Customer Service Representative

Nekiya Tuck

**** ****** ** ***********, ** *****

Cell 216-***-**** email: *****@*********.***

To be an active employee who is engaged and contributes to the mission, vision and values of the company. To provide excellent performance and to translate my experience, knowledge, skills, and abilities into value for the organization.

WORK EXPERIENCE

Kia of Streetsboro –Streetsboro OH November –Present

Answer and analyze all inbound leads and work with customer

Answer all incoming phone calls using inbound scripts to schedule appointments

Log all customer information/comments into CRM

Respond promptly (within 15 minutes) to internet leads and contact customer by phone

Contact customers using outbound scripts to schedule appointments for sales

Schedule all future contact as needed

Re-schedule no-show customer appointments

Generate e-mails and phone calls according to contact timelines

Knowing your new / used car inventory

Forward all customer concerns to BDC Manager and follow-up

Chuggers Bar and Grill - Streetsboro OH July 2013 – Present

Server Manager (Part-time)

Train new servers

Schedule servers to make sure that all shifts are covered

Interview and hire new servers

Maintain inventory

Greet customers

Provide food and drinks to customer

Parts Source Inc – Aurora, OH June 2015 to August 2015

Purchasing Specialist

Confirm, and obtain tracking information on all orders for the company based on assignment

Create all purchase orders

Confirmed shipment with suppliers

Follow-up and track progress of all backorders

Keep, maintain, and reconcile credit card transactions

Fleetmatics - Solon Oh 44139 July 2014 to January 2015

Customer Service Representative

Field inbound inquiries from customers

Assist customers with testing and research technical problems

Scheduled service work with technicians

Handle activities based on pre-defined work procedures

Receive, evaluate, and document customer service inquiries using multiple support channels as well as various tools and resources to troubleshoot and validate issues

Step 2 Company - Streetsboro, OH May 2013 to March 2014

Customer Service Representative

Provide direct account management for all Step 2 replacement parts for customers

Manage the customer database

Field customer inquiries

Process sales orders

Quote requests, track and expedite orders

Maintain customer interactions, record details of inquiries, complaints and comments as well as actions taken for resolution

Facilitate the direction, referral and escalation of unresolved customer grievances

Identify and communicate department improvement opportunities

GMAC Insurance - Cleveland, OH December 2011 to May 2013

Customer Service Processing/ Billing

Check inspections to verify insured's payment and account status

Determine eligibility of the accounts to be reinstated or remain in current status

Run billing reports to determine account funds transfers via an excel spreadsheet

Process check refunds

Review for accuracy and issued single check refunds

Process NSF's reversed funds and cancel policies based on state specific guidelines

Maintain return refunds spreadsheet to ensure refunds are either, reissued, re-applied, or re-mailed to insured

Handled customer service inquiries from agents and insured's

Maintain and grow a relationship between GMAC insurance and current policyholders

Answer phone calls regarding underwriting, marketing, billing and endorsement inquiries

Identify and meet customer needs using appropriate customer service skills

Document, research, and resolve policy issues

Calculate billing amounts for insured's

Analyze policy transactions and correct company records to adjust errors or document policy changes

AT&T – Cleveland, OH November 2000 to February 2010

Sales and Customer Service Representative

Answer customer and client request or inquires concerning services, products, billing, equipment and claims

Work in one or multiple queues/skill sets over various customer contact channels

Team lead responsible to help drive sales and motivate teammates

Conduct training on new products, software and procedures

Improve customer retention through programs and service provided to the customer

Utilize mechanized systems to initiate and complete service orders and handle customer requests

Maintain working knowledge of all company products, services and promotions

Make recommendations according to customer's needs on features, accessories, upgrades and rate plans

Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for wireless bills and accessories.

EDUCATION

Completed some coursework Business Management at Hiram College - Hiram, OH 2008-2010

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