Nakita Sellars-Reid
Charlotte,NC
Summary
Self-motivated professional with outstanding oral and written communication skills. Highly knowledgeable in quality assurance and customer services.
Overview
8
8
years of professional experience
Work History
BANK QUALITY ASSURANCE ANALYST
ALLY BANK
01.2022 - 04.2024
- Evaluated customer interactions to determine opportunities for enhancing overall customer satisfaction and optimizing business process.
- Facilitated communication and collaboration to achieve improved call accuracy
- Proactively identified and raised concerns regarding risks or issues found during trend analysis in call listening reviews.
- Oversaw the organization and documentation of meeting notes as well as imperative action items
- Facilitated growth and improved associates' professional customer service skills through huddles, one on one shadows, and coaching sessions.
- Worked with team members to create efficient workflows, resulting in high productivity.
DEPOSITS CUSTOMER CARE SENIOR CONSULTANT
ALLY BANK
Charlotte, NC
08.2020 - 12.2022
- Provides personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude
- Provided comprehensive support to customers in handling various banking tasks including money movement, online access assistance, web navigation and adherence to policy and procedure guidelines.
- Demonstrates continuous quality improvement through high levels of quality, productivity, and efficiency.
- Effectively addressed customer requests by utilizing their preferred communication channels like inbound and outbound calls, in addition to secure messaging
- Provided support during new hire training program, including one-on-one mentoring sessions and on-the-job floor assistance
- Supported team associates in overcoming challenges by providing peer coaching
- Assisted in the creation of training modules and sessions for additional training
- Collaborated on the creation of the Bridging the Gap training initiative, ensuring continuous communication through frequent virtual meetings.
- Supported the general queue of floor support, addressing any questions or concerns from Charlotte employees.
- Contributed actively as a member of the Great Place to Work Ambassador team.
Customer Service Representative
Republic Services
Charlotte, NC
02.2020 - 08.2020
- Delivered prompt and precise initial assistance for rerouted customer inquiries, demonstrating remarkable empathy, professionalism, and courtesy.
- Successfully resolved customer inquiries through phone communication
- Consistently achieved exceptional results by maintaining the highest standards of quality, productivity, and efficiency while actively pursuing continuous improvement opportunities.
- Ensured timely input of information for customer support interactions, resulting in accurate logs and records.
Customer Care Analyst
AvidXchange
Charlotte, NC
08.2018 - 01.2020
- Managed customer inquiries through phone and email in a customer facing role at Avidxchange.
- Acquired a comprehensive understanding of the case management process and effectively routed cases beyond my knowledge or business area scope.
- Gained expertise in troubleshooting customer inquiries by learning product and processes
- Provided guidance and training to customers regarding industry standards in assigned area.
- Delivered customer-focused product training with detailed documentation.
APS Operations Specialist, Check Aging
avidxchange
Charlotte, NC
07.2016 - 08.2018
- Established contact with vendors to resolve outstanding invoices; processed stop payments and initiated refunds if necessary
- Supported the team by assisting with remittance email coordination
- Successfully completed weekly aging checks, meeting monthly quotas
- Established strong rapport with external clients through effective communication of payment related issues such as outstanding payments, stop payments, reissues, and refunds
- Proactively ensured accuracy of data by promptly reporting any discrepancies
- Exceeded Service Level Agreements by efficiently managing and prioritizing Salesforce queues.
- Assisted with rejecting virtual credit cards left in AvidXchange system
- Managed an average of 60 e-payment transactions per day for clients via email, telephone, and online systems
Treasury Services Advisor
BC Forward / Bank of America
Charlotte, NC
12.2015 - 03.2016
- Managed day-to-day account servicing and addressed inquiries and operational requests for CashPro clients
- Identified root causes and resolved issues by conducting research and analysis, delivering timely and error-free solutions
- Strengthened relationships with internal business partners and clients through continuous interaction, resulting in enhanced client satisfaction
- Served as a point of contact for store employees, addressing any concerns related to the store and equipment.
- Effectively navigated the call center system to provide accurate information and resolve customer inquiries.
Education
BACHELOR OF SCIENCE IN COMMUNICATION -
UNIVERSITY OF PHOENIX
BACHELOR OF SCIENCE IN COMMUNICATION -
WINSTON SALEM STATE UNIVERSITY
CONTINUED EDUCATION -
CENTRAL PIEDMONT COMMUNITY COLLEGE
Skills
- Experienced in Microsoft Office
- Experienced with Basic Excel
- 10-Key
- 45 wpm
- Excellent Time Management
- Excellent with problem solving
- Excellent verbal and written communication skills
- Adaptive to frequent process changes
- Detail Oriented
- Self-Motivated
References
References available upon request.
Timeline
BANK QUALITY ASSURANCE ANALYST
ALLY BANK
01.2022 - 04.2024
DEPOSITS CUSTOMER CARE SENIOR CONSULTANT
ALLY BANK
08.2020 - 12.2022
Customer Service Representative
Republic Services
02.2020 - 08.2020
Customer Care Analyst
AvidXchange
08.2018 - 01.2020
APS Operations Specialist, Check Aging
avidxchange
07.2016 - 08.2018
Treasury Services Advisor
BC Forward / Bank of America
12.2015 - 03.2016
BACHELOR OF SCIENCE IN COMMUNICATION -
UNIVERSITY OF PHOENIX
BACHELOR OF SCIENCE IN COMMUNICATION -
WINSTON SALEM STATE UNIVERSITY
CONTINUED EDUCATION -
CENTRAL PIEDMONT COMMUNITY COLLEGE
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