WANIKA HAWKINS -BROWN
Las Vegas,NV
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
14
14
years of professional experience
Work History
Customer Service Lead
Progress Residential Property Management
Las Vegas, NV
06.2019 - 11.2024
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Addressed customers courteously using suitable methods and problem-solving skills
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Answered customer inquiries and provided accurate information .
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Made several calls collecting past due balances successfully and swifty from deliquent accounts .
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
Customer Service Representative
Next Gen Services Warehouse
Las Vegas, NV
03.2015 - 06.2019
- Met daily customer service quotas with a focus on quality
- Logged details of customer service calls in computer system following correct protocols
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Provided excellent customer service
- Surpassed sales goals through implementation of effective marketing strategies
- Exhibited high energy and professionalism when dealing with customers and staff
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Processed customer adjustments to maintain financial accounts
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Implemented effective strategies for building relationships with customers that promote loyalty
- Worked collaboratively with other departments within the organization to ensure seamless customer experience across all channels
- Actively sought out ways to reduce costs associated with providing retention services without compromising quality of service delivery
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered over 90 calls per shift providing excellent customer service
- Navigated through several programs using dual screen to better assist the customer
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Reconciled discrepancies between customers' accounts and statements of account.
- Analyzed customer financial information and determined appropriate payment plans.
Retention Customer Service Representative
Cox Communications
Las Vegas, NV
11.2010 - 03.2015
- Met daily customer service quotas with a focus on quality
- Logged details of customer service calls in computer system following correct protocols
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Provided excellent customer service
- Surpassed sales goals through implementation of effective marketing strategies
- Exhibited high energy and professionalism when dealing with customers and staff
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Processed customer adjustments to maintain financial accounts
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials
- Implemented effective strategies for building relationships with customers that promote loyalty
- Worked collaboratively with other departments within the organization to ensure seamless customer experience across all channels
- Actively sought out ways to reduce costs associated with providing retention services without compromising quality of service delivery
- Answered over 90 calls per shift providing excellent customer service
- Navigated through several programs using dual screen to better assist the customer
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed marketing strategies to increase sales and customer base.
- Managed customer accounts, including onboarding new customers, processing orders, handling billing inquiries, resolving complaints and maintaining records of customer interactions.
Education
High School Diploma -
Benica High School
Benicia, CA06-1998
Skills
- Multitasking and Prioritization
- Upselling Products and Services
- Upbeat and Positive Personality
- De-escalation Techniques
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Patient and Empathetic
- Time Management
- Computer Literate
- Type 65 WPM
- Attention to detail
- Active Listening
- Microsoft Excel
- Yardi
- Salesforce
- Scheduling
- High-energy attitude
- Sales
- CRM Software
- Payment Processing
- Aged account reporting
- Repayment negotiations
- Credit and collections
- Account Management
- Billing arrangements
- Administrative duties
- Customer service excellence
- Power Point
Timeline
Customer Service Lead
Progress Residential Property Management
06.2019 - 11.2024
Customer Service Representative
Next Gen Services Warehouse
03.2015 - 06.2019
Retention Customer Service Representative
Cox Communications
11.2010 - 03.2015
High School Diploma -
Benica High School