Nyisha Aiken
Brooklyn,NY
Summary
Dedicated and results-driven Customer Service Representative with a proven track record of delivering excellent customer experiences and driving customer satisfaction. Skilled in handling inquiries, resolving issues, and building strong customer relationships. Proficient in using customer service software/systems and communication tools to effectively support and assist customers. Adept at providing personalized solutions to meet the needs of each individual customer, ensuring a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Clerk
United States Postal Service
01.2016
- Operates a computer keyboard to enter and extract data from several databases including change of address, mailers' database and address correction
- Affixes labels to mail either manually or with mechanical devices
- Manually distributes processed markups to appropriate separations for further handling
- Operate an optical scanner and computer to process postal forms
- Prepare work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers, are in place
- Provide service at non-financial transactions, and maintain records of mail
- Establish safe work methods, procedures and safety precautions while performing all duties
- Remove sorted mail into bins, and place it into appropriate trays for further processing.
Customer Care Specialist
Lowes
10.2022 - Current
- Handle incoming customer inquiries via phone, email, and chat, maintaining a 95% customer satisfaction rating.
- Resolve customer issues promptly and effectively, reducing resolution time by 20%.
- Manage an average of 50+ customer interactions per day, ensuring high-quality service standards.
- Utilize CRM software (e.g., Salesforce) for case management and customer data analysis.
- Collaborate with cross-functional teams to escalate and resolve complex customer issues.
- Provide product support and troubleshooting guidance to customers.
Senior Customer Service Representative
Jack Henry
01.2021 - 10.2022
- Led a team of customer care representatives, providing coaching and support to ensure excellent service delivery.
- Implemented process improvements that resulted in a 15% reduction in customer complaints.
- Analyzed customer feedback and data to identify trends and improve service offerings.
- Managed customer accounts and subscriptions, ensuring accuracy and completeness.
- Conducted training sessions for new hires on customer care processes and best practices.
- Handled escalated customer issues and complaints, resolving them to the satisfaction of customers.
Customer Support Specialist
Fsa Store
10.2016 - 01.2021
- Provided technical support and assistance to customers, troubleshooting software and hardware issues.
- Managed a high volume of support tickets, maintaining a response time of under 24 hours.
- Utilized ticketing systems (e.g., Freshdesk) for case tracking and resolution.
- Assisted in the development of knowledge base articles and FAQs for self-service support.
- Conducted product demonstrations and training sessions for customers.
Care Associate
Well Care Customer
01.2015 - 08.2016
- Handled billing inquiries and account management for customers, ensuring billing accuracy and resolving billing disputes.
- Processed customer orders and returns, maintaining accurate order records.
- Managed customer databases and updated customer information as needed.
- Assisted in outbound customer outreach campaigns to gather feedback and promote new products/services.
- Conducted follow-up calls and emails to ensure customer satisfaction and retention.
- Utilized Microsoft Excel for data entry and reporting on customer interactions and resolutions.
Insurance Verification Specialist
Aegis Communication
04.2008 - 01.2014
- Demonstrated strong knowledge of insurance requirements and processing of referrals requiring authorization, ensuring compliance with plan requirements and regulatory standards.
- Utilized critical thinking skills to troubleshoot issues and secure coverage and authorizations prior to services being rendered, minimizing delays in care.
- Navigated EMR systems and insurance portals to obtain authorizations and provide all relevant clinical information to support the authorization process.
- Documented all authorization-related information accurately in the EMR, ensuring continuity of care and compliance with documentation standards.
- Responded to insurance company inquiries for information and coordinated with providers, payers, and patients regarding authorization status and options.
- Completed assigned tasks in EMR work queues and brought work lists to completion within established timelines, maintaining productivity and quality standards.
Education
Diploma - undefined
Sarah J Hale High School
Skills
- Customer Service Excellence
- Problem-Solving
- Active Listening
- Time Management
- Attention to Detail
- Relationship Building
- Data Entry
- Ticketing Systems
- Microsoft Office Suite
- Call Handling
- Communication Skills
- Conflict Resolution
- Empathy and Patience
- Multitasking
- Adaptability
- Technical Support
- CRM Software (eg, Salesforce, Zendesk)
- Email and Chat Support
- Social Media Management
- Team Collaboration
- Salesforce
- Microsoft Excel (Data Analysis and Reporting)
- Email Management Platforms
- Social Media Monitoring Tools
- Zendesk
- Ticketing Software (eg, Freshdesk, Help Scout)
- Chat Support Tools
Timeline
Customer Care Specialist
Lowes
10.2022 - Current
Senior Customer Service Representative
Jack Henry
01.2021 - 10.2022
Customer Support Specialist
Fsa Store
10.2016 - 01.2021
Clerk
United States Postal Service
01.2016
Care Associate
Well Care Customer
01.2015 - 08.2016
Insurance Verification Specialist
Aegis Communication
04.2008 - 01.2014
Diploma - undefined
Sarah J Hale High School
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