Summary
Overview
Work History
Education
Skills
Timeline
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Nikila Hammond

Southfield,MI

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

26
26
years of professional experience

Work History

Customer Service Specialist

Piedmont Airlines
06.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.

Fulfillment Team Member

Comcast, Xfinity
01.1998 - 12.2022
  • Checked inventory and selected products from specific locations based upon availability.
  • Collaborated with team members to complete timely orders and avoid delays.
  • Verified product quantity and quality to determine accuracy of orders and reduce errors.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.

Education

MBA - Business Management Human Resources

University of Phoenix
Tempe, AZ
05.2008

Skills

  • Merchandise Orders and Exchanges
  • Schedule Mastery
  • Online Chat
  • Billing Adjustments and Refunds
  • Problem Resolution
  • Excellent Written and Oral Communication
  • Customer Service and Assistance
  • Complaint Reviews
  • Team Meetings
  • Creative Solutions
  • Customer Retention Strategies
  • Document and Records Management
  • Collaborative Environments
  • Call Volume and Quality Metrics
  • First-Tier Technical Support
  • Data Evaluation
  • Effective Written and Verbal Communication
  • Call Centers
  • Customer Service
  • Issue and Complaint Resolution
  • Microsoft Office

Timeline

Customer Service Specialist

Piedmont Airlines
06.2022 - Current

Fulfillment Team Member

Comcast, Xfinity
01.1998 - 12.2022

MBA - Business Management Human Resources

University of Phoenix

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Nikila Hammond