Nikaela Lakey
Glendale,AZ
Summary
Dedicated and experienced Customer Service Supervisor with over 9 years of experience in fast-paced, high-volume environments. Proven ability to lead teams, manage operations, and enhance customer satisfaction. Skilled in sales, dispatching, conflict resolution, and training. Adept at handling escalated issues and maintaining operational efficiency. Authorized to work in the U.S. for any employer.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Valley Tree Care
Happy Valley, AZ
09.2024 - Current
- Led a team of customer service representatives, ensuring performance goals and KPIs were met.
- Conducted interviews, hired, and trained new team members to ensure operational excellence.
- Managed daily scheduling of arborist evaluations and tree care services.
- Handled both outbound and inbound calls for scheduling, client updates, and sales follow-ups.
- Dispatched technicians and arborists to job sites using scheduling tools and software.
- Performed management-level audits to maintain service quality and compliance.
Admissions Representative
Universal Technical Institute
Avondale, AZ
05.2023 - 03.2024
- Made outbound calls to prospective students to generate interest and schedule campus tours.
- Assisted students with enrollment questions and directed inquiries to appropriate departments.
Medical Claims Processor
Imagenet LLC
Phoenix, AZ
06.2021 - 10.2022
- Processed high volumes of medical claims accurately in compliance with HIPAA guidelines.
- Reviewed provider coding and claims for billing errors and submitted corrections.
- Monitored claim status and resolved any errors blocking auto-adjudication.
Escalation Specialist
Epiq Global Solutions
Phoenix, AZ
12.2019 - 04.2021
- Supervised contact center operations, focusing on training, development, and compliance.
- Collaborated with project teams to ensure smooth case launches and support processes.
- Handled escalated cases and resolved complex customer issues efficiently.
Fraud Investigation Specialist
Capital One
Tampa, FL
12.2015 - 02.2018
- Conducted fraud analysis by reviewing transaction patterns and account activities.
- Investigated suspicious transactions and compiled detailed reports for internal use.
- Collaborated with internal teams to prevent future fraudulent activity.
Sales Representative
Verizon Wireless
Anderson, IN
07.2014 - 09.2015
- Sold wireless products and services while providing excellent customer service.
- Upsold additional services to meet sales targets and increase customer value.
- Built and maintained long-term relationships with clients.
Education
High School Diploma -
Anderson High School
Anderson, IN06.2014
Skills
- Customer Service Leadership
- Dispatch Coordination
- Sales & Upselling
- Team Training & Supervision
- Data Entry & CRM Systems
- Escalation Resolution
- Medical Claims Processing
- HIPAA Compliance
- Verbal & Written Communication
Timeline
Customer Service Supervisor
Valley Tree Care
09.2024 - Current
Admissions Representative
Universal Technical Institute
05.2023 - 03.2024
Medical Claims Processor
Imagenet LLC
06.2021 - 10.2022
Escalation Specialist
Epiq Global Solutions
12.2019 - 04.2021
Fraud Investigation Specialist
Capital One
12.2015 - 02.2018
Sales Representative
Verizon Wireless
07.2014 - 09.2015
High School Diploma -
Anderson High School