K. Nicole Morris

**** *********** **.

N Chesterfield, VA 23234

804-***-****

ac0i6t@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Summary

• Several years of experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and planning/implementing proactive procedures and systems to forecast and avoid future interruptions.

• Possess solid computer skills.

• Excellent working knowledge using IBM systems; Lotus, Microsoft Excel, WordPerfect, Microsoft Word, Microsoft Outlook

• Ability to train and motivate customer service employees.

• A team player, acknowledged as “Quality Customer Service Professional.”

Employment

Alere eScreen

Henrico, Va

National Account Coordinator April 2016 – Present

• Monitor program operations, billing and reporting to confirm alignment with customer expectations

•Continually monitor each client’s account transactions from various reports such as site traffic, assessment reports and points reports

•Custom design a comprehensive communication strategy for clients based on their culture, budget and existing resources to successfully implement program changes.

•Train clients on system offerings, new product releases and reporting packages.

Capital One Bank

Glen Allen, Va

Senior Case Management Specialist August 2014 – March 2016

• Maintain an advanced knowledge of all Bank product lines, policies/procedures and support services/back office operations

•Engage with Telephone Bankers, Corporate Communications, and IT senior management, as appropriate, for responding to complaints falling within online banking matters.

•Provide recommendations for solutions when customers are not able to access online banking or its complementary features.

• Analyze and interpret data, screening for flaws and marking noticed trends.

• Provide ongoing reports

Technical Support Coordinator December 2013 – August 2014

• Maintain an advanced knowledge of all Bank product lines, policies/procedures and support services/back office operations

• Perform all follow-up tasks associated with resolving customer research requests and complex issues

• Evaluate situations, make exceptions to policy and procedures when necessary to resolve complex customer situations in a timely manner while ensuring superior service and a minimum loss of revenue for the bank

Sr. Inbound Call Center Representative August 2013 – December 2013

• Educate customers on how to troubleshoot basic computer issues

• Practice strong time management and multi-tasking skills to help customers with their inquires in an efficient, timely matter

• Educate on the banks’ policies and procedures for processing and posting times specific to their account

• Analyze and interpret data

TruGreen

Richmond, VA March 2013 – Aug 2013

Customer Service Representative

• Answer calls in a high volume, inbound call center

• Review customers’ accounts and help them schedule service or with inquiries

• Review and process supervisor escalations of unsatisfied customers.

J. Sargeant Reynolds. C.C

Richmond, VA Nov. 2011 – March 2013

Educational Support Specialist I

• Assist students referred from the Success Center with any issues regarding registration, financial aid, courses offered and enrollment into J Sargeant Reynolds Community College.

• Provide phone coverage and walk in support.

• Quickly and effectively interpreted college policies and procedures to students.

• Assist students with computer hardware and software applications.

• Verify student eligibility to use the facility and track student usage.

• Provide routine maintenance of equipment as needed.

Kings Dominion April 2011 – Oct. 2011

Doswell, VA

Lead Teller

• Set up and broke down tills

• Monitored cash register activity

• Investigated cashier variances

Wachovia Bank Oct. 2008 – Oct. 2009

Glen Allen, VA

Personal Service Representative II

• Quickly decipher customers need and come up with the best solution.

• Assist customers with inquires and transactions on their personal accounts.

• Operated a multi-line telephone in a high volume environment.

• Explained processing and updating policies on accounts.

Hewitt Associates (Spherion) Sept 2007 - Nov 2007

Orlando, FL

Benefits Specialist

• Answered routine questions on all employee benefit plans. Ensures the election & compliance of all necessary benefits enrollment. Verifies all employee elections have been communicated to appropriate benefit providers.

•Assisted with the annual benefits renewal process. Partners with other Compensation & Benefits team on coordination and communication of the annual benefits open enrollment to employees.

•Performed other Human Resource duties as assigned.

•Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.

•Complete all required, ongoing enterprise level training

Cingular (Convergys) Jan 2007 - Aug 2007

Lake Mary, FL

Customer Service & Technical Support Representative

• Handled complex service orders and hostile customers.

• Recommended corrective action to address customer complaints.

• Solicited recommendations from customers on ways to improve efficiency.

• Reset hardware and firmware errors also, making sure that software was up to date.

• Troubleshoot any other problems that kept customers from using their equipment via over the air transmittal or walking the customer through each step.

PNC Bank Oct 2005 - July 2006

Philadelphia, Pa

Financial Service Representative / Teller

• Received and disbursed money, and kept records of money and negotiable instruments involved in financial transactions.

• Received checks and cash for deposits, verified amounts and examined checks for endorsements.

• Cashed checks after verifications of signatures and customer balances.

• Was instrumental in stopping fraudulent checks.

• Balanced currency, coin and cash in cash drawer at the end of shift using a calculator.

• Opened new accounts.

• Explained, promoted and sold products and services such as traveler’s checks, savings bonds, money orders and cashier's checks.

Education

J Sergeant Reynolds Community College Present

Associate in Arts in Liberal Arts

Allied Medical and Technical Institute

Scranton, PA 2008

Certificate: Massage Therapy

C.P.R / A.E.D. Certification

Hermitage High School, Richmond, VA 2003

References Furnished Upon Request

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