Nareka Mentor
Columbia,SC
Summary
Personable, Friendly and efficient teacher, devoted to maximizing customer satisfaction with exceptional service and support. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Looking for a new role where hard work and dedication will be highly valued.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Princess Cruises
Columbia, SC
05.2022 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- 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.
- Set up and activated customer accounts.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Customer Service Representative
Maximus Call Center
Blythewood, SC
11.2019 - 05.2020
- Educated customers on special pricing opportunities and company offerings.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Set up and activated customer accounts.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Teacher
Kingdom Kids Child Development Center
Columbia, SC
01.2017 - 05.2020
- Built and strengthened positive relationships with students, parents and teaching staff.
- Worked outside normal hours to be available to answer parent and student questions.
- Combined discipline plan with effective measures and lesson plans to increase concentration, participation and progress student accountability.
- Maintained positive classroom environments by reinforcing rules for behavior and relationship-building actions.
- Oversaw and directed parent conferences, lesson plans and classroom activities.
- Designed curriculum, lesson plans and instructional materials for classroom teaching.
- Maintained calm, positive classroom environment through gentle discipline and enthusiastic attitude to encourage learning and studying among student.
- Offered hands-on learning opportunities to develop student self-esteem and life skills.
- Worked with parents, administrators and counselors to develop improvement plans for struggling students.
Library Assistant
Newberry College
Newberry, SC
08.2014 - 05.2016
- Returned books to circulation by placing on proper shelves.
- Answered patrons' questions and assisted in finding materials requested.
- Maintained well-rounded knowledge of automated library systems and reference data to share with patrons and visitors.
- Maintained accurate library records for inventory of periodicals and books.
- Enforced current library policies fairly with patrons.
- Worked alongside library staff to shelve books and organize collections.
- Developed skills in Microsoft Office and other current computer technologies.
- Answered questions from patrons in person and via telephone regarding library policies, practices and procedures.
- Collected and recorded fees for library services and fines.
Customer Service Representative
Newberry College
Newberry, SC
07.2015 - 01.2016
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assessed customer needs and upsold products and services to maximize sales.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with supervisor to develop customer service improvement initiatives.
- Exceeded company productivity standards on consistent basis.
Cashier
Wendy's Fast Food
Columbia, SC
05.2011 - 08.2013
- Operated cash register, collected payments and provided accurate change.
- Processed sales transactions to prevent long customer wait times.
- Trained new team members in cash register operation, stock procedures and customer services.
- Met high productivity standards in processing payments for customers.
- Learned roles of other departments to provide coverage and keep store operational.
- Scanned customer purchases and supported transactions to streamline sales process.
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
- Increased sales by suggesting specific complementary items to customers.
Education
MBA -
Colorado Technical University
Colorado Springs, CO08.2023
Bachelor of Arts - Early Childhood Management
Newberry College
Newberry, SC12.2022
Skills
- Active Listening
- Time Management
- Teamwork
- Communication
- Self-motivated
- Creativity
- Microsoft Office expertise
- Problem-solving abilities
- Adaptive team player
- Project management abilities
- Inbound and Outbound Calling
- Multitasking and Prioritization
- Data Evaluation
- Upbeat and Positive Personality
- De-escalation Techniques
- Understanding Customer Needs
Timeline
Customer Service Representative
Princess Cruises
05.2022 - 04.2023
Customer Service Representative
Maximus Call Center
11.2019 - 05.2020
Teacher
Kingdom Kids Child Development Center
01.2017 - 05.2020
Customer Service Representative
Newberry College
07.2015 - 01.2016
Library Assistant
Newberry College
08.2014 - 05.2016
Cashier
Wendy's Fast Food
05.2011 - 08.2013
MBA -
Colorado Technical University
Bachelor of Arts - Early Childhood Management
Newberry College
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