Nikisha Jefferson
Shreveport,Louisiana
Summary
Call Center Representative II with over 20 years of experience in customer service, proficient in resolving complex issues and enhancing user satisfaction. Skilled in empathetic communication and technical troubleshooting, effectively educating customers on benefits and resolving a wide array of service inquiries. Committed to leveraging deep industry knowledge and problem-solving skills to drive the future success of customer service operations.
Overview
16
16
years of professional experience
Work History
Call Center Representative II
Wex
07.2022 - 05.2024
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Collected deposits or payments and arranged for billing.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Offered resolutions to de-escalate calls and solve customer issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Call Center Representative
Teleperformance
Shreveport, LA
01.2021 - 06.2022
- Interacting with hundreds of callers daily and using techniques like active listening and critical thinking
- Research articles and work instructions to efficiently resolve and bring resolutions to a wide array of customer service inquiries
- Managed high-volume calls with precision, ensuring accurate benefit education
- Fostered client trust through empathetic service, enhancing the customer experience
- Handled 50-75 customer calls daily, ensuring high satisfaction and timely issue resolution
- Diagnosed and resolved hardware, software, and network issues, reducing downtime
- Documented support interactions, enhancing team knowledge base and future reference
- Assisted customers in resolving technical issues, restoring service and functionality efficiently
Poker Room Supervisor
Unknown
Shreveport, LA
06.2016 - 09.2020
- Supervised 12 employees, managing schedules, training, and performance monitoring effectively
- Set and enforced bank levels and table limits, minimizing losses and maintaining game integrity
- Monitored gamblers to identify and isolate cheaters, ensuring fair play
- Negotiated and resolved conflicts, achieving mutually beneficial agreements
- Maintained organized payment records, ensuring compliance with record-keeping standards
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
- 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
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
Lead Cashier
Kangaroo Express
05.2011 - 11.2013
- Utilized creativity and persuasive techniques to upsell and cross-sell products to customers
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Educated and enrolled members in benefits
Softcount Clerk
Boomtown Casino
01.2008 - 11.2012
- Ensured financial integrity by securely handling and accurately transferring funds, enhancing trust
- Executed precise, high-volume money counts using both manual and automated methods, boosting efficiency
- Adapted quickly to new procedures, demonstrating flexibility and a strong sense of responsibility
- Collaborated effectively with team members, contributing to a cohesive and productive work environment
Skills
- Customer service
- Empathetic communication
- Technical troubleshooting
- Problem-solving
- Active listening
- Conflict resolution
- Team management
Timeline
Call Center Representative II
Wex
07.2022 - 05.2024
Call Center Representative
Teleperformance
01.2021 - 06.2022
Poker Room Supervisor
Unknown
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
Similar Profiles
Andy DoedenAndy Doeden
SVP - National Sales at WEXSVP - National Sales at WEX
Kate BuckholzKate Buckholz
Director, Digital Operations at WEXDirector, Digital Operations at WEX
Joshua ThomasJoshua Thomas
IT Help Desk Technician at WEXIT Help Desk Technician at WEX
Ashlynne SimienAshlynne Simien
Implementation Manger at WEXImplementation Manger at WEX
Melissa ThorntonMelissa Thornton
Registered Respiratory Therapist at Intensive Specialty HospitalRegistered Respiratory Therapist at Intensive Specialty Hospital