Venice Nixon
Fort Mill
Summary
Dynamic Customer Support Specialist with over 10 years of experience delivering exceptional service across diverse environments. Proven track record in resolving customer inquiries through various communication channels, significantly enhancing satisfaction and engagement levels. Expertise in CRM software, conflict resolution, and empathetic communication positions this professional to contribute effectively to a customer-centric team. Eager to leverage extensive skills and knowledge in a challenging Customer Support Specialist role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Everyday Banker
Wells Fargo
Charlotte, NC
08.2024 - Current
- Assisted customers with banking inquiries including account balances, transactions, debit cards, and online banking.
- Resolved customer concerns and provided solutions while delivering excellent customer service in a high-volume call center environment.
- Handled inbound calls, chats, and digital communications regarding financial products and services.
- Navigated multiple banking systems to research accounts and provide accurate information to customers.
- Followed company policies, security procedures, and financial regulations when handling customer accounts.
- Escalated complex issues or complaints to supervisors when necessary.
- Maintained professionalism and empathy while assisting customers with sensitive financial matters.
- Met performance metrics such as call handling time, customer satisfaction, and quality assurance standards.
- Educated customers on banking services such as mobile banking, fraud protection, and account features.
Core Team Member
TD Bank
Fort Mill, SC
09.2022 - 05.2024
- Delivered personalized client service by addressing inquiries and making appropriate referrals, significantly enhancing customer satisfaction and engagement.
- Supported client needs effectively, contributing to a seamless banking experience through knowledgeable guidance and advice.
- Ensured high levels of customer satisfaction by maintaining proactive communication and resolving issues efficiently.
Customer Service Associate
Duke Energy
Charlotte, NC
06.2021 - 09.2022
- Performed in high-volume call center operations, resolving customer inquiries and complaints to uphold service standards.
- Facilitated customer understanding of billing and payment processes, enhancing satisfaction and reducing resolution time.
- Demonstrated integrity and empathy, fostering trust and long-term relationships through professional communication.
Billing Representative
Charter Communications
Charlotte, NC
01.2019 - 01.2021
- Ensured accuracy and integrity in charge entry and collections processes, maintaining a reliable revenue cycle.
- Provided customer support for billing inquiries, resolving issues to enhance satisfaction and retention.
- Initiated and established new service accounts, contributing to business growth and customer base expansion.
Benefits Verification Specialist
Lash Group
Fort Mill, SC
11.2018 - 01.2019
- Verified patient insurance coverage and prior authorization details, ensuring precise data entry into the Patient Plus database.
- Facilitated outbound communication to address healthcare benefits inquiries, enhancing patient understanding and support.
Education
Bachelor of Business Administration - Human Resource Management
DeVry University
Chicago, IL02-2027
GED - Education
Cape Fear Community College
Wilmington, NC11-2012
Skills
- Banking
- Insurance Verification
- Communication Skills
- Organizational Skills
- CRM
- Problem Solving
- Time Management
- Empathy
- Attention to Detail
- Multitasking
Certification
National Honor Society Apr 2025
Timeline
Everyday Banker
Wells Fargo
08.2024 - Current
Core Team Member
TD Bank
09.2022 - 05.2024
Customer Service Associate
Duke Energy
06.2021 - 09.2022
Billing Representative
Charter Communications
01.2019 - 01.2021
Benefits Verification Specialist
Lash Group
11.2018 - 01.2019
Bachelor of Business Administration - Human Resource Management
DeVry University
GED - Education
Cape Fear Community College