Nialija Montgomery
Columbia,South Carolina
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative (Turbo Tax)
Foundever
Columbia, SC
10.2023 - Current
- Provided expert customer support for TurboTax users, assisting with tax-related inquiries, software navigation, and troubleshooting technical issues
- Guided customers through the tax filing process, ensuring accuracy and compliance with IRS guidelines
- Delivered high-quality service via phone, chat, and email, maintaining professionalism and empathy in all interactions
- Resolved complex account and software issues efficiently while adhering to company policies and security protocols
- Educated customers on TurboTax features, maximizing user experience and satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Server
Wild Crab
Columbia, SC
08.2021 - 02.2024
- Welcoming guests with a friendly attitude and escorting them to their tables
- Listening to customers' requests, answering menu questions, and ensuring accuracy
- Suggesting food and beverages based on customers' preferences
- Accommodating dietary restrictions, allergies, or special orders
- Delivering orders promptly and accurately
- Ensuring customers are satisfied with their meals and service
- Removing used plates, utensils, and glassware efficiently
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Customer Service Representative
Teleperformance
Columbia, SC
08.2019 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Host/Expo/Busser/ToGo Specialist
Chilis Grill & Bar
Columbia, SC
08.2014 - 08.2016
- Greeted and seated guests promptly, managing the flow of the dining room to maximize table turnover
- Managed reservations and walk-ins using a seating chart or reservation software to ensure efficiency
- Provided excellent customer service by answering phone inquiries, assisting with special requests, and maintaining a friendly demeanor
- Coordinated communication between the kitchen and servers, ensuring food orders were accurate and delivered promptly
- Inspected plated dishes for presentation and adherence to quality standards before serving
- Monitored timing and prioritized orders to maintain smooth kitchen operations during peak hours
- Cleared and reset tables quickly and efficiently to maintain a clean and welcoming dining environment
- Assisted servers by refilling water, delivering bread, and handling other guest needs during service
- Maintained cleanliness in the dining room, including sweeping floors and sanitizing surfaces
- Accurately packed, labeled, and reviewed to-go orders to ensure completeness and quality
- Provided friendly service to pick-up and delivery customers, handling payment transactions efficiently
- Coordinated with the kitchen and delivery drivers to ensure orders were prepared and delivered on time
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Answered phone calls to take orders, give information and document reservations.
Education
High School Diploma -
Dutch Fork High School
Irmo, SC05.2019
Skills
- Customer Service Skills
- Communication
- Multitasking
- Time Management
- POS System Efficiency
- Food Safety Knowledge
- Cash handling
- Teamwork
- Adaptability
Timeline
Customer Service Representative (Turbo Tax)
Foundever
10.2023 - Current
Server
Wild Crab
08.2021 - 02.2024
Customer Service Representative
Teleperformance
08.2019 - 02.2023
Host/Expo/Busser/ToGo Specialist
Chilis Grill & Bar
08.2014 - 08.2016
High School Diploma -
Dutch Fork High School