Nikeela Smith
Memphis,Tennessee
Summary
To obtain a service-oriented position where my customer service experience, courteous demeanor, and communication skills will help contribute to a growing organization.
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Contact Representative
The Internal Revenue Service
Memphis, TN
08.2022 - 04.2025
- Handled incoming calls from customers seeking technical support on various products or services offered by the company.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained accurate documentation of all interactions with customers in a customer relationship management database.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Service Center Associate
Sedgwick
Memphis, TN
10.2019 - 08.2022
- Take inbound calls Administer new claims Advise claim status.
- Contact doctors office to verify information
- Verify employment.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Interviewed customers regarding claims issues and reported feedback to management team.
- Answered phone calls and responded to questions and concerns.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
Customer Service Supervisor
Conduit Global
Memphis, TN
01.2017 - 05.2018
- Take inbound calls Schedule Public Transportation Calls for ambulance or emergency personnel Fax.
- Verify insurance information
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Interviewed, hired and trained staff to meet company objectives.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Customer service agent
American home sheild
Memphis, TN
05.2015 - 09.2016
- Take inbound calls Make outbound calls Advocate for homeowners insurance.
- Assist with billing payments Schedule services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Managed high-volume of inbound and outbound customer calls.
Payroll Specialist
Atlantic Medical
Memphis, Tennessee
04.2014 - 08.2015
- Manage compensation using quick books
- Collect and verify timekeeping information
- Calculate pay according to hours worked
- Resolve questions and concerns regarding pay
- Investigate any discrepancies
- Onboarded new employees in time reporting and payroll systems.
- Voided checks and issued stop payment orders to correct payroll discrepancies.
Customer Service Representative
Accredo Health/Randstad Staffing
Bartlett, Tennessee
05.2012 - 04.2014
- Answering incoming calls related to medication Schedule shipments for patients Verify insurance coverage Research medication cost and billing.
- Customer Service Representative.
Federal Express
Memphis, Tennessee
11.2010 - 01.2013
- Label Packages Breakdown freight Assist in other areas when needed.
Package Handler
ASI Corporation
Bartlett, Tennessee
01.2010 - 05.2012
- Responsible for incoming calls pertaining to appliance service needs Troubleshoot minor problems over the phone Schedule service calls when necessary Contact dispatch to check estimated arrival times.
Waitress
Denny s Restaurant
Memphis, Tennessee
06.2008 - 11.2008
- Train new employees Greet and sit customers Take customer orders Responsible for collecting payments Side work such as set up and breakdown salad bar.
Education
High School Diploma -
Whitehaven High School
05.2010
Business Administration And Management
Southwest Tennessee Community College (In Process)
Skills
- Call Center Operations
- Shipping and receiving understanding
- Inbound and Outbound Calling
- Technologically savvy
- Microsoft Office expertise
- Data evaluation
- Freight operations
- Customer relations
- Quality assurance controls
- High-energy attitude
- Transportation solution development
- Credit card payment processing
- CPR certified
- Quality control
- Data entry
- Office equipment proficiency
- Employee coaching
- Compensation/payroll
- Personnel records maintenance
- Administrative skills
- New hire orientation
- Word processing
- Team building
- Supervision
- Troubleshooting
Timeline
Contact Representative
The Internal Revenue Service
08.2022 - 04.2025
Service Center Associate
Sedgwick
10.2019 - 08.2022
Customer Service Supervisor
Conduit Global
01.2017 - 05.2018
Customer service agent
American home sheild
05.2015 - 09.2016
Payroll Specialist
Atlantic Medical
04.2014 - 08.2015
Customer Service Representative
Accredo Health/Randstad Staffing
05.2012 - 04.2014
Federal Express
11.2010 - 01.2013
Package Handler
ASI Corporation
01.2010 - 05.2012
Waitress
Denny s Restaurant
06.2008 - 11.2008
High School Diploma -
Whitehaven High School
Business Administration And Management
Southwest Tennessee Community College (In Process)
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