Niaisha Love
Ypsilanti,MI
Summary
To obtain a position that will enable me to utilize my strong operations, leadership, communication, and management competencies, in an atmosphere that will encourage self and team advancement. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative II
Insurance Auto Auctions Inc.
09.2017 - Current
- Maintained all sales account for new and old buyer that wish to sell vehicles at auction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Maintained all sales account for new and old buyer that wish to sell vehicles at auction.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
Lead Customer Service Representative
OnStar
01.2013 - 08.2017
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 10 agents focused on information and navigation calls.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Recommended products to customers, thoroughly explaining details.
- Minimized process lags through operations protocols and client account management training.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
Education
High School Diploma -
Plymouth Salem High School
Canton, MISkills
- Microsoft Office, Microsoft PowerPoint, Microsoft Dynamics, Microsoft Excel, Microsoft Word, Microsoft Access, Microsoft Windows
Microsoft Outlook - Analytical Thinking
- Time Management
- Administrative Support
- Sales and Upselling
- Issue and Complaint Resolution
- Document and Records Management
- Customer Service
- Account Management
- Call Center Operations
- Multi-Line Telephone Operation
- 10-Key
- Staff Training
- Clerical Support
- Technical Support
- Strong Analytical and Problem-Solving Skills
- Service Standard Compliance
- Customer Relations
- Monitoring
- Spreadsheets
- Typing Proficiency
Timeline
Customer Service Representative II
Insurance Auto Auctions Inc.
09.2017 - Current
Lead Customer Service Representative
OnStar
01.2013 - 08.2017
High School Diploma -
Plymouth Salem High School
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