Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nia Lucas

Charlotte,NC

Summary

Talented Technical and Customer Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented call center representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

5
5
years of professional experience

Work History

Technical Associate

Charlotte Mecklenburg Schools
01.2024 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Submitted service tickets for equipment maintenance requests.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Managed high levels of call flow and responded to all technical support needs.
  • Managed high levels of call flow and responded to all technical support needs.
  • Translated complex technical issues into digestible language for non-technical users.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Activated accounts for teachers and students in the school system
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular , Website issues.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for teachers and students across various time zones.
  • Conducted in-depth product and issue resolution research to address team concerns.
  • Assisted team with product selection based on stated needs, proposed use and budget.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Evaluated and responded to requests for technical support assistance.

Self-Employed

Lyft And Uber
04.2019 - 01.2024
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Organized and detail-oriented with a strong work ethic.
  • Resolved problems, improved operations and provided exceptional service.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Gained strong leadership skills by managing projects from start to finish.
  • Developed and maintained courteous and effective working relationships.
  • Excellent communication skills, both verbal and written.
  • Handled receipt, storage, identification and delivery of products for clients.
  • Utilized GPS technology to navigate delivery routes and avoid traffic congestion.
  • Provided exceptional customer service by addressing inquiries professionally and resolving issues promptly.
  • Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
  • Drove safely at all times to avoid accidents and harm.
  • Collected payments from customers for packages delivered and provided receipt to use as proof of transaction.
  • managed over 50 customer requests daily

Sales Retention Specialist

Concentrix
10.2022 - 09.2023
  • Utilized CRM software effectively to track client interactions, monitor progress, and generate insightful reports for continuous improvement.
  • Provided comprehensive training sessions for new team members on effective sales retention strategies and techniques.
  • Exceeded monthly retention targets consistently by building rapport and trust with clients during interactions.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with cross-functional teams to create customized offers that met individual customer needs, leading to higher retention rates.
  • Increased customer retention by effectively addressing concerns and providing tailored solutions.
  • Identified common pain points among dissatisfied customers and worked closely with product development teams to implement appropriate solutions.
  • Streamlined internal processes to ensure timely resolution of customer issues, thereby boosting overall satisfaction ratings.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased sales daily by 5%

Customer Service Representative

QVC Inc
10.2020 - 11.2022
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
  • Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
  • Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Handled administrative tasks accurately, including scheduling employees, preparing bank deposit and drafting sales reports to keep daily processes running smoothly.
  • Increased sales by promoting new offerings and maintaining current knowledge of merchandise, sales and key product features.
  • Prepared merchandise for distribution and placement across sales floor by building pallets and tagging products.
  • Oversaw employee scheduling, inventory replenishment and other daily functions to maintain smooth operational flow and address surprise issues head-on.
  • Kept business operations moving smoothly by drafting sales reports, coordinating staff schedules and managing opening and closing procedures.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Created financial reports and documentation for review by store management staff.
  • Completed store opening and closing procedures.
  • Counted out cash drawers and balanced totals.
  • Processed cash, credit, debit and check payments.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Accepted and processed customer returns.
  • Received and counted money.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Coordinated store products and conducted inventory counts to maintain merchandise flow.
  • Constructed cardboard and window merchandise displays, organized shelves and racks and maintained clean sales floor to promote visually appealing shopping environment.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Directed customers to correct store locations.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Delivered exceptional verbal communication abilities during phone conversations or written correspondence with clients via email or chat platforms.
  • Contributed ideas, decision-making skills and good judgment to achieve objectives.
  • Responded proactively and positively to rapid change.

Education

High School Diploma -

Northwest School of The Arts
Charlotte, NC
06.2014

Skills

  • De-escalation Techniques
  • Order and Refund Processing
  • CRM Software
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • POS Systems and Ordering Platforms
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • Upselling Products and Service
  • Responding to Difficult Customers
  • Customer Account Management
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Customer Retention Strategies
  • Sales Report Generation
  • Team-Oriented and Cooperative
  • Document and Records Management
  • First-Tier Technical Support
  • Call Volume and Quality Metrics
  • Establishing and Maintaining Customer Relationships
  • Strong Analytical and Problem Solving Skills
  • Proactive Self-Starter
  • Administrative and Office Support
  • Multi-Line Phone Systems
  • Cultural Awareness and Sensitivity
  • Inbound and Outbound Calling
  • LiveChat Messaging
  • Billing Adjustments and Refunds
  • Promoting Brand and Company Identity
  • Inventory Management
  • Excellent Attention to Detail
  • Patient and Empathetic
  • Computer Proficiency
  • Merchandise Orders and Exchanges
  • Microsoft Exchange
  • Time Management
  • Equipment Repair

Accomplishments

  • Promoted to Tech Associate
  • Endorsements in software development and mobile applications.
  • Completed intensive training in sales, customer service and software engineering.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Timeline

Technical Associate

Charlotte Mecklenburg Schools
01.2024 - Current

Sales Retention Specialist

Concentrix
10.2022 - 09.2023

Customer Service Representative

QVC Inc
10.2020 - 11.2022

Self-Employed

Lyft And Uber
04.2019 - 01.2024

High School Diploma -

Northwest School of The Arts

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Nia Lucas