Natiya Presley
Avon,IN
Summary
Detail-oriented Client Support Representative with a strong focus on documentation and effective communication. Experienced in coordinating audits and swiftly addressing client needs to reduce risks and ensure timely certifications, ready to drive impactful results.
Overview
8
8
years of professional experience
Work History
Client Support Representative
NQA USA (Kiwa) Remote
12.2024 - 09.2026
- Provided product knowledge training to new hires, fostering team competency and performance.
- Led initiatives to streamline communication between departments, enhancing overall customer satisfaction.
- Participated in regular meetings with management to discuss ongoing trends, challenges, successes, and opportunities for improvement within the support department.
- Enhanced customer satisfaction by promptly addressing and resolving client concerns.
- Serve as a primary point of contact for clients by phone and email, provide regular updates, and resolve scheduling and certification concerns.
- Schedule surveillance, reassessment, Stage 1, Stage 2, and special audits while balancing client needs, auditor availability, and certification deadlines.
- Maintain accurate client notes, audit records, forms, and supporting documentation in company systems.
- Monitor open audits, expiration dates, and follow-up actions to reduce scheduling risks and prevent certification lapses.
- Coordinate ISO certification audits between clients, auditors, and internal teams across a multi-state region.
Customer Service Representative (Remote)
Navient
03.2019 - 12.2024
- Supported customers by phone and email, researched concerns, and delivered clear next steps.
- Processed documentation and kept customer records accurate in fast-paced remote environment.
- Resolved routine and escalated concerns while meeting service quality and productivity expectations.
- Answered client inquiries and provided timely, accurate information on services.
- Recorded client interactions in CRM system and maintained detailed reference records.
- Provided empathetic, professional assistance to customers with technical issues or product usage questions.
Education
Project Management
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Southport Highschool
Indianapolis, IN05.2014
Skills
- Organization
- Documentation
- Sales support
- CRM software
- Customer service
- Microsoft office
- Appointment scheduling
- Phone and email support
- Time management
Timeline
Client Support Representative
NQA USA (Kiwa) Remote
12.2024 - 09.2026
Customer Service Representative (Remote)
Navient
03.2019 - 12.2024
Project Management
Southern New Hampshire University
High School Diploma -
Southport Highschool