Nikki Schmidt
Summary
Dynamic and results-driven professional with a proven track record at Navy Federal Credit Union, enhancing member satisfaction and streamlining operations. Expert in member service and technical support, demonstrated through improved first-call resolution rates and effective problem-solving. Skilled in verbal communication and product knowledge, I excel in delivering top-quality member experiences and driving business performance.
Overview
8
8
years of professional experience
Work History
MSR 2
Navy Federal Credit Union
12.2021 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound member service or member satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to members while maintaining quality interactions.
- Managed high call volumes while providing exceptional member support and maintaining professional composure.
Salon Owner/Operator
KiKiKutz LLC
08.2016 - 04.2022
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Learned and remained updated on statutory requirements and regulations.
- Consulted with customers to assess needs and propose optimal solutions.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Implemented targeted marketing strategies that attracted new clients and increased overall revenue.
- Optimized scheduling procedures to maximize appointment efficiency while accommodating client needs and minimizing wait times.
- Maintained accurate financial records by tracking expenses, managing budgets, and analyzing sales data for informed decision-making purposes.
- Conducted target market research to discover customer needs and analyze competitor trends.
Education
Associate of Arts - Cosmetology Education/Business
George Stone Area Vocational-Technical Center
Pensacola, FL01.2005
High School Diploma -
George Stone Area Vocational-Technical Center
Pensacola, FL05.2003
Skills
- Volunteer and Engagement Champion
- Navigation skill
- Member Service
- Technical Support
- Call Control
- Documentation and Reporting
- Verbal and Written Communication
- Inbound Phone Call Management
- Product Knowledge
- De-Escalation Techniques
Timeline
MSR 2
Navy Federal Credit Union
12.2021 - Current
Salon Owner/Operator
KiKiKutz LLC
08.2016 - 04.2022
Associate of Arts - Cosmetology Education/Business
George Stone Area Vocational-Technical Center
High School Diploma -
George Stone Area Vocational-Technical Center
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