Open To Work
Nakike Douglas
Houston
Work Preference
Summary
Dynamic customer service leader with over 18 years of experience in training and team collaboration. Expertise in problem-solving and conflict resolution, ensuring high standards of service and customer satisfaction.
Overview
21
21
years of professional experience
Work History
GEHA Dental Customer Service Agent
United Healthcare
Houston
2023.10 - 2026.03
- Assisted customers with inquiries regarding dental health insurance plans and services.
- Answered incoming calls promptly and professionally within company standards.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Resolved customer complaints quickly and efficiently.
- Educated clients on benefits and coverage options to enhance understanding of policies.
- Conducted follow-up calls to ensure customer satisfaction with services provided.
- Collaborated with team members to streamline customer service processes and workflows.
- Documented interactions in the CRM system to maintain detailed customer histories.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Returned customer calls in the established turnaround time to meet company objectives.
Customer Service Lead
United Heathcare
Houston
2005.03 - 2023.10
- Led customer service team in resolving client inquiries and concerns.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Handled customer inquiries and complaints in a professional manner.
- Trained new staff on customer service protocols and best practices.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Directed customer service staff activities, including training, coaching and performance management.
- Monitored service quality to ensure compliance with company standards.
- Monitored team performance against set targets and KPIs.
- Facilitated regular team meetings to discuss challenges and share solutions.
- Consulted with customers regarding needs and addressed concerns.
- Coordinated with other departments to resolve customer issues efficiently.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Ensured compliance with company policies and regulations related to customer service operations.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Developed training materials to enhance team performance and knowledge.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Education
Some College (No Degree) - Business Administration
Houston Community College
Houston, TX2027-06
Skills
- Customer service
- Call center experience
- Issue documentation
- Data management
- Multi-task management
- Training and development
- Team collaboration
- Conflict resolution
- Problem resolution
- Communication skills
- Active listening
- Microsoft Office Suite
- Adaptability and flexibility
Timeline
GEHA Dental Customer Service Agent
United Healthcare
2023.10 - 2026.03
Customer Service Lead
United Heathcare
2005.03 - 2023.10
Some College (No Degree) - Business Administration
Houston Community College