Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nakita White

Decatur,GA

Summary

Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.

Overview

16
16
years of professional experience

Work History

Customer Experience Agent

Alorica
Decatur, Georgia
09.2023 - Current
  • Created detailed reports on customer feedback and satisfaction levels.
  • Gathered valuable insights about the customer experience via post-interaction surveys.
  • Report any suspicious activity observed during interactions with customers, according to established protocols.
  • Complete the task using the CRM.
  • Greet customers with a cheerful disposition.
  • De-escalate different situations.
  • Commended for the ability to exceed performance metrics.

Service Delivery Agent

Chime Solutions/VXI Global Solutions
Morrow, Georgia
08.2022 - 08.2023
  • Created reports on service deliveries for management review.
  • Tracked the progress of projects using project management software tools.
  • Evaluated current methods of providing services against industry standards.
  • Used Salesforce and Microsoft Office Suites for different tasks.
  • Enrolled members in their benefits, i.e. 401(k), medical, dental, vision, etc.
  • Completed QSCs and created tickets for different tasks.
  • Recognized for exceeding performance metrics.

Customer Service Representative

Adecco
Brunswick, Georgia
10.2012 - 12.2015
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided accurate information about products and services to customers.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Placed orders via phone or email.
  • Upsold different inventory for promotions
  • De-escalation, when needed

Customer Service Executive

Vector Corporation
Brunswick, Georgia
01.2012 - 09.2012
  • Processed orders accurately and efficiently in accordance with company policies.
  • Resolved customer complaints in a timely manner while maintaining a professional attitude.
  • Developed strong relationships with customers by providing knowledgeable advice on products and services.
  • Set appointments for customers.
  • Created payment agreements.
  • Collections, when needed,

Sales Representative

Rent-A-Center NPS
Stone Mountain, Georgia
08.2009 - 09.2010
  • Provided training support for sales processing procedures.
  • I pitched products in person, over the phone, and followed up with contracted leads.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Transitioned rental agreements to close contracts.
  • Ensured direct and honest communication.
  • Collections, when needed,
  • Calculated the most appropriate renewal dates for customers.
  • Produced sales documents, finalized deals, and filed records.

Education

Bachelor of Science - Biology

Clark Atlanta University
Atlanta, GA
05-2007

High School Diploma -

Southwest Dekalb High School
Decatur, GA
05-2002

Skills

  • Complaint Handling
  • Upselling
  • Team Training
  • Database Research
  • 96 wpm
  • 8000 kps
  • Able to navigate different systems at the same time
  • Knowledge of medical terminology
  • Active listening
  • Empathetic
  • Keen attention to detail
  • Creditworthiness
  • Ability to multitask in a fast paced environment

Timeline

Customer Experience Agent

Alorica
09.2023 - Current

Service Delivery Agent

Chime Solutions/VXI Global Solutions
08.2022 - 08.2023

Customer Service Representative

Adecco
10.2012 - 12.2015

Customer Service Executive

Vector Corporation
01.2012 - 09.2012

Sales Representative

Rent-A-Center NPS
08.2009 - 09.2010

Bachelor of Science - Biology

Clark Atlanta University

High School Diploma -

Southwest Dekalb High School
Nakita White