NIKAELA KING
San Francisco Bay Area,CA
Summary
Dedicated Customer Support Rep bringing 10+ years of experience achieving ambitious goals in challenging FinTech environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Implementation Coordinator
SpotOn
11.2020 - 02.2024
- Streamlined POS operations by implementing efficient processes and procedures.
- Assisted with POS installation, trained restaurant staff, and assisted Go Live.
- Facilitated cross-functional collaboration for seamless project execution and improved team performance.
- Managed diverse software implementations, ensuring smooth integration with existing systems and minimal disruptions to operations.
- Collaborated with IT department to troubleshoot and resolve technical issues promptly, minimizing downtime.
- Enhanced communication between front-line employees and management through regular meetings focused on sharing updates, addressing concerns, and brainstorming solutions.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
Tech Support Manager
Performance Pos
06.2018 - 03.2020
- Managed and assigned field reps work orders within assigned territory
- Maintained business relationship with vendors, assisted with planning of business operations and network install/setup
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolve issues for clients via phone and using remote support tools (TeamViewer, LogMeIn, Bomgar)
- Manage phone calls, emails, and instant messages in a timely manner and document inquiry and resolution according to standard procedures
- Install, upgrade, support and troubleshoot client applications
- Troubleshoot, Diagnose basic network and server issues
- Windows 7/8/10, Anti-Virus/Virus Removal, Remote troubleshooting, ticketing systems experience, and network troubleshooting
- Track customer issues and resolutions in ticketing systems(ServiceNow, Asana)
- Ability to communicate well with clients, including clear explanations of complex technology issues.
POS Support/Help Desk Support
Central Payment Corp
09.2014 - 06.2018
- Troubleshoot software, hardware, and network issues
- Familiar with networking equipment such as: router and switch configuration(Mac Filtering, Disable SSID, Change username/password, QoS, etc.) as well as Cat 5/6 terminations and industry standard 568 A/B
- Familiar with networking tools such as cable testers, crimpers, toner probe, and punchdown tool
- Proficient in Microsoft Windows 7, 8, 10
- Provide assistance with training and installation with point of sale equipment via Remote Support and Phone Support
- Contributing to knowledgebase, reporting bugs/fixes for point of sale software
- Proficient with using Central Station ticketing system, logging troubleshooting steps, following up with point of contact within 24-48hrs to ensure ticket resolution
- Facilitate calls between merchants and software resellers to complete TSYS credit card process platform conversions with various software.
Samsung Product Sales Specialists
Premium Retail Services
01.2013 - 01.2015
- Conducts consumer facing activities by demonstrating key features, assisting customers with devices, and troubleshooting issues presented
- Builds and maintains long-term trusting relationships with retail store associates, retail management, and client management
- Partners with client team and management team to ensure product look and display is consistent with protocol, plan-ogram compliance, samples working properly, overall appearance and above presentation standards of competitive products
- Attends required training sessions on assigned products
- Maintains any formal certifications on product knowledge as assigned
- Assist client team members in training initiatives to ensure retail sales associates understanding on product, brand awareness, and brand image
- Share information with my market and how we can improve sales and increase brand awareness.
Retail Sales Associate
Radioshack
05.2011 - 09.2014
- Greet customers entering the store to ascertain what each customer wanted or needed
- Scan items for cage counts and weekly price audits using a handheld computer, then download data into the computer for review
- Answered questions regarding store and products, maintained knowledge of current sales and store promotions
- Execute non-negotiable standards of store operation including stocking, cleaning, merchandising, etc
- Reported sales growth on a quarterly basis
- Regularly sought opportunities to up sell and add on additional merchandise
- Replenish, receive, sort and stock general store merchandise.
Office Clerk
Safeway Inc
06.2009 - 04.2011
- Executed daily operations of superior customer service, Communicated with customers, employees and other individuals to answer questions, and addressed complaints
- Prepare and sell Western Union Transfers, money orders, and lottery tickets
- Operated office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers
- Cash handling, check cashing, balance tills, count and verify funds in safe and prepare for deposits for pick up by armored carrier, monitor and investigate discrepancies or errors, input numerical data, prepare various statistical reports, reconcile daily and weekly store activity for cash accountability
- Troubleshoot problems involving office equipment, including computer hardware and software.
Courtesy Clerk
Safeway Inc
01.2007 - 01.2009
- Provided superior customer service, greet customers, bag groceries, help customers to out to their car
- Collect empty carts and return them to the store, clean spills and return merchandise to the shelf, price checks, and stock bags at the check stands.
Education
IT Professional Certification -
The Stride Center
01.2014
Diploma -
El Cerrito High School
01.2008
Skills
- Project Leadership
- Appointment Scheduling
- Complaint resolution
- Problem-solving abilities
- CRM Software (Salesforce & Mondaycom)
- Computer Networking
- Remote Access Software
- Help Desk
- Software Implementation
- Customer RMA management (Netsuite)
Certification
- Relationship Building Skills
- Courteous Demeanor
- Proficient skills in Microsoft Office
- Great Sense of Humor
Timeline
Implementation Coordinator
SpotOn
11.2020 - 02.2024
Tech Support Manager
Performance Pos
06.2018 - 03.2020
POS Support/Help Desk Support
Central Payment Corp
09.2014 - 06.2018
Samsung Product Sales Specialists
Premium Retail Services
01.2013 - 01.2015
Retail Sales Associate
Radioshack
05.2011 - 09.2014
Office Clerk
Safeway Inc
06.2009 - 04.2011
Courtesy Clerk
Safeway Inc
01.2007 - 01.2009
IT Professional Certification -
The Stride Center
Diploma -
El Cerrito High School
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