Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikkia Plez

Memphis,TN

Summary

Dynamic Customer Service Representative with a proven track record at Cigna, excelling in problem resolution and active listening. Enhanced customer satisfaction through effective complaint handling and strategic analysis of service metrics. Recognized for turning challenges into opportunities, fostering positive relationships, and contributing to team success. Proficient in Microsoft Excel and data entry.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Cigna
Remote
06.2024 - 06.2025
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Customer Service Representative

Qualfon
Remote
04.2021 - 05.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Customer Service Representative

Sitel
Remote
01.2019 - 03.2021
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Melrose High School
Memphis, TN
05.2017

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Complaint handling
  • Microsoft Excel
  • HIPPA

Timeline

Customer Service Representative

Cigna
06.2024 - 06.2025

Customer Service Representative

Qualfon
04.2021 - 05.2024

Customer Service Representative

Sitel
01.2019 - 03.2021

Melrose High School