Nikeisha “Nikki” Peay
Anderson,US
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients and markets. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Experienced Commercial Loan Officer with a background in managing commercial loan portfolios,structuring of loans, and client relationship management. Notable strengths include strong analytical skills, comprehensive understanding of financial statements and credit risk analysis. Previous roles involved fostering long-term relationships with clients, guiding them through loan processes and contributing to business growth by ensuring high customer satisfaction.
Overview
27
27
years of professional experience
Work History
Commercial Loan Officer
Shellpoint Mortgage Servicing
Greenville, SC
05.2024 - Current
- Identified valuable solutions for customers with credit problems.
- Developed loan contracts and explained contract terms to clients.
- Developed relationships with businesses and offered customized lending solutions.
- Processed and submitted hardships for clients that were behind in payment.
- Work with various title companies and lawyers to assist with the clients refining.
- Submitted escrow analysis.
- Assisted with payments, payment plans, forbearance, and loan mods.
- Answered any questions the clients have on their commercial loans.
- Also worked with residential loans to help navigate any request or issue that the clients had.
Lifestyle Consultant
Aspire Lifestyles
Anderson, SC
08.2023 - 05.2024
- Worked with the top 10% of American Express card owners as a concierge service and performed multiple services which included finding and booking international restaurants, hotels, flights etc to the highest rated places.
- Performed administrative tasks such as scheduling appointments and updating client records.
- Worked escalations to resolve any issues or concerns the client advised of.
- Implemented different systems to help align the clients needs yo make it easier for representatives workflow while on and off the call with clients.
- Advised of systems that were not as efficient to the representatives and clients and created new ideas to make it more user friendly to both.
Senior Customer Advocate
Verizon
Greenville, South Carolina
01.2015 - 08.2023
- Utilized problem-solving skills to identify root cause of customer inquiries and implement effective resolutions
- Ensured compliance with company policies, standards, and regulations when dealing with customers
- Analyzed customer feedback data to identify areas for improvement in service delivery process
Acting Supervisor
Verizon
Greenville, South Carolina
02.2012 - 01.2015
- Set performance goals for staff members and helped teams meet important deadlines
- Delegated tasks to team members according to individual strengths
- Organized workflow tasks to prevent downtime and production gaps
- Organized weekly meetings with subordinates to discuss current projects, deadlines, and any other pertinent information
- Collaborated with other departments within the organization in order to enhance services provided by the department
Trainer
Greenville, South Carolina
06.2009 - 02.2012
- Monitored and evaluated training program success and effectiveness
- Coordinated and managed the implementation of training solutions
- Conducted pre- and post-training assessments to measure the impact of training
- Implemented new hire training program to onboard and train new employees within operations
- Reviewed standards against performance to develop measurable action plans to meet goals
Supervisor
Directv
Piedmont, South Carolina
09.2006 - 12.2008
- Supervisor over AYS (At your Service)
- Made sure all front line employees were engaging, patient and tenacious with guest
- Monitored team performance, identified areas of improvement, and developed plans to address deficiencies
- Allocated resources and organized processes to drive workplace efficiency and productivity
- Scheduled staff shifts to cover peaks and lulls in demand
- Successfully managed a team of 10+ individuals and achieved desired results within the given timeframe
- Resolved conflicts among team members amicably by providing feedback on their performance
Shift Manager
Greenville, South Carolina
04.2003 - 09.2006
- Supervised 25 technicians for Directv Installation
- Included making sure they had their daily route for installation
- Organized workflow tasks to prevent downtime and production gaps
- Delegated tasks to team members according to individual strengths
- Set performance goals for staff members and helped teams meet important deadlines
01.1998 - 12.2002
- Taught newly hired team members and shift managers business policies and procedures
- Addressed customer complaints and resolved conflicts
- Balanced cash drawers and resolved financial discrepancies using receipts and financial documents
- Recruited new hires by interviewing applicants and selecting qualified personnel
Education
Bachelor Of Science (B.S.) - Business Administration
University of South Carolina Upstate
Spartanburg, SC, US12.2007
Skills
- Deal sourcing
- Service Quality
- Excellent Customer Feedback
- High-Volume Environments
- Performance Feedback
- Service Accounts
- Financial Counseling
- Customer Care
- Calculating fees
- Cash flow analysis
- Reviewing credit information
- Checking applications
- Loan structuring
- Portfolio management
- Payoff planning
- Payment schedule computation
- Multitasking
- Complaint handling
- Verbal and written communication
- Negotiation skills
- Cross-selling
- Teamwork and collaboration
- Problem-solving abilities
- Data entry
- Cash handling
- Team building
- Budget planning
- Analytical and critical thinking
- Manage complaints
- Problem-solving aptitude
- Excellent communication
- Financial analysis
- Relationship building
- Analytical thinking
- Multitasking Abilities
- Effective communication
- Multitasking capacity
- Risk assessment
- Spreadsheets
- Customer consulting
- Follow-up skills
- De-escalation techniques
- Time management
- Email management
- Problem-solving
Preferredname
NIKKI
Accomplishments
- Exceeds targets and goals in every job market I have been in.
- In my current role, I have maintained the top position for my department for the last 4 months and 2nd place for prior months before that even though I have been there less than a year.
Timeline
Commercial Loan Officer
Shellpoint Mortgage Servicing
05.2024 - Current
Lifestyle Consultant
Aspire Lifestyles
08.2023 - 05.2024
Senior Customer Advocate
Verizon
01.2015 - 08.2023
Acting Supervisor
Verizon
02.2012 - 01.2015
Trainer
06.2009 - 02.2012
Supervisor
Directv
09.2006 - 12.2008
Shift Manager
04.2003 - 09.2006
01.1998 - 12.2002
Bachelor Of Science (B.S.) - Business Administration
University of South Carolina Upstate