Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Nikinnia Lee

Nikinnia Lee

Ellenwood,GA

Summary

Motivated and detail-oriented professional with extensive experience in customer service, team leadership, and operational excellence. Seeking a challenging role in a dynamic organization where I can leverage my skills in problem-solving, relationship building, and process improvement to drive customer satisfaction, enhance team performance, and contribute to overall business success.

Overview

23
23
years of professional experience

Work History

Customer Resolution Specialist

American Express
10.2019 - Current
  • Provide end-to-end resolution for customer issues, serving as the single point of contact with urgency and professionalism.
  • Deliver an elevated “white glove” service experience tailored to the needs of Platinum Card Members, ensuring loyalty and satisfaction.
  • Effectively intercept and resolve escalated calls from Platinum Card Members with unresolved concerns, taking full ownership of complex servicing issues.
  • Navigate diverse and intricate customer service challenges, leveraging exceptional problem-solving, negotiation, and influencing skills to achieve positive outcomes.
  • Demonstrate resilience and adaptability in a fast-paced environment, consistently managing multiple systems and digital tools to ensure seamless service delivery.
  • Foster strong relationships with customers through excellent interpersonal, listening, and relationship-building skills.
  • Recognized for personal excellence and professionalism, maintaining positivity and composure in high-pressure situations.

Life Insurance Agent/ Division Leader

Primerica
08.2015 - 05.2024
  • Present and sell insurance policies to new and existing clients
  • Develop and calculate suitable plans based on clients' needs
  • Resolve client inquiries and complaints
  • Expand business Reach through networking techniques
  • Mentor and lead a team
  • Comply with insurance standards and regulations
  • Track and identify areas of improvement

Manufacturing Quality Assurance Tech III

Immucor Gamma
02.2002 - 08.2015
  • Ensured compliance with FDA, OSHA, and ISO regulations, maintaining adherence to safety and quality standards related to chemical hazards and blood-borne pathogens.
  • Developed and updated comprehensive training manuals for new hires and current employees to ensure consistency in quality assurance procedures.
  • Validated quality processes by establishing product specifications, documenting evidence, and implementing quality assurance protocols.
  • Spearheaded quality control initiatives to optimize manufacturing efficiency and ensure product consistency.
  • Earned two promotions based on exceptional performance and dedication to maintaining operational excellence.

Education

Associate of Science - Broadcasting

City College
Fort Lauderdale, FL
05-2022

High School Diploma -

Highlands High School
North Highlands, CA
06-1999

Skills

  • Leadership
  • Customer Service
  • Team Building
  • Sales Training & Development
  • Adaptability and flexibility
  • Problem resolution
  • Customer relationship management
  • Conflict Resolution
  • CRM software
  • Teamwork
  • Client account management

Accomplishments

  • Promoted to Division Leader status with Primerica earning 60% commission for policies written
  • Supervised team of 20 staff members.

Timeline

Customer Resolution Specialist

American Express
10.2019 - Current

Life Insurance Agent/ Division Leader

Primerica
08.2015 - 05.2024

Manufacturing Quality Assurance Tech III

Immucor Gamma
02.2002 - 08.2015

Associate of Science - Broadcasting

City College

High School Diploma -

Highlands High School

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Nikinnia Lee