Summary
Overview
Work History
Education
Skills
Timeline
Generic

Talayah Nicholas

Hampstead,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Remote Customer Service Representative

Verizon Communications
06.2020 - 07.2023
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and our company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed over 50 customer calls per day

Customer Service Representative

Bureau Of Revenue Collections
03.2018 - 01.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Reduced errors in documentation by meticulously proofreading and editing written materials.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Managed filing system, entered data and completed other clerical tasks.

Office Assistant III

Department Of Transportation
Baltimore, MD.
09.2009 - 10.2017
  • Maintained and updated office records, both digital and physical.
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Contributed to our positive work environment by fostering open communication among colleagues.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Delivered clerical support by handling range of routine and special requirements.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining clean workspaces.
  • Strengthened office organization by implementing new filing systems and digital record-keeping practices.
  • Collaborated with various departments to complete assigned tasks.
  • Supported executive staff with well-prepared reports, presentations, and meeting materials.
  • Scheduled and coordinated travel arrangements for office staff members.
  • Organized events and meetings to maximize capacity and keep event venues running smoothly.
  • Coordinated office events that promoted team cohesion and boosted overall morale among employees.
  • Created purchase orders and tracked invoices to avoid missed or delayed shipments.
  • Boosted employee morale with thoughtful event planning and team-building activities.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.

Education

No Degree - Sales And Marketing Education

Strayer Business College
Baltimore, MD
09.2001

High School Diploma -

Landover High School
Andover, Maryland
06.1985

Skills

  • Upselling Products and Services
  • Issue and Complaint Resolution
  • Customer Account Management
  • Customer Retention Strategies
  • Upbeat and Positive Personality
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Strong Analytical and Problem Solving Skills
  • Safety and Security

Timeline

Remote Customer Service Representative

Verizon Communications
06.2020 - 07.2023

Customer Service Representative

Bureau Of Revenue Collections
03.2018 - 01.2020

Office Assistant III

Department Of Transportation
09.2009 - 10.2017

No Degree - Sales And Marketing Education

Strayer Business College

High School Diploma -

Landover High School

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Talayah Nicholas