NIKEYA JEFFERY
Fate
Summary
Results-driven professional with expertise in customer service and sales, consistently achieving revenue growth through strategic relationship management and customized solutions. Proficient in communication, negotiation, and problem-solving, leading to successful deal closures. Experienced account manager with a strong track record in budget management and innovative sales strategies. Committed to aligning business objectives with quality outcomes to drive organizational success.
Overview
16
16
years of professional experience
Work History
Account Manager
ADT Security
Irving
06.2024 - Current
- Collaborated in a dynamic environment to enhance customer and coworker interactions.
- Utilized customer service and sales expertise to drive upselling initiatives.
- Managed escalated calls, resolving issues to minimize customer dissatisfaction.
- Employed problem-solving skills to analyze cancellation requests and negotiate resolutions.
- Multitasked across 10+ systems to retain customers and foster loyalty.
- Negotiated lower rates and credited billing errors to improve customer satisfaction.
- Provided technical support while promoting additional equipment sales.
- Demonstrated strong analytical abilities to ensure effective problem resolution.
Pharmacy Technician
Select Quote
03.2022 - 05.2024
- Entered daily clinic charges into Pioneer system for four urgent care centers.
- Balanced and closed batches to enable electronic billing of patient visits using Allscripts software.
- Posted insurance and patient payments accurately and promptly to respective accounts.
- Processed and sent reports as requested, ensuring timely delivery.
- Accurately entered patient data into appropriate systems to maintain records.
- Processed prescription requests in compliance with HIPAA guidelines, monitoring intake processes.
- Interpreted medical abbreviations to ensure accurate prescription entries and resolve exceptions.
- Transitioned inventory through workflow stages, focusing on quality control and accuracy.
Frontline Customer Support
Wayfair
12.2020 - 11.2021
- Promoted to Digital Chat Department for outstanding performance as frontline customer representative.
- Established strong customer relationships throughout each interaction.
- Resolved post-order issues, including returns, refunds, delivery status, and back orders.
- Exceeded benchmarks for customer satisfaction, efficiency metrics, and issue resolution rates.
- Identified trends in customer calls and communicated insights to leadership.
- Navigated multiple software applications concurrently to enhance service delivery.
- Maintained professionalism while managing conflicts and inquiries under pressure.
- Processed customer orders promptly and courteously while addressing product inquiries.
Intake Clerk 5,6 to DSO
Dallas County Sheriff's Department
01.2019 - 11.2021
- Processed and recorded all personal property from arrestees accurately.
- Prepared receipts while reconciling account balances, including billing and refunds.
- Reviewed and entered deposits and payments, efficiently processing receipts.
- Provided detention, intake, custodial care, and release of arrested inmates with supervision.
- Managed preliminary holdover, confinement, and arraignment processes to ensure inmate safety.
- Assisted the public by processing bond payments and resolving inquiries regarding procedures.
- Performed administrative duties including document preparation and inmate record management.
- Answered telephones and identified inmates using FBI/DPS systems and TLETS programs.
Scheduler Coordinator
Ricoh Company Ltd
10.2018 - 01.2019
- Reconciled reports and conducted follow-ups with customers and sales representatives.
- Processed documents related to rates and tenders efficiently.
- Performed heavy data entry, billing, faxing, and creation of BOL forms.
- Provided exceptional customer service by addressing inquiries promptly.
- Dispatched and monitored all driver movements per organizational policies.
- Monitored, recorded, and analyzed operational activity trends to formulate recommendations.
- Entered data to complete routine correspondence accurately.
- Utilized advanced Excel skills for comprehensive reporting and documentation.
Claims Processor
Worley Catastrophe Services
10.2016 - 02.2017
- Reviewed and documented accident claims for home and auto policies.
- Facilitated communication with customers through phone, mobile app, and online channels.
- Organized client files to ensure easy access and retrieval of information.
- Gathered and recorded loss details from claimants effectively.
- Executed claim handling procedures to process claims, initiate payments, and finalize files.
- Monitored performance metrics and assisted supervisor with QA reporting.
- Performed administrative tasks including scanning, sorting, and electronic filing of records.
- Managed escalated customer complaints regarding payment issues promptly.
Customer Service Representative
Maximus Federal Services
07.2015 - 08.2016
- Faxed medical documentation to healthcare providers, ensuring timely veteran appointments.
