Nikiya Fike

Customer Service Representative

Spring, TX

ac6bzp@r.postjobfree.com

409-***-****

Work Experience

Customer Service Representative

West Corporation

June 2007 to June 2017

• Improved Customer Service skills as an agent on the multiple Line Groups. Assisted customers with billing, account management and additional services. Maintained monthly efficiency and ensured customer retention rate was maintained. • Responsible for receiving inbound calls for national cable company. Maintained high Quality performance, including Average Handle Time and attendance. • Provided leadership and coordinate activities of assigned production employees. • Analyze problems, identify alternative solutions • Establish and maintain cooperative working relationships with staff • Maintain appropriate records and compile information for reports • Deal tactfully and courteously with clients and customers • Was chosen to lead the client production store, where inventory was kept on a weekly basis. • Followed up with client to ensure all merchandise was properly accounted for, with weekly meetings. Staff Leadership- Lead the activities of assigned management by ensuring department functions are efficiently performed in a quality-oriented environment reflecting the Company’s values, providing support and assistance as necessary. • Assist staff in striving to provide the highest level of quality, responsive service possible • Ensure that on-the-job employee training is effectively conducted for all subordinates, when asked by Operations Management. Problem Resolution- Proactively oversee the activities involved in quality resolution of problems related to area of responsibility. • Respond with a sense of urgency to problems escalated to employee's level. • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided. • Place the highest priority on providing quality customer service by overseeing all activities of staff, ensuring the unique needs of customers are met. • Ensure quality resolution and thorough and accurate documentation of customer issues. • Provide analysis and feedback to management staff regarding recurring problems, recommending improvements aimed at reducing future issues.

Executive Secretary

CJH Management Group, INC.

January 2001 to February 2005

• As Executive Secretary for the Chief Executive Office, responsible for office management, answering telephones, taking/delivering messages, sorting mail and typing/faxing letters and memorandums for distribution. • Maintained accountability for $1,500 to $10,000 dollars daily. Received, processed and delivered checks to financial institutions for deposit with zero discrepancies. • Accurately answered product and service-related questions for staff in a timely manner. Ordered office supplies to ensure executives and staff were prepared for clients

Office Administrator

Commander Financial Corporation

January 2000 to January 2001

• Prepared FHA and Conventional home loan packages for clients and loan officers, monitored incoming, outgoing and pending mortgage loans. Responsible for inventory control and database updates.

Quality Assurance Manager

Strategic Marketing, Inc.

July 1996 to August 2000

• Supervised Quality Assurance operations on an 80-person day shift and 50-person night shift. Ensured monitoring systems were operational. • Responsible for monitoring and evaluating Associates’ performance, delivered constructive feedback, documented call trends in an effort to improve sales techniques. • Trained Associates on new programs and existing programs; and worked toward enhancing the relationship with Quality and Sales teams to improve performance.

Education

Associates - Marketing

San Antonio College

1996 to 1998

Certifications/Licenses

Certified Mortgage Specialist

February 2005 to Present

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