Nikkia Michaud

Maplewood NJ *****

518-***-****

Email: ac33o5@r.postjobfree.com

Alternate 862-***-****

PROFFESSIONAL SUMMARY

● Over 9 years’ experience in customer service with special proficiency in analyzing situations and resolving conflicts.

● Excellent multitasking and proficient in Microsoft Office Suite

● Enjoy helping and working with diverse population RELEVANT EXPERIENCE

Maximus Albany NY 11/2/2015-12/31/17

Customer Service Specialist III, IV

● Act as a liaison for the patients and the Health Center

● Obtain and enter accurate demographic information into Siebel

● Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization

● Answer telephone promptly and in a polite and professional manner.

● Use sound judgment in handling calls, especially with upset patients. Understanding of when to escalate calls to team leads, supervisors or other departments. River Source Life Insurance Albany NY 02/14-09/15

Customer Service Representative

● Answering phones, processing insurance claims, and providing customers with essential information regarding claims.

● Very efficient in resolving client issues in a timely manner.

● Meet personal/team sales targets and call handling quotas

● Provide accurate, valid and complete information by using the right methods/tools

● Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

● Keep records of customer interactions, process customer accounts and file documents Temper Salon Troy NY 09/11-02/14

Front Desk Clerk

● Performed light typing and clerical duties.

● Greet guests and patrons as they arrive, Provide guests with directions around the salon

● Answers telephone system and directs calls accordingly

● Make appointments over the telephone, through emails and in person

● Balance cash at the end of the shift and generate accounting reports and c ompute bills and take payments

● Refer guests to appropriate manager to resolve complaints All Metro Health Care Schenectady NY 07/10-09/11

Staffing Coordinator

● Performed scheduling, filling, and payroll in high pressure working environment.

● Maintain staffing operations across the board, Maintain schedules for rotating staff

● Obtain daily staff requests and fill them efficiently also Secure coverage for vacancy shifts

● Uphold accurate system for tracking staff over a variety of shifts

● Monitor overtime accumulation and attendance of employees

● Assist the human resource department with interviews and orientations

● Conduct competency checks on new and existing employees

● Work with the payroll manager to verify payroll accuracy and Process employee vacation requests CDG Management Troy NY 10/08-06/10

Customer Care Representative

● Made inbound and outbound calls to raise money for Fraternal Organization of Police.

● Processed documentation and met daily quota calls.

● Effectively manage large amounts of incoming calls

● document all call information according to standard operating procedures Bath Fitter Guilderland NY 10/07-09/08

Customer Service Representative

● Assisted customers in specializing customized design choices.

● Set-up appointments and served as a point person

● Take orders, calculate charges, and process billing or payments

● problem analysis and problem-solving and attention to detail and accuracy

● research required information using available resources Informed Marketing Services Troy NY 03/06-07/0 7

Customer Service Representative

● Assisted customers with daily mortgage rates.

● Performed data entry via computer.

● provide feedback on the efficiency of the customer service process

● obtain and evaluate all relevant information to handle product and service inquiries

● organize workflow to meet customer timeframes

Cowell & Salomon Communication Albany NY 09/04-02/06 Customer Service Representative

● Made cold calling to specific businesses to customize software based on individual need.

● Performed customer service duties efficiently

● Effectively manage large amounts of incoming calls

● Listen and respond to customers’ needs and concerns

● Provide information about products and services

EDUCATION

Schenectady County Community College Schenectady NY 01/13- 6/15

● Accounting Major

Washington Erving Adult and Continuing Education Center Schenectady NY

● Received GED in May 2004

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