Nikkia Davis
Prattville,AL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Transworld Systems Inc.
Washington, PA
05.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Compiled reports on medical claims status, denials, appeals and other related topics.
- Reviewed medical bills for accuracy prior to submission to insurance companies.
- Provided accurate information regarding insurance coverage, billing and payment processing.
- Assisted customers with scheduling appointments and follow-up care.
- Counseled clients on debt management and repayment plans.
- Negotiated terms and conditions of loan contracts.
- Verified accuracy of loan documents prior to approval.
- Approved or denied loan applications based on established guidelines.
- Explained various types of loans available to customers and their associated terms and conditions.
- Reviewed, analyzed and reconciled financial records to ensure accuracy.
- Assisted in the development of internal procedures and processes related to back office operations.
- Resolved customer inquiries and complaints in a timely manner.
- Maintained accurate records of all transactions and communications with customers.
- Provided support for daily back office activities such as data entry, filing, and other administrative tasks.
- Ensured accurate tracking and reporting of client funds.
Customer Service Representative Agent
Alorica
Greenville, SC
08.2020 - 05.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Reviewed customer account information to determine current issues and potential solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Set up and activated customer accounts.
- Worked with supervisor to develop customer service improvement initiatives.
Store Leader
Sally Beauty Supply
Montgomery, AL
05.2007 - 08.2020
- Built customer loyalty through knowledgeable sales, support and education on brand products and services.
- Trained new sales team members and motivated exceptional performance.
- Met coverage needs by coordinating effective schedules and delegating team member assignments.
- Empowered employees to independently handle routine customer concerns and coordinate cross-functional solutions for complex issues.
- Administered store's budget with strong planning and expense control abilities.
- Dealt with customer complaints and rectified product and service issues.
- Coordinated restocks to keep retail displays organized and full for customers.
- Supervised work of cashiers, training new team members and monitoring performance.
- Delivered measurable results across product lines with skilled leadership over marketing, merchandising and sales initiatives.
- Increased sales by optimizing in-store promotional strategies.
- Created successful plans to maximize profits and reduce loss.
- Organized store by returning merchandise to proper areas and restocked displays.
Education
High School Diploma -
Covenant Academy
Montgomery AlSkills
- Inbound and Outbound Calling
- Sales expertise
- Product organization
- Problem-solving abilities
- Retail sales customer service
- Store maintenance
- Call Center Operations
Timeline
Customer Service Representative
Transworld Systems Inc.
05.2022 - Current
Customer Service Representative Agent
Alorica
08.2020 - 05.2022
Store Leader
Sally Beauty Supply
05.2007 - 08.2020
High School Diploma -
Covenant Academy
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