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
Winter Haven, FL
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
White, GA
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
Cartersville, GA
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