Nicholas Ackey
Douglasville,GA
Summary
Dedicated and experienced Customer Service Specialist with a proven track record of delivering exceptional customer support. Proficient in resolving inquiries and issues efficiently, while maintaining a high level of professionalism and customer satisfaction.
- 2 years of experience in customer service roles.
- Strong communication skills, both verbal and written.
- Excellent problem-solving abilities.
- Ability to work well under pressure and in fast-paced environments.
- Proficient in using CRM software and other customer service tools.
- Proven ability to build rapport with customers and provide personalized assistance.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Results CX
10.2023 - Current
- Provided service for Medicaid and Medicare Members
- Provided clear, concise, and thoughtful instructions
- Answered customer questions and provided helpful solutions
- Promoted products and services for our clients
- Resolved customer complaints with fast, friendly, and courteous service
- Consistently delivered a positive and world class customer experience via phone, web chat or email
- Provided detailed summaries of customer calls in our CRM Database
- Collaborated with leadership to improve our Customer Experience
Final Inspector
Toyo Tire NA
04.2019 - 09.2023
- Test, measure and analyze products to ensure safety and quality
- Conduct visual and manual inspections
- Communicate with supervisor any required adjustments
- Monitored product quality at all stages of production process.
- Played a key role in achieving ISO certification by consistently upholding stringent quality standards.
- Used analyzers, multimeters and power supplies to conduct diagnostic procedures.
- Implemented new inspection techniques, resulting in a more efficient inspection process.
Technical Support Agent
Omni Interactions
02.2022 - 07.2023
- Inbound customer support and technical assistance for Quickbooks customers
- Analyze, troubleshoot and resolve technical issues for business owners having trouble with software issues for payroll and accounting
- Worked in a secure home office
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Project Manager
Dream Team GC
01.2015 - 03.2019
- Responsible for planning and overseeing a wide array of construction projects
- Managed company budget, expenses and inventory
Accounts Payable / Accounts Receivable - Managed contractors and vendors to ensure regulations and permitting were properly maintained
- Hired and trained new team members
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Maintained open communication by presenting regular updates on project status to customers.
- Developed and initiated projects, managed costs, and monitored performance.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Education
High School Diploma -
Cedar Grove High School
Ellenwood, GA05.2002
Skills
- Issue and Complaint Resolution
- Conflict Resolution
- Customer Relationship Management (CRM)
- Sales and Upselling
- POS systems expert
- Computer Skills
- Call Management
- Brand representation
- Administrative Support
- Good communication skills
- Computer Proficiency
- Salesforce CRM
Timeline
Customer Service Specialist
Results CX
10.2023 - Current
Technical Support Agent
Omni Interactions
02.2022 - 07.2023
Final Inspector
Toyo Tire NA
04.2019 - 09.2023
Project Manager
Dream Team GC
01.2015 - 03.2019
High School Diploma -
Cedar Grove High School
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