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
Customer Relationship Management (CRM)
Live chat support
Ticket management
Customer Response
Call center experience
Complaint Handling
Quality Assurance
Salesforce
Payment Processing
Appointment Scheduling
Sales Support
Time Management
Excellent Communication
Problem-solving abilities
Teamwork and Collaboration
Decision-Making
Adaptability
Written Communication
Time management abilities
Microsoft Windows and Office
Customer Communication and Empathy
Problem-Solving
Self Motivation
Customer Service
Multitasking
Highly Professional
Support Services
Call Management
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