Nikevia Wells

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

Columbus, MS 39701

662-***-****

ad08ol@r.postjobfree.com

Professional Summary

A customer service professional seeking a Remote Customer Service role, using my excellent

interpersonal and problem-solving skills to deliver excellent service and proactive customer

resolution. Driven to implement efficient customer service processes, streamline customer

support, and devise innovative solutions for customer inquiries. Committed to driving customer

satisfaction and bottom-line growth for the organization.

Highlights and qualifications

Excellent verbal communication skills

Strong written communication skills

Exceptional customer service skills

Proficient problem-solving abilities

Advanced troubleshooting skills

Accurate data entry

Knowledgeable in customer service protocols

Excellent organizational skills

Adept in multitasking

Able to think proactively

Superb interpersonal skills

Ability to learn quickly

Excellent time management skills

Proficient in customer service software

Ability to work independently

Exceptional computer skills

Attention to detail

Familiarity with company products

Ability to work well under pressure

Positive and empathetic attitude

Experience

Customer Care Specialist Entergy Lake Forest, IL 60045 May 2021 - present

Became proficient in all knowledge base requirements to resolve clients’ needs as efficiently as

possible

Became proficient in all platforms, systems, and tools used to maintain client records,

transactions, documentation, and relevant data

Maintained appropriate documentation of conversations in designated system to ensure handoff

continuity and client profile accuracy

Manageaged high volume of tasks in a timely and efficient manner

Identify client needs, research issue and provide solutions and/or alternatives

Build sustainable relationships and engage clients by providing best-in-class service

Meet and/or exceed established inbound call quality guidelines and key performance criteria

Provided excellent client service and advocacy

Work across the organization as needed to resolve client requests

Assisted clients with the onboarding process by providing status of application and registration

process, guidance of next steps, and answer any questions

Dispatched available vehicles to clients across all regions on an inbound basis

Effectively communicate to the client how to use any of our client facing tools

Performed other duties as deemed necessary by management

Account manager First Heritage Columbus, MS 39701 July 2016 - April 2021

Communicating with clients to understand their needs and explain product value.

Building relationships with clients based on trust and respect.

Collaborating with internal departments to facilitate client need fulfillment.

Collecting and analyzing data to learn more about consumer behavior.

Keeping accurate records pertaining to inventory and account notes.

Maintaining updated knowledge of company products and services.

Resolving complaints and preventing additional issues by improving processes.

Identifying industry trends.

Acting as a client advocate with a focus on improving the buyer experience.

Education

Mississippi State University

BS Human Science

May 2016

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