NIgel katawa
Addison,TX
Summary
Dedicated Customer Service Representative and Server/Runner motivated to improve service satisfaction and contribute to overall company success. Looking for a challenging position in an environment that encourages creativity and independent thinking with the potential of advancement.
Overview
6
6
years of professional experience
Work History
Customer Service Representative/Sales
Spectrum
12.2024 - 04.2025
- Answered customer/client inbound and outbound requests and inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
- Worked in one or multiple queues/skill sets over various customer contact channels.
- Responsible for improving customer retention through programs and service provided to the customer.
- Utilized mechanized systems to initiate and complete service orders and handle customer requests.
- Continually maintains working knowledge of all company products, services, and promotions.
- Made recommendations per customers’ needs on features, accessories, upgrades, and rate plans.
- Utilized operational systems to process purchases of products and services, i.e., collections, payments for Wireless customers.
- Administrated system functions on all opening, closing, and balancing procedures to per finance guidelines.
- Sells and provision wireless services, products, features, equipment, and accessories.
- Responsible for credit/inbound and outbound collections, activations, customer service, E-services, revenue, fraud, business and technical/roaming support inquiries, and other duties as required.
Rentals and Events Manager
Foro Sports Club
04.2023 - 11.2024
- Managed budgets effectively, optimizing allocation of resources to maximize event impact.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Delivered exceptional customer service to attendees, addressing concerns promptly and professionally.
- Streamlined event operations for improved efficiency and cost-effectiveness through comprehensive logistical management.
- Ensured smooth event transition with thorough pre-event walkthroughs and detailed day-of coordination efforts.
Server
The Novellas
03.2022 - 03.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Customer Service Representative
Apollo Group
01.2020 - 02.2022
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative/Mortgage Collector
Cardinal Financial
01.2019 - 12.2019
- 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.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
High School Diploma -
Skills
- Verbal communication
- Written communication
- Recommendations
- Call center experience
- Team player
- Problem solving
- Organization skills
- Fast learner
- Critical thinking
- Adaptability
- Time management
- Computer proficiency
Timeline
Customer Service Representative/Sales
Spectrum
12.2024 - 04.2025
Rentals and Events Manager
Foro Sports Club
04.2023 - 11.2024
Server
The Novellas
03.2022 - 03.2023
Customer Service Representative
Apollo Group
01.2020 - 02.2022
Customer Service Representative/Mortgage Collector
Cardinal Financial
01.2019 - 12.2019
High School Diploma -
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