Customer Service Quality Assurance

PHONE-315-***-**** *****-**********@*******.***

NIKKI D. BAILEY

OBJECTIVE

To obtain a position that will utilize my work experience and customer service skills and help me expand my knowledge base.

EDUCATION

[2005] El Sereno High School High School Diploma [2009] University of Phoenix Some College

WORK EXPERIENCE

[February 22, 2011 – September 1, 2011] Everest University Online Student Loan Specialist Worked with past students to ensure they did not default on their student loans. Contacted students weekly using email, Facebook, letters, information packets, text messaging, and phone calls to available numbers on file. Informed students about options available to them such as deferments, forbearances, and payment plans. Gathered personal information from students to be sure right option was chosen that would be most appropriate for students current situation Used skip tracing methods to find past students using online search tools, Nexxus and other available programs Worked daily with Excel spreadsheets to track students and personal stats Used Microsoft word daily for email and messaging templates, as well as to print labels for envelopes and bulk letters. Faxed and emailed paperwork and documents to student lenders for processing. Worked in direct contact with student lenders, such as Sallie Mae and Great Lakes Student Loans, to get deferments and forbearances on record for students. [October 2009 – May 1, 2010] Assurant Solutions Customer Service Representative Call center representative working directly over the phone with customer and clients regarding warranty claims. Opened claims and authorized service and replacements for customers who experienced issues with products. Did basic trouble shooting over the phone with customers. Strong knowledge of programs used: AG Knowledgebase, Agent

Desktop, Lotus Notes, and Sametime Messenger on a daily basis. Trained in campaigns of Home Depot, Nebraska Furniture Mart, CompUSA, and many jewelry campaigns on November 3, 2009. Within 90 days also moved up to be trained on Home Warranty claims, as well as the largest client of Whirlpool/Maytag who demands superior customer service and problem solving skills. Offered a Level II position within 6 months of being hired for superior performance, and surpassing expectations on both “Quality Assurance” and attendance. [July 2008–September 2009] University of Phoenix Sr. Associate Customer Resource Specialist Front line for Registrar’s office and University Services in call center environment Assist customers over the phone with transcript ordering, letter processing, graduation questions, as well as name changes and general questions. Learned to use Knowledgebase and Policies and Procedures to find answers to both internal and external questions. De-escalated students, and learned to read situations to know when it was appropriate to make exceptions, or request exceptions from Supervisors, while practicing proper problem solving Used interpersonal communication and electronic communication both over the phone with customers and face to face with other employees. Strong knowledge of systems used: Oracle Financial, NewSource, Osiris, and Workbench. Professional and effective written and oral communication at all times. Took escalated calls, and handled the escalated situations for the Supervisors. Processed the incoming release forms and rush requests by fax. Granted exceptions for students based on the issue and situation. Used discretion with student sensitive information at all time. [June 2005-July 2008] Vector Marketing Senior Field Sales Manager In charge of interviewing and training new employees. Create and maintain customer base. Received extensive training in interpersonal communications, time management, and the importance of an individual’s attitude regarding accomplishments. Attended sales conferences and participated in extensive workshops with individuals in her peer group and managers of the corporate staff. Received summer excellence awards, Rising Star in 2005, and President’s Club in 2005, 2006, and 2007. [September 2007-April 2008] Bowlers Paradise Office Manager/Supervisor Supervise call center and customer service representatives and assist with any issues with orders, technical support, and returns. Deal with upset or angry customers that are unhappy with their online orders.

Download and process orders from elitebowling.com. Generate sales quotes, orders and invoices. Process shipments through FedEx for returns and international orders. [ 2006-2007 ] CBM Construction Apprentice Carpenter Learn the trade of carpentry while building custom homes. Duties included: packing lumber, installing hold-downs, hardware, bolts, and Tivek papering. Nailing off subfloors, siding and sheer panel. Daily cleanup of job site. [ 2005 ] Carmichael Honda Motorsports Parts Clerk General office and administrative work. Customer service for parts and service department. Duties included scheduling service appointments and special order and receiving. Worked with warranty claims, stock adjustment returns and basic returns. [ 2004 – 2005 ] Nor- Cal Motorsports Parts Data Clerk General office duties including receptionist, data entry and cashier. Customer service for parts and service department. In charge of inventory control including ordering, pricing and stocking parts. Used Quick Books Pro for accounts receivable.

SUMMARY OF QUALIFICATIONS

Motivated customer service professional who demonstrates strong communication skills and ability to establish rapport with clients. Self-motivated individual, who leads by example, and establishes a professional work environment. Pays attention to detail, and policies and procedures, while demonstrating a willingness to assist fellow employees and customers alike.

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