- Updated and maintained databases daily to meet veterans' needs.
- Processed completed healthcare packages for delivery to facilities.
- Managed inbound and outbound calls, determining eligibility and resolving escalated issues.
- Met standard metrics by adhering to healthcare guidelines across two teams.
- Verified and updated daily Excel spreadsheets for accurate record-keeping.
- Enhanced customer service processes through innovative methods.
- Informed customers about billing procedures and processed payments efficiently.
Phone Operator
Dallas Housing Authority
02.2012 - 06.2015
- Answered inbound calls, transferring clients to appropriate departments as necessary.
- Generated work orders for repairs to ensure timely service.
- Explained nature of HUD and DHA programs, procedures, and services while maintaining confidentiality.
- Supported relationships between DHA and constituents by demonstrating courteous behavior.
Lead Reservation Associate
TeleVista American Airlines
03.2009 - 11.2011
- Promoted to Lead Floor Walker, demonstrating extensive knowledge of operations and the Sabre system.
- Executed booking reservations, refunds, cancellations, upgrades, and travel bank inquiries for guests.
- Maintained productive relationships with guests to enhance service satisfaction.
- Ensured adherence to real-time productivity and quality metrics throughout daily operations.
- Supervised team members in accordance with organizational policies and applicable laws.
- Trained employees by planning, assigning, and directing work tasks effectively.
- Led as the most knowledgeable floor walker, providing guidance and support to staff.
Education
Bachelor's degree - Criminal Justice
Grand Canyon University
Phoenix, Arizona04.2025
Associate of Applied Science - Criminal Science
Mountain View College
Dallas, Texas01.2018
HS Diploma -
South Grand Prairie HS
Grand Prairie, Texas05.2008
Some College (No Degree) - Criminology
High Tech Institute
Irving, TexasSkills
- Microsoft Office proficiency
- Case management
- Report writing
- Conflict resolution
- Customer service
- Inventory management
- Data entry
- Problem solving
- Attention to detail
- Negotiation skills
- Sales presentations
- Team collaboration
- Account management
- Criminal law expertise
References
Available upon request.
Awards
- Top Performer Awards Continuously 2020-2021 (Wayfair)
- Top 1, 3, & 5 percent of the entire company (Wayfair)
- Amethyst Award (Wayfair)
- Weekly winner (Wayfair)
- Promotion Skills Frontline Support 1, 2, & 3 (Wayfair)
- Promotion Top Performer Digital Agent Chat (Wayfair)
- Promotion Grade 5 Intake Clerk (Dallas County Sheriff's Department)
- Promotion Grade 6 Vault Clerk (Dallas County Sheriff's Department)
- Promotion Detention Officer (Dallas County Sheriff's Department)
- Promoted CSR Appointing Agent to Lead Faxing Agent (Maximus Federal Services)
- Promoted Reservation Associate to Lead Floor Walker (Virgin America Airlines)
- Promoted Phone Operator to Office Assistant (Dallas Housing Authority)
Accomplishments
Top Performance AwardsContinuously2020-2021 (Wayfair)
Amethyst Award (Wayfair)
Promotion Skills Frontline Support 1, 2, & 3 (Wayfair)
Promotion Top Performer Digital Agent Chat (Wayfair)
Timeline
Account Manager
ADT Security
06.2024 - Current
Pharmacy Technician
Select Quote
03.2022 - 05.2024
Frontline Customer Support
Wayfair
12.2020 - 11.2021
Intake Clerk 5,6 to DSO
Dallas County Sheriff's Department
01.2019 - 11.2021
Scheduler Coordinator
Ricoh Company Ltd
10.2018 - 01.2019
Claims Processor
Worley Catastrophe Services
10.2016 - 02.2017
Customer Service Representative
Maximus Federal Services
07.2015 - 08.2016
Phone Operator
Dallas Housing Authority
02.2012 - 06.2015
Lead Reservation Associate
TeleVista American Airlines
03.2009 - 11.2011
Bachelor's degree - Criminal Justice
Grand Canyon University
Associate of Applied Science - Criminal Science
Mountain View College
HS Diploma -
South Grand Prairie HS
Some College (No Degree) - Criminology
High Tech Institute
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