Summary
Overview
Work History
Education
Skills
Software
Timeline
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Nyiah Ikard

Assistant Customer Service Manager
Knoxville,TN

Summary

Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

Assistant Customer Service Manager

Kroger
Knoxville, TN
06.2022 - Current
  • Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Created customer support strategies to increase customer retention.
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.


Customer Service Associate

Kroger
Knoxville, TN
12.2019 - 06.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Solved problems with products and services by providing customers with technical support.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided training and support to new associates to help provide high-quality customer service.

Self Checkout Cashier

Kroger
Knoxville, TN
02.2019 - 12.2019
  • Assisted customers with self-checkout machine operations.
  • Described products and services in detail to answer customer questions.
  • Monitored and circulated throughout assigned areas to identify signs of potential security and safety issues.
  • Maintained awareness of product locations to assist customers in finding requested items.

Greeter

Kroger
Knoxville, TN
12.2018 - 02.2019
  • Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
  • Answered customer questions and pointed individuals in right directions.
  • Acted as first point of contact for visiting clients and customers.

Cashier

Kroger
Knoxville, TN
06.2018 - 12.2018
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Welcomed customers and helped determine their needs.
  • Built relationships with customers to encourage repeat business.

Courtesy Clerk

Kroger
Knoxville, TN
10.2017 - 06.2018
  • Collected more than 8 shopping carts from parking lot daily and cleaned and dried soiled and wet carts.
  • Assisted customers with large purchases by carrying items to vehicles.
  • Maintained clean and tidy checkout area to optimize service delivery.
  • Returned unwanted items to correct store locations and restocked shelves.
  • Addressed customer needs for price checks and merchandise retrieval from upper shelves or stockroom.
  • Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.

Education

Bachelor of Science - Business Administration

Franklin University
Columbus, OH
08.2022 - Current

Associate of Science -

Pellissippi State Community College
Knoxville, TN
08.2019 - 05.2021

Skills

Research and due diligence

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Software

Microsoft Word

Microsoft PowerPoint

Timeline

Bachelor of Science - Business Administration

Franklin University
08.2022 - Current

Assistant Customer Service Manager

Kroger
06.2022 - Current

Customer Service Associate

Kroger
12.2019 - 06.2022

Associate of Science -

Pellissippi State Community College
08.2019 - 05.2021

Self Checkout Cashier

Kroger
02.2019 - 12.2019

Greeter

Kroger
12.2018 - 02.2019

Cashier

Kroger
06.2018 - 12.2018

Courtesy Clerk

Kroger
10.2017 - 06.2018
Nyiah IkardAssistant Customer Service Manager