Niya Novak
Jacksonville,FL
Summary
Assisted customers in resolving inquiries and issues effectively.,Focused on building strong customer relationships to enhance satisfaction.,Open to acquiring new skills to facilitate transition into a different career.
Overview
10
10
years of professional experience
Work History
Fraud Operations Specialist
CITI Bank USA
Jacksonville, FL
02.2025 - Current
- Conducted thorough reviews of applications to identify and classify fraudulent accounts.
- Maintained compliance with policies and procedures while prioritizing on-time delivery of assigned tasks.
- Managed case resolution processes to uphold victim service standards and enhance overall satisfaction
- Managed case assignments and assessed teammates' contributions to enhance overall team effectiveness.
- Implemented swift procedural modifications, resulting in improved performance outcomes.
Customer Service Representative
Citi Bank
Jacksonville, FL
09.2021 - 02.2025
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Provided outstanding customer service to ensure client satisfaction.
- Provided friendly and courteous customer service at all times.
- Built positive relationships with customers by demonstrating empathy and understanding their needs.
- Greeted customers, answered inquiries, and resolved customer complaints in a call center environment.
- Employed active listening skills during conversations with customers.
Office Administrator
Eastern Asset Solutions (EAS)
Jacksonville
04.2019 - 02.2021
- Provides detail-oriented administrative support to 8+ coworkers to ensure efficient office operations.
- Processes up to $20K collection payments daily and maintains accounts receivable logs for office.
- Verifies information of the overdue liabilities.
- Works part-time for collections department when needed to ensure monthly collection goals are met.
- Communicates closely with the Head of Operations regarding the needs, concerns, or issues in the office.
- Develops relationships with customers, vendors, and guests to present the company in a professional manner.
- Maintains clients records and documentation.
- Resolves administrative issues between clients, customers, and coworkers to sustain a positive working environment.
- Creates and updates spreadsheets and presentations for weekly, monthly and quarterly updates to upper management.
Baggage Handler
Frontier Airlines
Denver
09.2018 - 03.2019
- Transferred luggage from check-in areas to departure gates.
- Handled proper storage for fragile items.
- Sorted loads into groups and handled damaged items.
- Handled luggage to and from aircraft.
- Supervised loading inbound luggage onto conveyors.
Professional Debt Collector
DCI, Debt Collectors
Jacksonville
11.2016 - 06.2018
- Worked with credit controllers to contact debt collector to pursue payment.
- Made outbound collection calls to debtors.
- Maintained appropriate and comprehensive records of all customer discussions.
- Negotiated settlements with clients according to DCI policies.
- Maintained accurate, up-to-date customer account information.
- Received Top Tier employee award for reaching $10k collection goal monthly for 90 days consecutively.
- Upheld ethical debt collection techniques.
Cashier
Soul Food Bistro
Jacksonville
03.2016 - 11.2017
- Closed outstanding food and beverage bills by accepting payment from customer.
- Delivered exceptional service by greeting and serving customers.
- Developed strong knowledge of all products offered in order to constantly up sell.
- Diplomatically handle guest and associate complaints always polite and maintaining a professional manner.
- Supported other areas of the restaurant as necessary, such as setup, cleanup, prep work.
- Maintained cleanliness of the sales floor and cash wrap area.
- Restock the sales floor and complete other departmental duties, as necessary.
Education
High School Diploma -
The Foundation Academy
Jacksonville, FL05.2015
Skills
- Customer interactions
- Process improvement
- Customer satisfaction focused
- Microsoft Suite Proficient
- Debt Collections
- Multi-tasking responsibilities
- 40 WPM
- Administrative Support
- Active Listening
Timeline
Fraud Operations Specialist
CITI Bank USA
02.2025 - Current
Customer Service Representative
Citi Bank
09.2021 - 02.2025
Office Administrator
Eastern Asset Solutions (EAS)
04.2019 - 02.2021
Baggage Handler
Frontier Airlines
09.2018 - 03.2019
Professional Debt Collector
DCI, Debt Collectors
11.2016 - 06.2018
Cashier
Soul Food Bistro
03.2016 - 11.2017
High School Diploma -
The Foundation Academy