Novian Bailey
Hallandale,FL
Summary
Customer Service Representative and Data Analyst bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Support Agent
Hilton
Hollywood, FL
03.2021 - 11.2023
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Performed data entry tasks such as entering new account information into databases.
- Answered inbound calls, chats and emails to facilitate customer service.
Sales Manager
Rent A Center
Hollywood, FL
11.2018 - 11.2021
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Created and presented monthly reports to management on sales performance.
- Managed daily operations of sales department, including supervision of staff members.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
- Developed and implemented social media strategies to increase brand awareness and engagement.
Retention Specialist
Convergys
Davie, FL
06.2017 - 08.2018
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Developed strategies to improve customer experience and increase loyalty.
Member Experience Representative (CITIbank Fraud)
Centerfield
Coral Springs, FL
01.2015 - 06.2017
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
Education
Associate Degree -
Miami-Dade College
Miami, FL2018
Skills
- Database Management
- Data Quality
- Attention to Detail
- Microsoft Office
- Word, Powerpoint, Excell
- Customer Relations
- Active Listening
- Account Management
- Closing Sales
- Multitasking Abilities
- Excellent Communication
- Teamwork and Collaboration
- Customer Relationship Management (CRM)
- Staff Training
- Team Development
- Conflict Resolution
- Document Control
- Fraud Detection
- Telephone and Email Etiquette
- Fraud Identification
- Data Entry
- Claims Processing
- Claims Review
Timeline
Customer Support Agent
Hilton
03.2021 - 11.2023
Sales Manager
Rent A Center
11.2018 - 11.2021
Retention Specialist
Convergys
06.2017 - 08.2018
Member Experience Representative (CITIbank Fraud)
Centerfield
01.2015 - 06.2017
Associate Degree -
Miami-Dade College
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