Nalissa Reaves
Richmond,VA
Summary
Proven track record in enhancing customer loyalty and streamlining workflow processes. Expert in customer service and problem-solving, I excel in critical thinking and data entry, significantly improving service standards and operational efficiency. Achieved a notable increase in repeat business through empathetic client relations and effective problem resolution.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Capital One
Richmond, VA
09.2023 - 08.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Enterprise Rent-A-Car
Richmond, VA
07.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
Teleperformance USA
Richmond, VA
07.2021 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Accessioning Technician
Abbott Laboratories
Richmond, VA
11.2020 - 04.2021
- Improved sample processing efficiency by implementing a streamlined accessioning workflow.
- Contributed to the reduction of specimen rejection rates by adhering to strict handling procedures.
- Aided in the implementation of new testing procedures, keeping the lab up-to-date with industry advancements.
- Facilitated increased productivity among team members by providing cross-training opportunities as needed.
- Promoted an organized workspace through routine maintenance of equipment, storage areas, and documentation practices.
- Enhanced laboratory turnaround time by accurately and efficiently accessioning specimens.
Cashier
Food Lion
Richmond, VA
04.2020 - 09.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Medical Laboratory Science
J Sargent Reynolds
Richmond, VAN/A -
Highland Springs High School
Richmond, VA06.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Customer Relations
- Order Processing
Timeline
Customer Service Representative
Capital One
09.2023 - 08.2024
Customer Service Representative
Enterprise Rent-A-Car
07.2022 - 08.2023
Customer Service Representative
Teleperformance USA
07.2021 - 06.2022
Accessioning Technician
Abbott Laboratories
11.2020 - 04.2021
Cashier
Food Lion
04.2020 - 09.2020
Medical Laboratory Science
J Sargent Reynolds
N/A -
Highland Springs High School