Steven P. Nikosey
Customer Success Specialist
Surprise,AZ
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
City Carrier Assistant
USPS
10.2024 - Current
- Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
- Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
- Provided exceptional customer service by assisting customers with questions about postage rates, mailing regulations, and package guidelines.
- Handled sensitive materials such as registered or certified mail with care, ensuring proper documentation and prompt delivery.
Verification Advocate
Carvana
01.2020 - 06.2022
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Client Services Specialist
MassMutual
07.2016 - 03.2018
- Delivered hypothetical policy forecasts to assist insurance agents analyze the impact of potential changes, i.e., loans or stopping premiums.
- Boosted customers’ loyalty by resolving escalated customer issues..
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed focus group initiative, resulted in promoting team spirit and departmental and interdepartmental collaboration.
- Maintained accurate records of all client interactions, ensuring timely follow-ups and consistent communication.
- Built strong relationships with clients, fostering trust and loyalty while promoting company brand.
Sr. Academic Counselor
University of Phoenix
04.2010 - 04.2016
- Collaborated with faculty to identify at-risk students and develop appropriate intervention strategies.
- Increased student retention rates by providing ongoing support throughout their academic journey.
- Evaluated transfer credits and advised students on course selection to ensure timely degree completion.
- Developed strong relationships with students, fostering a supportive environment for academic growth and personal development.
- Promoted a culture of continuous improvement within the graduation team, comprised of an Enrollment Advisor, Financial Adviser and an Academic Counselor, through regular feedback exchanges and collaborative goal-setting.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
Education
Bachelor of Arts - English
University of New Hampshire
Durham, NHSkills
- Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
- Sales Resource Management CRM
- WebEx
- GotoMeeting
- Document filing
- Analytical reasoning
- Client representation
Certification
- Professional Development: Annual Ethics and Compliance Policy and Procedures Certification
- NFCC Counselor Certification
Timeline
City Carrier Assistant
USPS
10.2024 - Current
Verification Advocate
Carvana
01.2020 - 06.2022
Client Services Specialist
MassMutual
07.2016 - 03.2018
Sr. Academic Counselor
University of Phoenix
04.2010 - 04.2016
Bachelor of Arts - English
University of New Hampshire
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