Nikitra Lockwood
Quincy,FL
Summary
Adept at enhancing customer satisfaction and streamlining eligibility processes, my tenure at the Florida Department of Children & Families showcases my ability to interpret policies and leverage Microsoft Office for efficiency. Excelling in problem-solving and effective communication, I've significantly reduced errors and improved client service, demonstrating a commitment to excellence and teamwork.
Overview
9
9
years of professional experience
Work History
Eligibility Specialist
Florida Department of Children & Families
10.2022 - 08.2024
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Interviewed applicants and explained scope of different available benefits.
Customer Service Representative
Comcast, Xfinity
02.2016 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Education
North Clayton High School
Atlanta, GA05.2014
Skills
- Data Entry
- Effective communication skills
- Microsoft Office
- Telephone Etiquette
- Documentation And Reporting
- Verbal Communication
- Policy Interpretation
- Knowledgeable in Software
- Problem-Solving
- Time Management
- Teamwork and Collaboration
Timeline
Eligibility Specialist
Florida Department of Children & Families
10.2022 - 08.2024
Customer Service Representative
Comcast, Xfinity
02.2016 - 06.2022
North Clayton High School
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