Naya Boakye
Aurora,CO
Summary
Customer Service Specialist adept at managing inquiries, resolving conflicts, and providing solutions to enhance customer satisfaction. Proven track record of improving operational efficiency through strong communication skills and multitasking abilities. Known for fostering positive customer relationships by understanding needs and delivering timely service.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Nelnet Student Loan Services
Aurora, CO
02.2019 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Ensured compliance with all applicable laws related to consumer protection regulations.
Customer Service Representative
Apple
Denver, CO
07.2014 - 02.2019
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Managed incoming and outgoing calls from the center to keep customers informed on latest product offerings and updates.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
Education
Associate of Arts - Sociology
Community College of Aurora
Aurora, CO05-2014
Skills
- Report Generation
- Account Management
- Customer Retention
- Customer Order Management
- Price quotes
- Complaint resolution
- Good communication skills
- CRM Software
- Call center experience
- Excellent written and oral communication
- Customer Service
Accomplishments
- Employee of the month
Timeline
Customer Service Specialist
Nelnet Student Loan Services
02.2019 - Current
Customer Service Representative
Apple
07.2014 - 02.2019
Associate of Arts - Sociology
Community College of Aurora
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