Nasia Fountain
Jacksonville
Summary
Detail-oriented Customer Service and Call Center Professional with over 9 years of experience supporting customers in high-volume call center and office environments. Proven ability to manage heavy inbound call queues, process documentation accurately, verify account information, and resolve customer concerns efficiently. Strong communication, data entry, and multitasking skills with a consistent record of meeting quality, compliance, and performance standards.
As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
Whataburger
10.2023 - 01.2026
- Delivered professional, efficient customer service during high-volume business hours
- Followed structured procedures and safety guidelines consistently
- Addressed and resolved customer concerns to ensure positive outcomes
- Supported daily operations through teamwork, reliability, and strong attendance
Customer Service Representative (Call Center)
Solera
02.2019 - 08.2023
- Managed 100+ inbound calls daily in a fast-paced call center environment
- Processed auto glass insurance claims accurately while adhering to company policies and compliance standards
- Verified customer insurance coverage, eligibility, and policy details using internal systems
- Documented customer interactions, claim updates, and resolutions clearly and accurately
- Explained claim processes, timelines, and required documentation in a professional, customer-friendly manner
- Resolved escalations and customer concerns while maintaining call quality metrics and productivity goals
- Demonstrated strong time management and attention to detail in a performance-driven environment
Customer Service Associate
Wendy’s
03.2018 - 12.2021
- Provided consistent customer support in a high-volume service environment
- Accurately handled transactions and order entry using POS systems
- Resolved customer issues professionally while maintaining a calm and courteous demeanor
- Worked collaboratively with team members to meet operational and customer satisfaction standards
- Maintained compliance with company procedures and workplace policies
Education
High School Diploma -
Robert E Lee
Jacksonville, FL01.2020
Skills
- Inbound Call Handling & Customer Support
- Call Center Metrics (Quality, Productivity, Compliance)
- Data Entry & Documentation Accuracy
- Insurance Claims Processing
- Account Verification & Eligibility Review
- Professional Phone Etiquette
- Conflict Resolution & De-escalation
- Multitasking & Time Management
- CRM & Internal Systems Navigation
- Microsoft Office & Computer Literacy
- Customer support
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Timeline
Customer Service Associate
Whataburger
10.2023 - 01.2026
Customer Service Representative (Call Center)
Solera
02.2019 - 08.2023
Customer Service Associate
Wendy’s
03.2018 - 12.2021
High School Diploma -
Robert E Lee