Nateil Govan
Customer Service Representative
Windsor,SC
Summary
Adept at elevating customer experiences, I leveraged CRM systems at Duke Energy to enhance client satisfaction and retention. My blend of empathetic communication and problem-solving skills, backed by expertise in Salesforce and call management, consistently drove positive outcomes and repeat business, marking a significant impact in fast-paced support environments. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Duke Energy
04.2022 - 03.2024
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Service Specialist
Connexus Resource Group
09.2020 - 03.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Customer Service Representative
Blue Cross Blue Shield of NC
12.2018 - 08.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Care Representative
Alorica/United Health Centers
02.2016 - 11.2018
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Education
High School Diploma -
Blackville-Hilda High School
Blackville, SC 05.2024 - 05.2024
Skills
Customer service excellence
Timeline
High School Diploma -
Blackville-Hilda High School
05.2024 - 05.2024
Customer Support Specialist
Duke Energy
04.2022 - 03.2024
Customer Service Specialist
Connexus Resource Group
09.2020 - 03.2022
Customer Service Representative
Blue Cross Blue Shield of NC
12.2018 - 08.2020
Customer Care Representative
Alorica/United Health Centers
02.2016 - 11.2018
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