Nakita Ford
Jonesboro,AR
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alorica
Tulsa, OK
05.2022 - 07.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided top quality control and eliminated downtime to maximize revenue.
Customer Care Representative
Teleflora
Paragould, AR
10.2020 - 04.2022
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Processed orders accurately and efficiently according to established procedures.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Technical Support Representative
AT&T
Memphis, TN
01.2016 - 04.2019
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Recommended upgrades or additional features that could enhance user experience.
- Performed regular maintenance checks on customers' systems.
- Participated in special projects as assigned by management team.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed and maintained strong relations with customers to meet quality expectations.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Education
High School Diploma -
Paragould High School
Paragould, AR06-2016
Skills
- Data Entry
- Consultative Sales
- Report Generation
- Product Knowledge
- Appointment Scheduling
- Scheduling
- Multi-Task Management
- CRM Software
- Microsoft Excel
- Positive and professional
- Customer Relationship Management (CRM)
- Customer Service
- Quality Assurance Controls
- Technical Support
- Problem-solving abilities
- Microsoft Outlook
- Typing [Number] WPM
- Inbound and Outbound Calling
- Call Management
Timeline
Customer Service Representative
Alorica
05.2022 - 07.2024
Customer Care Representative
Teleflora
10.2020 - 04.2022
Technical Support Representative
AT&T
01.2016 - 04.2019
High School Diploma -
Paragould High School
Similar Profiles
Ashley PerkinsAshley Perkins
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Catthy NguyenCatthy Nguyen
Content Moderator at AloricaContent Moderator at Alorica
April Shane VillasApril Shane Villas
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Jaydlynn MoralesJaydlynn Morales
Content Analyst at AloricaContent Analyst at Alorica
David RubottomDavid Rubottom
Pharmacy Technician at Soo's Drug and Compounding CenterPharmacy Technician at Soo's Drug and Compounding Center