Customer Service Representative

Nakisha Dolphin

ad5ndf@r.postjobfree.com 252-***-**** Greenville, NC

SUMMARY

Seasoned professional with 11 years in customer service roles, including as a Customer Service Representative Specialist at Wells Fargo Dealer Services. Excelled in resolving customer inquiries, maintaining data integrity, and collaborating with cross-functional teams. Seeking a Customer Service Rep position to leverage extensive experience in client relations, problem-solving, and account management. WORK EXPERIENCE

City of Durham Water Management Durham, NC

Senior Utilities Billing Technician Dec 2022 - Present

• Provides exemplary customer service by addressing inquiries through various communication channels, ensuring timely and effective resolutions.

• Maintains and updates client records with the utmost accuracy, while strictly adhering to confidentiality protocols and quality standards.

• Conducts thorough analysis of customer accounts to identify and correct billing discrepancies, thus guaranteeing the integrity of financial records.

CVS Health/Caremark Raleigh, NC

Lead Customer Care Representative Nov 2021 - Dec 2022

• Maintained accurate patient profiles within the pharmacy database, ensuring data integrity and compliance with privacy regulations.

• Resolved customer complaints, delivering professional service and fostering positive relationships with clientele.

• Kept abreast of health insurance plan changes to provide customers with up-to-date information, enhancing their decision-making process.

Wells Fargo Auto Greenville/Raleigh, NC

Research Remediation Representative Mar 2016 - Nov 2021

• Managed comprehensive records, ensuring accurate client information across multiple proprietary and credit bureau databases.

• Conducted detailed financial assessments of borrowers, examining cash flows, tax returns, and income statements to determine repayment abilities.

• Evaluated credit risks for prospective clients using advanced financial modeling and analysis of credit reports.

• Worked in conjunction with Loan Operations and Collections teams to mitigate risks and address delinquencies effectively.

Wells Fargo Dealer Services Greenville, NC

Customer Service Representative Specialist Mar 2013 - Mar 2016

• Resolved customer inquiries and complaints efficiently by diagnosing problems and providing timely solutions, ensuring continued client satisfaction.

• Collaborated with cross-functional teams to deliver a cohesive customer service experience, enhancing client retention and satisfaction.

• Documented customer interactions comprehensively and identified process improvements, contributing to enhanced service delivery and operational efficiency. EDUCATION

Pitt Community College Winterville, North Carolina Associate of Applied Science, Medical Office Administration May 2023 Pitt Community College

Associate of Applied Science, Healthcare Management Winterville, North Carolina

May 2019

Pitt Community College

Coursework in Business Administration

Winterville, North Carolina

May 2017

Pitt Community College

Certification, Phlebotomy

Greenville, North Carolina

Dec 2012

New Brunswick High School

High School Diploma, College Prep

New Brunswick, New Jersey

Jun 1994

SKILLS

Interpersonal • Problem Solving • Time Management • Adaptability • Collections and Invoice Processing • Microsoft Office Programs • Multitasking • Active Listening • Data Entry • Conflict Resolution • Empathy • Sales • Effective Communication • Quality support

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