Nayesha Muhammad
Fort Wayne,IN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options with a smile.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PSEG
06.2021 - 03.2023
- Developed extremely empathetic client relationships and earned reputation for exceeding service standard goals.
- Created and maintained detailed database to develop promotional service.
- Increased efficiency and team productivity by promoting operational best practices.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Verified data files prior to entry to maintain high data accuracy.
Customer Service Representative
NYC Department Of Youth And Community Services
03.2020 - 12.2021
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Created and maintained a detailed database to keep track of Covid 19 outbreaks.
- Followed established protocols for the professional handling of emergency situations.
- Documents completed work in appropriate logbooks.
- Answered calls from an automatic routing system and took basic information from callers.
- Recorded and tracked emergency requests utilizing community resources.
- Completed data entry tasks with accuracy and efficiency.
- Proved successful working within tight deadlines and a fast-paced environment.
- Offered friendly and efficient service to citizens, and handled challenging situations with ease.
Political Canvasser
Donahoe Partners Inc
09.2021 - 11.2021
- Delivered persuasive presentations to convince people to register for mail-in ballots.
- Interacted with and educated New Jersey voters in low-income areas to promote voting in the Senate campaign.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Discussed customer feedback with management to optimize the customer experience.
- Conducted regular surveys and canvassing activities to identify potential customers for products and services.
Receptionist Assistant
Park Crescent Healthcare And Rehabilitation Center
08.2018 - 08.2020
- Provided clerical support to patients and staff by copying, faxing, and filing documents.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared and maintained master calendar, collecting and disseminating general information.
- Confirmed appointments, communicated with staff members, and updated patients' records.
- Answered phones promptly and directed incoming calls to the correct rooms.
- Resolved patient problems and complaints.
- Documented patient information and care activities in electronic health records.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
Education
Associate of Business Administration - Business
Essex County College
Newark, NJ09.2019
High School Diploma -
East Orange Campus High School
East Orange, NJ05.2019
Skills
- Time Management
- Call Volume and Quality Metrics
- Order Fulfillment
- Office Support
- Customer Inquiries
- Data Entry
- Microsoft Excel
- Google Docs
- Teamwork and Collaboration
- Customer Experience
Certification
- First Aid/CPR Certified
Timeline
Political Canvasser
Donahoe Partners Inc
09.2021 - 11.2021
Customer Service Representative
PSEG
06.2021 - 03.2023
Customer Service Representative
NYC Department Of Youth And Community Services
03.2020 - 12.2021
Receptionist Assistant
Park Crescent Healthcare And Rehabilitation Center
08.2018 - 08.2020
Associate of Business Administration - Business
Essex County College
High School Diploma -
East Orange Campus High School