Nykeisha Pettiford
Elon,NC
Summary
Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Customer Service Representative 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.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Chat Support Specialist
Omaha Reservations
Omaha, NE
09.2021 - Current
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Researched customer inquiries to provide accurate and up-to-date information.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Handled inbound customer chat conversations from various websites.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative
Humana
Lisle, IL
06.2017 - 01.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Created and maintained detailed database to develop promotional sales.
Debt Collector Agent
Portfolio Recovery Associates
Burlington, NC
10.2016 - 06.2018
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Identified and contacted customers with overdue accounts to address payment status.
- Prepared and submitted legal documents to initiate court proceedings.
- Responded to customer inquiries and provided detailed account information.
Server Trainer
Buffalo Wild Wings
Burlington, NC
01.2015 - 03.2018
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Monitored new server performance and offered continuous support throughout training period.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Conducted monthly meetings with servers to review procedures and improve service.
- Provided coaching and mentoring to employees.
Education
High School Diploma -
Alamance-Burlington Middle College
Graham, NC 01.2011 - 06.2013
Skills
Team Building
Relationship building
Issue escalation
Customer engagement
Documentation and reporting
Customer services
Telephone etiquette
Training and mentoring
Professional telephone demeanor
Multi-line phone talent
POS systems expert
CRM
Timeline
Chat Support Specialist
Omaha Reservations
09.2021 - Current
Customer Service Representative
Humana
06.2017 - 01.2021
Debt Collector Agent
Portfolio Recovery Associates
10.2016 - 06.2018
Server Trainer
Buffalo Wild Wings
01.2015 - 03.2018
High School Diploma -
Alamance-Burlington Middle College
01.2011 - 06.2013