Narkeya Rodgers
Greensboro
Summary
Experienced Customer Service Expert with over 7 years in high-volume environments, specializing in complaint resolution and account management. Delivered multichannel support for digital and print services, effectively troubleshooting complex inquiries to enhance customer satisfaction and drive organizational growth in media and publishing.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Shift Lead
DENNYS
Greensboro
06.2017 - Current
- Serve as the primary point of contact for guest inquiries and troubleshooting complex complaints to ensure 100% customer satisfaction.
- Connect with team members to assign side work and manage daily logistics, maintaining operational efficiency for digital and in-person service.
- Deliver consistent service by leading floor staff to stay on task and proactively support subscribers' and guests' dining needs.
- Support high-volume operations by managing administrative tasks and performing precise data entry for shift reporting and inventory.
Phlebotomist
MOSES CONE HOSPITAL
Greensboro
03.2024 - 08.2024
- Troubleshot collection complications during venipunctures and finger sticks to maintain professional handling of all clinical procedures.
- Followed strict HIPAA regulations and aseptic techniques to support specimen integrity and consistent patient safety protocols.
- Performed high-volume data entry and managed precise patient identification to ensure error-free record keeping in a fast-paced environment.
- Served as a technical resource for department procedures and isolation precautions, ensuring high-quality service across clinical platforms.
Customer Service Representative
Alorica
Greensboro
07.2021 - 09.2022
- Delivered exceptional customer support to Verizon Wireless customers by handling high-volume inbound calls and resolving complex account and technical issues.
- Diagnosed and troubleshot mobile device, network connectivity, billing, and service-related concerns while guiding customers through step-by-step solutions.
- Assisted customers with account management, plan changes, device activations, password resets, and feature setup, ensuring a seamless customer experience.
- Utilized CRM systems and multiple software platforms to accurately document interactions, update customer records, and process service requests.
- Educated customers on Verizon products, services, and troubleshooting techniques to improve satisfaction and reduce repeat contacts.
- Maintained professionalism and empathy during escalated calls, effectively de-escalating concerns and achieving first-call resolution whenever possible.
- Consistently met quality assurance, productivity, compliance, and customer satisfaction performance metrics in a fast-paced remote call center environment.
Customer Service Associate
THE UPS STORE
Greensboro
07.2021 - 04.2022
- Delivered multichannel support by assisting customers with complex shipping needs, subscription management inquiries, and digital packaging services.
- Managed account management tasks for Amazon return processing, utilizing CRM software interfaces to ensure accurate transaction records.
- Resolved complaint resolution cases related to lost packages by filing detailed claims and troubleshooting logistics issues with carrier services.
- Connected with customers via inbound calling and face-to-face interactions to serve as a comprehensive first point of contact for business services.
Customer Service Associate
WALGREENS
Greensboro
08.2019 - 01.2021
- Supported subscribers and retail customers throughout checkout lifecycle, ensuring service consistency and effective complaint resolution.
- Acted as a product knowledge expert by troubleshooting customer inquiries and navigating them to digital content and store merchandise.
- Supported subscribers and retail customers through the full checkout lifecycle, ensuring consistent service and complaint resolution.
- Handled inbound calls for store inquiries and pharmacy support, contributing to high customer satisfaction metrics.
Education
Certificate of Technical Studies - Medical Billing And Coding
University of Phoenix
Tempe, AZ 01.2026 - 06.2026
High School Diploma -
BEN L SMITH
Greensboro, NCSkills
- Shift Leadership
- Team oversight
- Staff supervision
- Employee training
- Customer service
- Account management
- Complaint resolution
- Call management
- Multichannel support
- CRM software
- Troubleshooting
- Subscription management
- Consistent service delivery
- Daily reporting
- Performance improvement
- Resource allocation
- Operational quality
- Scheduling expertise
- Financial oversight
- Compliance management
- HIPAA compliance
- Regulatory compliance
- Health safety protocols
- Safety management
- Loss prevention
- Attention to Detail
- Decision-making
- Conflict resolution
- Interpersonal Communication
- Team collaboration
- Time management
- Customer support
- Problem resolution
- Professional handling
- Productivity monitoring
- Work delegation
- Operational quality
- Customer service focus
- Staff supervision
- Staff development
- Decision-making
- Operations management
- Work delegation
- Safety management
- Conflict resolution
Certification
- Medical Records (Billing and Coding) Certification, University of Phoenix, 01/01/26
- Phlebotomy Training Program Certification, Phlebotomy Training Program, 01/01/23
Timeline
Certificate of Technical Studies - Medical Billing And Coding
University of Phoenix
01.2026 - 06.2026
Phlebotomist
MOSES CONE HOSPITAL
03.2024 - 08.2024
Customer Service Representative
Alorica
07.2021 - 09.2022
Customer Service Associate
THE UPS STORE
07.2021 - 04.2022
Customer Service Associate
WALGREENS
08.2019 - 01.2021
Shift Lead
DENNYS
06.2017 - Current
High School Diploma -
BEN L SMITH