Nikisha Jefferson
Shreveport,LA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Multi-talented Customer Service Rep, Supervisor with 10+ years of experience....Experienced in policy development and staff management procedures.... Exceptional cash handling practices.... Exceptional reputation for problem solving, improving customer satisfaction, and driving overall operational improvement...
Overview
22
22
years of professional experience
Work History
CSR II- Health
WEX Health
Portland, Maine
07.2022 - Current
- Handled new enrollments by entering customers' data and reviewing information.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Interacted with hundreds of callers daily, using techniques like actively listening and critical thinking to bring resolutions to a wide array of customers
- Researched required information using available resources.
- Assisted customers with product selection based on their needs and preferences.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Documented all conversations with customers in CRM software according to company standards.
- Ensured compliance with applicable laws and regulations for provision of services.
Technical Support Call Center Representative
Teleperformance USA
11.2020 - 06.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed 25-50 customer calls daily.
Poker Room Supervisor
Eldorado Casino
06.2016 - 09.2020
- Supervised 12 employees, including scheduling, training and performance monitoring.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Minimized losses by setting and enforcing bank levels and table limits by game type.
- Efficiently managed accurate money transfers and protected transactions with standardized procedures.
- Watched gamblers on floor to isolate cheaters by identifying behaviors such as counting or marking cards.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Reviewed and resolved differences between accounting information and cash drawer.
- Counted cash in register drawer at beginning and end of shift.
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance.
Customer Service Associate
Belks
12.2015 - 05.2016
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
- Stocked shelves to match planogram images and instructions.
- Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Service Representative
ACE Cash Express
01.2013 - 11.2015
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Reviewed and resolved differences between accounting information and cash drawer.
- Recommended loan approvals and denials based on customer loan application reviews.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Lead Cashier
Kangaroo Express
05.2011 - 11.2013
- Utilized creativity and persuasive techniques to upsell and cross-sell products to customers.
- Oversaw weekly and seasonal merchandising and signage changes to promote specific products.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Reviewed and resolved differences between accounting information and cash drawer.
- Educated employees on all job tasks, including register use, merchandising and customer service.
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Softcount Clerk
Boomtown Casino
01.2008 - 11.2012
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Self-motivated, with a strong sense of personal responsibility
- Worked effectively in fast-paced environments
- Demonstrated respect, friendliness and willingness to help wherever needed
Healthcare Assistant
Guest Care @ Springlake
11.2002 - 12.2007
- Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Supervised patients on commodes, in toilets, and bathrooms and assisted patients with hygiene needs.
- Maintained clean environment with due consideration to health and safety issues and infection control policy.
- Lifted patients using appropriate equipment in accordance with moving and handling policy.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Education
High School Diploma -
Woodlawn Leadership Academy
Shreveport, LA05.2001
Skills
- Troubleshooting and Assistance
- Customer Inquiries
- Software Diagnosis
- Configuring Devices
- Issue Troubleshooting
- Customer Communication and Empathy
- Employee scheduling
- Inventory replenishment
- Team management
- Business operations
- Problem resolution
- Supervision
- Appointment Scheduling
- Responding to Technical Questions
- Issue and Resolution Tracking
- Benefits Administration
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Supervised team of 12 staff members.
Timeline
CSR II- Health
WEX Health
07.2022 - Current
Technical Support Call Center Representative
Teleperformance USA
11.2020 - 06.2022
Poker Room Supervisor
Eldorado Casino
06.2016 - 09.2020
Customer Service Associate
Belks
12.2015 - 05.2016
Customer Service Representative
ACE Cash Express
01.2013 - 11.2015
Lead Cashier
Kangaroo Express
05.2011 - 11.2013
Softcount Clerk
Boomtown Casino
01.2008 - 11.2012
Healthcare Assistant
Guest Care @ Springlake
11.2002 - 12.2007
High School Diploma -
Woodlawn Leadership Academy
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