NAKIA S. RODGERS
Milwaukee
Summary
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
19
19
years of professional experience
Work History
Credit and Customer Service Team Lead (Remote)
Kohls Corp
10.2024 - Current
- Led customer service team to enhance operational efficiency and improve overall satisfaction.
- Developed training programs for new staff, fostering skills in customer engagement and problem resolution.
- Implemented feedback mechanisms to address customer concerns, increasing response accuracy and service quality.
- Monitored team performance metrics to ensure adherence to service standards and drive continuous improvement.
- Conducted regular team meetings to discuss challenges, share best practices, and promote a collaborative work environment.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
Patient Service Representative
Orthodontic Experts
Menomonee Falls, WI
12.2022 - 10.2024
- Overlook the cleanliness and maintenance of the front office and waiting area
- Verify and update patient information
- Greet all patients with a smile; making them feel welcome
- Prep patient charts for next day appointments
- Check-in new and existing patients; letting clinical staff know they have arrived
- Review for bonding approvals
- Assist with and collect all necessary patient information for new patients; patient registration form, medical history form and HIPPA privacy notice
- Check-out patients, collect payments and schedule next appointment
- Answer incoming calls from existing patients, medical professionals and potential new patients
- Check if bonding's are approved and active with insurance
- Check future schedules in advance; filling in any open spots with bonding's, adjustments and new patient consultations
- Print end of day reports; balancing payments with report
Residential Retention Representative (Remote)
Spectrum
Milwaukee, WI
07.2020 - 12.2022
- Listened and applied problem-solving skills to deescalate customer concerns; Maintaining a high level of professionalism, patience and efficiency to minimize a customer’s dissatisfaction and increase customer loyalty
- Answered high volume calls in a timely manner
- Engaged callers, reinforcing the range and power of Spectrum’s unique products and their value to generate sales; achieving monthly revenue and sales quotas
- Provided exceptional service by promoting campaigns and saving plans to customers all over the country
- Maintained customer’s records by updating account information and verifying accuracy
- Followed Spectrum's policies and procedures to accomplish all responsibilities and maintained confidentiality of customer information, including both personal and financial information
Receptionist (Part-Time)
God’s Little Lambs Christian Childcare
Milwaukee, WI
12.2014 - 07.2020
- Greeted, assisted and directed visitors in a courteous manner
- Drafted documents and letters for parents and staff
- Performed general clerical functions; distributed mail, packages and supplies, copied and faxed correspondence for the purpose of supporting site activities
- Answered incoming calls regarding enrollment and daycare business in a professional manner
- Checked, sorted and forwarded emails
- Maintained inventory of supplies and materials for the purpose of ensuring items availability
- Compiled financial data; payroll, attendance records and billing information for the purpose of preparing reports
Environmental Services Housekeeper
Froedtert Hospital
Milwaukee, WI
08.2017 - 02.2020
- Performed daily cleaning and sanitation of patient rooms, office spaces, clinical spaces and public areas
- Performed cleaning in a manner that met or exceeded hospital cleaning standards as outlined in the department policies
- Communicated needs of assigned areas to clinical/support staff, leaders and other housekeepers as needed
- Ordered and re-stocked cleaning supplies as needed
Coach 2/Customer Service Representative
Qdoba Mexican Grill
Milwaukee, WI
07.2015 - 07.2017
- Greeted and made sure guests felt welcomed upon walking in the door
- Delivered and set-up catering for Company and Corporate events and meetings
- Created and monitored scheduling of crew members
- Took necessary steps to meet customer needs and effectively resolved food or service issues;ensuring customer satisfaction
- Followed up with employees regularly to ensure a safe, organized and smooth-running environment
- Assisted other locations when needed
- Balanced cash drawer after each shift
- Trained, developed and coached team members during shift
Front Desk Receptionist/Administrative Assistant
Artisery Cleaning Company
Wauwatosa, WI
03.2007 - 07.2015
- Purchased and maintain office supply inventories; adhering to budgeting practices
- Professionally answered high volume calls in a timely manner; screening, providing information and routing calls to appropriate person or department
- Greeted visitors and scheduled appointments and meetings
- Compiled, copied, sorted, and filed records of office activities, business transactions, and other activities
- Typed and prepared correspondence for mail pick-up at the request of management
- Sorted incoming and outgoing mail, distributing to appropriate person or department
Education
High School Diploma -
John Marshall High School
Milwaukee, WI06.2004
Skills
- Ability to prioritize, initiate and implement
- Responsibilities without direction
- Reliable and punctual
- Strong desire to help others
- Works effectively, collaboratively and
- Positively with staff and the public
- Experienced in Microsoft Word, PowerPoint
- Outlook, Google, and Chrome
- Strong organizational skills
- Excellent problem-solving abilities
- Exceptional customer service skills; Over 15 years of office and customer service experience
- Active listening skills
- Proficient in time management
- Typing skills of 35 wpm
- Strong attention to detail
- Banking experience
- Polished written, oral, and interpersonal skills
- Knowledge of clerical practices and procedures
- Scheduling Appointments
- Patient Intake
- Insurance Verification
- Training development aptitude
- Complaint resolution
- Team management
Timeline
Credit and Customer Service Team Lead (Remote)
Kohls Corp
10.2024 - Current
Patient Service Representative
Orthodontic Experts
12.2022 - 10.2024
Residential Retention Representative (Remote)
Spectrum
07.2020 - 12.2022
Environmental Services Housekeeper
Froedtert Hospital
08.2017 - 02.2020
Coach 2/Customer Service Representative
Qdoba Mexican Grill
07.2015 - 07.2017
Receptionist (Part-Time)
God’s Little Lambs Christian Childcare
12.2014 - 07.2020
Front Desk Receptionist/Administrative Assistant
Artisery Cleaning Company
03.2007 - 07.2015
High School Diploma -
John Marshall High School