Summary
Overview
Work History
Education
Skills
Timeline
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Nikila Carthran

Charlotte,NC

Summary

Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.

Overview

20
20
years of professional experience

Work History

Supervisor

Activus Connect
Work From Home, Work Form Home
02.2015 - 01.2025
  • Monitor team and offer assistance in their application development.
  • Construct feedback on teams performance and metrics Manage timecard corrections, attendance and callouts.
  • Guide and empower team to become exceptional ambassadors.
  • One on one meetings for professional development
  • Motivated staff through positive reinforcement techniques.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Monitored operations and reviewed records and metrics to understand company performance.

Supervisor

Bank of America
Charlotte, NC
03.2009 - 01.2015
  • Coordinating with other departments for smooth functioning of various banking activities.
  • Conducted weekly consultative sales meetings with prospects and clients to drive deposit growth.
  • Invested funds and recommended appropriate dividend issuances based on historical dividend patterns and expected cash flows.
  • Used hedging to mitigate financial risks related to interest rates on company's borrowings.
  • Overseeing daily cash position at the branch and ensuring adequate liquidity is maintained.
  • Provided first-rate customer service by identifying and addressing customer concerns and inquiries.
  • Performing periodic audits on accounts opened by customers at the branch.

Customer Service Representative

Sitel
Work From Home, Work From Home
04.2005 - 02.2009
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Resolved customer complaints promptly and efficiently.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Conducted regular follow-up calls with customers after resolving their issues.

Education

BBA - Business Administration

Kaplan University

Skills

  • Schedule development
  • Customer service
  • Relationship building
  • Analytical thinking
  • Conflict resolution
  • Business administration

Timeline

Supervisor

Activus Connect
02.2015 - 01.2025

Supervisor

Bank of America
03.2009 - 01.2015

Customer Service Representative

Sitel
04.2005 - 02.2009

BBA - Business Administration

Kaplan University

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Nikila Carthran