Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Niyana Graves

Summary

Service operations professional with strong background in process optimization and operational efficiency. Skilled in team collaboration, issue resolution, and adapting to changing needs. Known for reliability, effective communication, and strong focus on achieving results. Proficient in data analysis, workflow management, and customer service enhancement. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Offering solid foundation in quality management principles with keen interest in developing within this field. Contributes strong ability to quickly grasp new concepts and apply quality control techniques effectively. Ready to use and develop analytical skills and attention to detail in Quality Control role. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Service Operations Specialist - Concentrix

Concentrix
03.2024 - Current
  • Maintained an organized inventory management system, reducing lost or misplaced items and ensuring easy access to necessary tools and parts.
  • Handled escalated customer concerns with professionalism and empathy, often turning negative experiences into positive outcomes through effective problem-solving techniques.
  • Coordinated with sales teams to address any pre-sales or post-sales technical concerns, fostering stronger relationships between departments and improving overall customer experience.
  • Mentored junior team members on best practices in service operations management, contributing to a more knowledgeable and skilled workforce.
  • Maintained and updated databases, reports, and scorecards with a high degree of accuracy and attention to detail

Wireless Sales Associate

Verizon Wireless (VICTRA)
  • Handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer and the business.
  • Achieved consistent monthly sales goals with effective upselling of accessories, warranties, and additional services.
  • Maintained a clean and organized sales floor for an inviting shopping environment, resulting in higher foot traffic and sales.
  • Assisted customers in troubleshooting technical issues, fostering trust and building long-term relationships.
  • Increased customer satisfaction by providing personalized product recommendations and comprehensive information on wireless plans and devices.
  • Assisted and supported training of new sales associates.
  • Collaborated with team members to achieve high-performance results in a fast-paced retail setting.

Education

High School Diploma -

Jordan Matthews High School
Asheboro, NC
06-2018

Associate of Arts - Human Resources Management

Randolph Community College
Asheboro, NC
06-2027

Skills

  • Adaptable and customer-focused professional with 6 years of experience in service, sales, and technical support
  • Qualified in resolving complex issues, navigating multiple systems, and maintaining high customer satisfaction in fast-paced environments
  • Tech-savvy, quick learner, and effective communicator with a proven ability to thrive in remote and hybrid work settings
  • Strong track record of identifying inefficiencies and implementing solutions to improve workflow and customer experience
  • Knowledgeable in collaborating across departments, training new hires, and contributing to a positive work culture
  • Capable of managing high call volumes, emails, and system navigation simultaneously without compromising accuracy

Certification

  • Microsoft Word Certified (2018–Present)

Timeline

Service Operations Specialist - Concentrix

Concentrix
03.2024 - Current

Wireless Sales Associate

Verizon Wireless (VICTRA)

High School Diploma -

Jordan Matthews High School

Associate of Arts - Human Resources Management

Randolph Community College