Nikiyah Smith
Newport News,VA
Summary
Detail-oriented and customer-focused professional with experience in financial services, HR support, and high-volume contact center environments. Proven ability to manage sensitive information, process high-value financial transactions, and resolve complex customer issues with accuracy and professionalism. Skilled in Salesforce, benefits administration, and cash handling. Seeking to contribute to a banking, HR/payroll, or corporate customer service role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Main Banker
Rosie’s Gaming Emporium
10.2025 - Current
- Manage high-volume cash transactions exceeding $8M daily, ensuring accuracy and strict adherence to financial controls
- Balance cash drawers and reconcile discrepancies with a high degree of accuracy and accountability
- Provide professional customer service by assisting patrons with transactions, questions, and issue resolution
- Monitor and verify large transactions to ensure compliance with security protocols and prevent loss
- Maintain detailed and accurate records of all financial activity in accordance with company procedures
Contact Center Representative
Langley Federal Credit Union
04.2024 - 10.2024
- Managed high-volume inbound calls assisting members with account inquiries, loan applications, and general banking services
- Processed loan applications and verified financial information with accuracy and confidentiality
- Resolved customer concerns and escalations, maintaining a high level of professionalism and member satisfaction
- Documented interactions and follow-ups using Salesforce CRM
- Provided detailed product and service information to support member decision-making
Personnel Specialist
ASM Research (Accenture Federal Services)
03.2020 - 12.2021
- Supported HR operations by handling employee inquiries related to payroll, benefits, and personnel actions
- Managed high-volume communication across phone, email, and chat channels
- Maintained accurate service requests in internal systems and ensured timely resolution
- Assisted with troubleshooting access and system-related issues for employees
- Escalated complex HR or technical concerns to Tier 2 support when necessary
Account Representative
Conduent
01.2020 - 06.2020
- Provided customer support for employer-sponsored benefit programs including HSA, FSA, and commuter accounts
- Facilitated first-call resolution by researching and resolving account discrepancies
- Educated customers on benefit usage, eligibility, and account management
Account Representative
PRA Group
10.2018 - 06.2019
- Managed outbound calls to resolve delinquent accounts and negotiate payment arrangements
- Ensured full compliance with FDCPA and company policies
- Analyzed account histories and customer financial situations to recommend solutions
- Maintained detailed and accurate account documentation
Front Desk Agent / Sales Representative
Hertz Rent-A-Car (PHF Airport)
02.2018 - 10.2018
- Assisted customers with vehicle rentals, returns, and service concerns
- Met and exceeded individual and team sales goals
- Delivered efficient service in a fast-paced, high-volume environment
Cashier / Customer Service Representative
Hall Ford Lincoln
03.2017 - 10.2017
- Processed payments and handled customer service inquiries for service department
- Maintained accurate transaction records and balanced cash drawers
- Entered warranty and service data into internal systems
Education
High School Diploma -
Bayside High School
Virginia Beach, VASkills
- Customer Account Management
- Cash Handling & High-Volume Transactions
- HR & Benefits Support (HSA, FSA, Payroll Inquiries)
- Salesforce & CRM Systems
- Data Entry & Records Management
- Call Center Operations (Inbound/Outbound)
- Problem Resolution & Escalation Handling
- Microsoft Office Suite
- Regulatory Compliance Awareness (FDCPA, Financial Policies)
Certification
Licensed Esthetician
Timeline
Main Banker
Rosie’s Gaming Emporium
10.2025 - Current
Contact Center Representative
Langley Federal Credit Union
04.2024 - 10.2024
Personnel Specialist
ASM Research (Accenture Federal Services)
03.2020 - 12.2021
Account Representative
Conduent
01.2020 - 06.2020
Account Representative
PRA Group
10.2018 - 06.2019
Front Desk Agent / Sales Representative
Hertz Rent-A-Car (PHF Airport)
02.2018 - 10.2018
Cashier / Customer Service Representative
Hall Ford Lincoln
03.2017 - 10.2017
High School Diploma -
Bayside High School