Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rickey Nelson

Deltona,FL

Summary

Proactive and goal-driven specialist with over 9 years of experience in call center operations and customer support. Recognized for consistently delivering excellent quality customer support, I excel in efficiently handling calls, managing customer expectations, and meeting performance objectives. My strengths lie in providing prompt assistance to ensure customer satisfaction and foster positive relationships. With a proven track record of success in the industry, I am dedicated to delivering exceptional service and contributing to the overall success of the organization.

Overview

9
9
years of professional experience

Work History

Outreach Activation Specialist

Spectrum
02.2023 - Current
  • Maintained detailed records of all activations completed, allowing for accurate reporting and analysis of trends over time.
  • Partnered with marketing teams to develop targeted promotional materials that emphasized ease of product activation for prospective clients.
  • Trained and mentored new Activation Specialists, improving team performance and ensuring consistent service delivery across all touchpoints.
  • Identified opportunities for upselling additional products or services during the activation phase, contributing to increased revenue growth.
  • Reduced call wait times for assistance by developing an effective troubleshooting guide for common activation-related issues.
  • Enhanced customer experience by providing thorough product demonstrations and guiding clients through activation processes.
  • Kept current on industry trends and emerging technologies, applying this knowledge to refine activation strategies and maximize customer satisfaction.
  • Boosted customer retention rates by delivering personalized support throughout the activation process.
  • Conducted primary and secondary research to better understand customer needs and behaviors.

Machine Operator

Sparton
02.2022 - 08.2022
  • Monitored machine performance and made necessary adjustments to ensure quality and efficiency
  • Initiate and maintain accurate paperwork
  • Operate mechanical and computer operated equipment
  • Followed all safety protocols and procedures to prevent accidents and maintain a safe working environment
  • Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
  • Set up and ran machinery to produce exceptional products for industrial needs.
  • Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.

Warehouse Associate

Amazon
12.2020 - 02.2022
  • Prepare orders for shipment by systematically picking, packing and labeling merchandise
  • Inspected work areas for cleanliness, obstacles and removed cartons and boxes to keep work areas organized and hazard free
  • Labeled and accurately and moved customer orders to meet shipment timetables and minimize errors
  • Supported safe operations of warehouse order fulfillment and restocking by securing items pallets and shelves
  • Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
  • Prepared orders for shipment by picking, packing, and labeling merchandise.
  • Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
  • Operated various types of equipment such as forklifts, pallet jacks, or hand trucks safely while moving products throughout the facility.
  • Assisted in receiving, stocking and distribution of merchandise.
  • Assembled pallets and crates for secure transportation of materials.
  • Worked safely around moving machinery.
  • Consistently lifted materials weighing as much as Number pounds.
  • Collaborated with team members to achieve daily targets and complete tasks efficiently.

Collections Specialist

J.P Morgan Chase
04.2018 - 05.2019
  • Used probing techniques to determine debtors' reasons for delinquency
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
  • Take ownership of each customer while empathizing and prioritizing customer needs
  • Researched accounts and completed due diligence to resolve collection problems.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Entered client details and notes into system for interdepartmental access and review.

Customer Service Representative

Frontier Communications
08.2015 - 04.2018
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Diploma in General Educaon -

Pine Ridge High School
Deltona, FL
05.2003

Skills

  • Adaptable Communication
  • Computer Skills
  • Solution Seeker
  • Goal Setting
  • Customer Engagement
  • Brand Awareness
  • Campaign execution
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Team Collaboration
  • Team Leadership
  • Creative Thinking
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making
  • Relationship Building
  • Microsoft Office
  • Self Motivation
  • Task Prioritization
  • Interpersonal Skills
  • Analytical Thinking
  • Professionalism
  • Data Collection

Timeline

Outreach Activation Specialist

Spectrum
02.2023 - Current

Machine Operator

Sparton
02.2022 - 08.2022

Warehouse Associate

Amazon
12.2020 - 02.2022

Collections Specialist

J.P Morgan Chase
04.2018 - 05.2019

Customer Service Representative

Frontier Communications
08.2015 - 04.2018

Diploma in General Educaon -

Pine Ridge High School

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Rickey Nelson