Nijah Copeland
Columbus,OH
Summary
Highly motivated and organized Customer Account Specialist with 10+ years of experience in customer service and account management. Adept at resolving customer issues, maintaining account records, and managing accounts.
Overview
4
4
years of professional experience
Work History
Customer/Technical advisor
Apple via Kelly connect
04.2019 - 05.2020
- Coordinated with other departments to ensure a smooth workflow
- Ensured compliance with company policies and procedures
- Built strong relationships with customers by providing personalized service
- Proactively identified customer needs and recommended appropriate solutions
- Assisted in resolving customer complaints and disputes in a timely manner
- Provided technical support to customers in resolving account issues
- Monitored customer accounts to identify and resolve any billing discrepancies
- Collaborated with internal teams to ensure customer needs were met in a timely manner.
Apple tech advisor tier 2
Apple via teleperformance
08.2018 - 11.2018
- Provided technical support to users
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner
- Maintained quality control standards, seeking new ways to improve customer service
- Resolved product and service challenges by researching customer complaints and following up to ensure satisfactory resolutions
- Worked with customers in past due status to negotiate solutions that enabled uninterrupted service
- Continually developed a strong product and customer service knowledge base to help drive sales and provide options and value to customers
- Submitted requests to the proper department to prevent recurring issues, recommending process and procedure improvements
- Assisted customers in navigating the company website and placing orders online, troubleshooting any technical issues.
Collections Agent
Tsi America
07.2016 - 08.2017
- Participated in collection training sessions to stay up to date with industry best practices
- Utilized various collection software programs to track and monitor delinquent accounts
- Collaborated with other departments to ensure customer accounts are up to date
- Ensured compliance with applicable laws and regulations
- Maintained a high degree of confidentiality when dealing with sensitive customer information
- Followed up on payment arrangements to ensure that payments were received on time
- Coordinated with the legal department to pursue legal action when necessary
- Utilized skip tracing techniques to locate delinquent customers and initiate contact, resulting in a 20% increase in collections
- Processed customer payments in a timely and accurate manner
- Researched and resolved customer inquiries in a timely and professional manner
- Developed and implemented a customer service strategy to reduce customer complaints and improve customer satisfaction
- Maintained up-to-date knowledge of relevant state and federal laws regarding collections.
Education
High School Diploma -
Eastmoor Academy
Columbus, Ohio05.2001
Skills
- Supervision
- Customer de-escalation
- Word
- Excel
- IOS
- Technical support
- Sales
- Training analyst
References
Shauna williams, Shaunna.williams@kellyhba.com, 1 913 742 2852
Timeline
Customer/Technical advisor
Apple via Kelly connect
04.2019 - 05.2020
Apple tech advisor tier 2
Apple via teleperformance
08.2018 - 11.2018
Collections Agent
Tsi America
07.2016 - 08.2017
High School Diploma -
Eastmoor Academy
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