Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikki Jones

Luther

Summary

Acknowledged for driving operational efficiency and attaining exceptional customer satisfaction through strategic decision-making and precise attention to detail.

Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Overview

17
17
years of professional experience

Work History

Residential Manager

Doortec, Llc
07.2022 - Current
  • Provided exceptional leadership during emergency situations, coordinating staff response efforts effectively to ensure resident and crew safety.
  • Oversaw daily operations within the facility, ensuring that all tasks were completed accurately and on time.
  • Frontline for all customer service and sales.

COVID-19 Support Specialist

Oklahoma State Department of Health
03.2020 - 07.2022
  • Triaged support questions from on-site personnel and clients accessing remote systems.
  • Monitored regional compliance with social distancing guidelines, maintaining public health standards throughout the pandemic response efforts.
  • Efficiently managed scheduling for testing sites, reducing wait times for individuals seeking diagnostics.
  • Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
  • Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
  • Improved contact tracing efficiency with accurate data entry and case management system utilization.
  • Supported public health efforts by conducting thorough interviews with confirmed COVID-19 cases.
  • Trained new team members on best practices for effective contact tracing procedures, enhancing overall team performance.
  • Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
  • Maintained compliance with all relevant privacy and confidentiality regulations, ensuring the protection of sensitive personal information throughout the contact tracing process.
  • Performed record keeping by logging client information within secure contact-tracing software.
  • Provided educational and informational resources regarding isolation policies and quarantine measures.
  • Exceeded contact tracing targets, consistently handling a high volume of cases while maintaining exceptional attention to detail.
  • Participated in regular meetings with supervisors, discussing progress updates and strategizing improvements within the contact tracing process.
  • Developed and implemented training classes to educate team members and community residents.
  • Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.

CSR, Sales

Southwest Airlines, SWA
06.2016 - 07.2020
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Provided personalized product recommendations based on customers'' needs and preferences.

Store Manager

Dollar Financial Group Inc.
05.2008 - 02.2016
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Completed point of sale opening and closing procedures.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.

Education

Certificates - FAA

SWAU
Dallas, TX
08.2016

General Studies

Midwest City High School
Midwest City, Ok
05.2001

High School Diploma - Accounting And Finance

Mid-Del Technology Center
Midwest City, Ok
02.2001

Skills

  • Service excellence in customer relations
  • Creative problem-solving abilities
  • Expertise in Microsoft Office applications
  • Focus on customer satisfaction
  • Time optimization skills
  • Training and mentoring proficiency
  • Strategic decision-making
  • Exceptional interpersonal skills
  • Streamlined workflow processes
  • Adaptability to change
  • Precision in documentation
  • Commitment to confidentiality standards
  • Health promotion strategies
  • Data analysis and collection
  • Public health education initiatives
  • Culturally competent communication
  • Effective multitasking abilities
  • Leadership experience
  • Meticulous attention to detail
  • Analytical critical thinking skills
  • Strong verbal and written communication abilities
  • Patient confidentiality adherence under HIPAA guidelines
  • Advocacy for patient care
  • Efficient schedule coordination

Timeline

Residential Manager

Doortec, Llc
07.2022 - Current

COVID-19 Support Specialist

Oklahoma State Department of Health
03.2020 - 07.2022

CSR, Sales

Southwest Airlines, SWA
06.2016 - 07.2020

Store Manager

Dollar Financial Group Inc.
05.2008 - 02.2016

Certificates - FAA

SWAU

General Studies

Midwest City High School

High School Diploma - Accounting And Finance

Mid-Del Technology Center

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