Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nijah Tophia

Summary

Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

3
3
years of professional experience

Work History

Medical Call Center Representative

Working Solutions
01.2023 - Current
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Processed debit and credit card and electronic check payments.
  • Educated customers on company systems, form completion, and access to services.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Approved and terminated customer contracts upon request.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Retail Customer Service Representative

Working Solutions
01.2022 - 12.2022
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Answered over 50 calls per shift to meet fast-paced call center demands.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Maintained and managed customer files and databases.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Generated customer service reports to track customer satisfaction.
  • Approved and terminated customer contracts upon request.
  • Sought out extra training opportunities to enhance customer relationship management abilities.

Data Entry Operator

Working Soultions
01.2021 - 12.2021
  • Completed data entry tasks with accuracy and efficiency.
  • Maintained files, records and chronologies of entry activities.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Verified data files prior to entry to maintain high data accuracy.
  • Produced monthly reports with advanced Excel spreadsheet functions.
  • Sent completed entries for evaluation and final approval.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Searched, extracted and interpreted information to determine correct input procedure.
  • Evaluated source documents to locate needed information.
  • Compiled and verified accuracy and sorting information to prepare source data for computer entry.
  • Coded and processed applications into required electronic formats.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Sorted documents and maintained organized filing process.
  • Followed established procedures to enter and process data correctly.
  • Created and maintained data entry logs to track data entry activities.
  • Organized, sorted, and checked input data against original documents.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Developed and maintained databases to store customer information.

Education

No Degree - Business Administration And Management

DeVry University
Downers Grove, IL
08.2023

High School Diploma -

Tri-Cities High School
East Point, GA
05.2012

Skills

  • POS Systems and Ordering Platforms
  • Privacy Policies
  • Data Analysis
  • Quality Assurance Optimization
  • Reviewing Renewals
  • Windows Vista
  • Resolving Issues
  • Customer Retention Strategies
  • Customer Communication
  • Document and Records Management
  • Brand Representation
  • Service Quality
  • Collaborative Environments
  • Call Control Skills
  • Medical Billing
  • Complex Product Knowledge
  • Documentation
  • Understanding Customer Needs
  • Customer Support
  • Call Center Operations
  • Problem-Solving Skills

Timeline

Medical Call Center Representative

Working Solutions
01.2023 - Current

Retail Customer Service Representative

Working Solutions
01.2022 - 12.2022

Data Entry Operator

Working Soultions
01.2021 - 12.2021

No Degree - Business Administration And Management

DeVry University

High School Diploma -

Tri-Cities High School

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Nijah Tophia