Nefertiti Darty Dedrick
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
CSR
Bank Of America Merrill Lynch
09.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Contributed to company growth by consistently meeting and exceeding sales targets.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Technical Support Representative
ADT Security
09.2020 - 09.2022
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Tier 1 Technical Support Representative
Apple
03.2019 - 09.2022
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Assistant Manager
Aldo Shoes
02.2016 - 12.2019
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
Associate of Science - Nursing
Florida State College At Jacksonville
Jacksonville, FL12.2026
High School Diploma -
Pensacola State College
Pensacola, FL05.2013
Skills
- Attention to Detail
- Decision Making
- Active Listening
- Adaptability
- Time Management
- Positive Attitude
- Effective Communication
- Product Knowledge
- Customer Focus
- Multitasking
- Business Administration
- Workforce Management
Timeline
CSR
Bank Of America Merrill Lynch
09.2022 - Current
Technical Support Representative
ADT Security
09.2020 - 09.2022
Tier 1 Technical Support Representative
Apple
03.2019 - 09.2022
Assistant Manager
Aldo Shoes
02.2016 - 12.2019
Associate of Science - Nursing
Florida State College At Jacksonville
High School Diploma -
Pensacola State College
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