  • Improved first-call resolution rates by effectively utilizing available resources during customer interactions.
  • Conducted follow-up calls with clients as needed, demonstrating commitment to ongoing support and relationship-building efforts.
  • Streamlined communication for improved customer experiences through effective listening and problem-solving skills.
  • Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on products and services tailored to individual needs.
  • Consistently met or exceeded performance metrics while maintaining a high level of customer satisfaction.
  • Coordinated with cross-functional teams to resolve complex issues promptly, resulting in higher levels of customer satisfaction.
  • Cultivated positive relationships with clients through empathetic communication and personalized assistance.
  • Actively participated in ongoing training sessions to continuously improve skillset and stay current on company initiatives.
  • Implemented new methods for streamlining processes based on client feedback, enhancing overall efficiency in handling inquiries.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Created user accounts and assigned permissions.

Server

Spa Beach Bistro
08.2021 - 03.2022
  • Served food and beverages promptly with focused attention to customer needs.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Contributed to inventory management by monitoring stock levels and notifying management when supplies were low.
  • Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

Home Health CNA

Royalty Home Care LLC
09.2020 - 07.2021
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Enhanced patient comfort by providing compassionate and attentive care.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Contributed to the success of interdisciplinary team conferences by sharing observations and knowledge on patients'' conditions and needs.
  • Fostered a positive environment for patients and their families by offering emotional support and encouragement during challenging times.
  • Performed light housekeeping tasks to maintain a clean, safe, and comfortable environment for patients at home.
  • Promoted patient independence through skill-building activities, goal-setting, and encouragement in reaching milestones.
  • Collaborated with healthcare professionals in creating individualized care plans tailored to each patient''s needs.
  • Assisted with daily living activities such as bathing, dressing, and grooming to maintain patient hygiene and dignity.
  • Provided mobility support, helping patients move safely around their homes and reducing the risk of falls or injuries.
  • Maintained accurate records of patients'' progress, appointments, and medications for efficient care coordination among healthcare providers.
  • Provided transportation assistance to doctor appointments or therapy sessions as needed for continued patient care outside the home setting.
  • Managed wound care by ensuring timely dressing changes and following infection control protocols for optimal healing outcomes.
  • Improved patient satisfaction by actively listening and addressing concerns or requests promptly.
  • Facilitated communication between patients, families, and healthcare providers to ensure all parties were informed of care plans and progress updates.
  • Documented patient information and care activities in electronic health record.

Education

High School Diploma -

Stivers School For The Arts
Dayton, OH
05.2001 -

Skills

Strong Communication Skills

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CulturePaid time offHealthcare benefitsWork from home optionPersonal development programsPaid sick leave

Timeline

Student Finance Advisor

Ultimate Medical Academy
09.2023 - Current

Customer Service Representative

OneTouch Direct
04.2022 - 09.2023

Server

Spa Beach Bistro
08.2021 - 03.2022

Home Health CNA

Royalty Home Care LLC
09.2020 - 07.2021

High School Diploma -

Stivers School For The Arts
05.2001 -

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Na'Kiah CooksCustomer Service Account Representative