Nikia Palmer
Harvest,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Signature Flight Support, BBA Aviation
07.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of arrival/departure times and delays
- Air-to-ground communication with pilots to advise runway to use or information relayed from air-to-ground that assists in exceptional passenger service
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Monitor air traffic and notify technicians of aircraft arrival at a minimum 30min before for proper staging
- Book Reservation requests for hotel and/or rental needs pilots and passengers
Customer Account Specialist
ThompsonGas
01.2022 - 10.2022
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
- Monitored and tracked campaigns to determine effectiveness and future changes.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Evaluated customers' potential needs to make appropriate recommendations.
- Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics
- Used Microsoft Team to communicate with team members and other staff
- Set up new customer accounts and updated existing profiles with latest information.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Adhered to standards of quality and service as well as all compliance requirements.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Negotiated contract terms and conditions for productive customer and supplier accounts.
Remote Inside Sales Representative
Verizon Wireless
08.2021 - 01.2022
- Present, promote and sell products/services using customer relationship building technique for existing and prospective customers
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes
- Coordinate sales effort with team members
- Outbound follow up on via text or call customer sales inquiries via company Ace device
- Share best practices with sales team to help colleagues promote and achieve sales targets
Remote Customer Loyalty Representative
ATT/DIRECT TV
04.2020 - 01.2022
- Receive inbound customer calls and complete service orders
- Develop innovative ways to sell ATT products and services to customers
- Sold and processed insurance claims on various types of customer equipment
- Analyze equipment issues to determine whether it was a warranty issue or insurance coverage claim
- Educated customers on monthly premiums and deductibles
- Handle customer requests for payments, activations, upgrades and other services
Government Customer Operations/Tech Support/ Retention Representative
Verizon Wireless
08.2012 - 07.2018
- Managed call flow and responded to customer support needs of federal and state/local government accounts
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Supported customers having data connectivity issues to increase customer satisfaction with products and services
- Obtained Public Trust security clearance and carefully managed susceptible data
- Working with various departments across the organization to advocate for the customer and work together to resolve any issues
- Maintain a close working relationship with Account Executives, Finance, Sales
- Point of Contact for management which included peer-to-peer coaching, handling escalated calls, discussing follow-up and follow-up improvement plans to assist in representatives' increase in specific metrics
- Created and executed resolution to increase peer metrics on up-sales
- I have developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
Senior Customer Service Representative
Verizon Wireless
05.2008 - 08.2012
- Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products
- Working with new customers in the development of new accounts and the implementation of new systems
- Supervisor point of contact which included leading team meetings, peer coaching, prompt resolution to customer escalations
- Leading daily morning team meeting updating team mates on important changes and build team moral and forecasting business needs based on repeat issues
- Generating repeat business through successful customer follow-ups
- Effectively managed a high-volume of inbound and outbound customer calls
- Mastery of customer service management systems and databases
- Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products
- Working with new customers in the development of new accounts and the implementation of new systems
- Generating repeat business through successful customer follow-ups
- Peer to Peer coaching’s to assist with performance improvements
- Verify pricing and services suitable for needs on each customer contact to prevent churn
- Working and managing through different internal and external software systems on a daily basis
- Sold and processed insurance claims on various types of customer equipment
- Analyze equipment issues to determine whether it was a warranty issue or insurance coverage claim
- Educated customers on monthly premiums and deductibles.
Education
Associates of Applied Science - Applied Science
Calhoun Community College
Decatur, AL2007
Skills
- Strong ability to anticipate problems and pivot accordingly
- Flexibility to work unpredictable hours in a fast-paced environment
- Excellent communication skills- both verbal and written
- Strong business vision
- Strong presentation skills
- Ability to build relationships and partner cross-functionally
- Strong analytical skills
- Team player and positive attitude
- Proficient in
- Microsoft Office applications, including Outlook, Word, Excel and PowerPoint
- Top Sales Performer
- Proficient in time management
- Upselling
- Account Management
- Pricing
- CRM Software
- Quality Assurance
- Technical Support
- Communication skills
- Customer service
- Microsoft Excel
- Computer skills
- Time management
- Credit Adjustments
- Order Fulfillment
- Data Entry
- Call Management
- Consultative Sales
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Customer Service Representative
Signature Flight Support, BBA Aviation
07.2023 - Current
Customer Account Specialist
ThompsonGas
01.2022 - 10.2022
Remote Inside Sales Representative
Verizon Wireless
08.2021 - 01.2022
Remote Customer Loyalty Representative
ATT/DIRECT TV
04.2020 - 01.2022
Government Customer Operations/Tech Support/ Retention Representative
Verizon Wireless
08.2012 - 07.2018
Senior Customer Service Representative
Verizon Wireless
05.2008 - 08.2012
Associates of Applied Science - Applied Science
Calhoun Community College
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