Nesshai Gamble
Charlotte, NC 28269
Phone: 980-***-****
*************@*****.***
Summary:
Ms. Nesshai Gamble is a highly professional Customer Support Representative providing excellent customer service skills through phone support and documentation and is proficient in MS Office Suite. Interacted with agents to provide accurate, consistent, and timely responses to their questions and issues regarding onboarding to the Avaya platform. Provide a positive customer experience by handling inbound customer calls. Answered customer questions regarding product offering, billing, equipment, features, service plans, activation and/or changes to account information. Resolved any discrepancies with customer’s accounts. Education:
Bachelor of Science,
Business Administration,
University of Phoenix, Charlotte, NC, July 2014
Diploma,
General Studies,
Harding High School, Charlotte, NC, June 1986
Technical Skills:
Basic Computer Skills
Call Center
Office Environment
Professional Experience:
IQOR
Mar 2023-Present
Senior Agent (In Training)
Handles General Customer Care Calls, and Business Services Accounts Calls. Upgrade services.
Process account payments.
Answer inbound calls and greet customers with energy and enthusiasm. Place outbound calls and communicate with energy and enthusiasm to customers. Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
Meet department productivity and quality standards. Strive for first call resolution and take true ownership of customer needs and issues. Communicate and follow instructions for one call customer resolution. Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
Take an active role in educating customers about our client’s products and services. Allstate Insurance, (Epitec contractor)
Nov 2020-Nov 2022
Customer Support Representative
Ensure all required documentation received from agents for onboarding the new phone system. Interacted with agents to provide accurate, consistent, and timely responses to their questions and issues regarding onboarding to the Avaya platform. Completed pre-assessment questionnaire an analysis of the agent’s current infrastructure to assess the agency’s needs and ensure network meets qualification for phone installation. Submitted phone build requirements to voice for completion. Tracked agent’s progress in Salesforce to keep the installation process completed on time. Wells Fargo (Randstad contractor)
Dec 2018-Jan 2020
Documentation Specialist
· Responsible for reviewing electronic documents and ensuring accuracy of information
· Verifying information (sensitive and confidential information) from past and current customers
· Deciding to either accept it or reject customer documentation and place in the correct processing que
· Determining the SLA of documentation imaged into our system of record (can be an SLA of (1) hour, (24) hours and beyond
Convergys - Nike company
Feb 2018 – Jul 2018
Call Center Representative
· Provide a positive customer experience by handling inbound customer calls
· Provide customer with up-to-date product information
· Answering customer questions regarding offering product, billing, equipment, features, service plans, activation and/or changes to account information
· Resolve any discrepancies with customers' accounts. Go Health Insurance Sep
2018 – Dec 2018
Tier 1 Sales Agent/ Engager (Seasonal)
· Handle inbound sales inquiries to effectively qualify individuals seeking health insurance plans and products in order to transfer those individuals to a licensed agent.
· Provide an excellent consumer experience for all callers, and be passionate about helping the aging and disabled community.
JP Morgan Chase (Manpower contractor) Sep
2014 – Apr 2017
Mail Processor / Data Entry
· Strong attention to details by verifying data on customer’s documents and processing according to customers detailed instruction.
· Verifying data on vouchers and payments to accompany documents. Enter payments amount into database system...
· Able to perform each function quickly and accurately.