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Click here or scroll down to respond to this candidateWork HistoryNicoleMcKinneyContactAddressMemphis, TN Street Address
PhonePHONE NUMBER AVAILABLEE-mailEMAIL AVAILABLEmSkillsActive ListeningCustomer ServiceDatabase MaintenanceCall Center OperationsProduct and ServiceKnowledgeHigh-Volume EnvironmentsTyping Proficiency 65 WPMCustomer SupportWritten and OralCommunicationsCustomer DataConfidentialityCalm and Professional UnderPressureIssue and ComplaintResolutionResults-driven and highly qualified professional with a proven track record of exceeding client expectations. Notably recognized for providing outstanding customer service, increasing efficiency, productivity, and revenue. Skilled in analytical thinking and leading collaborative task-oriented process to increase overall organizational performance and customer satisfaction through strategic practices. Chat Support RepresentativeV Shred, Memphis, TNAnswered questions from customers that came inthrough the company's online chat feature.Walked customers through online demonstrations tosupport better understanding of product features.Promoted high customer satisfaction by resolvingproblems with knowledgeable and friendly service.Kept records of customer interactions ortransactions, thoroughly recording details ofinquiries.Enhanced productivity and customer service levelsby anticipating needs and delivering outstandingsupport.Engaged in conversation with customers tounderstand needs, resolve issues and answerproduct questions.2021-03 -2023-10Data Entry OperatorThe Midtown Group/FEMA, Memphis, TNConducted all calls with patience, tact, courtesy, and-empathy to determine needs, instructions andgathered details.Completes additional assigned tasks as required.Transcribes information into a federal governmentagency's Windows-based computer database asrequired, while conducting an intake call using the script provided.Performs high-volume data entry using wordprocessing, spreadsheet, database.Identify and correct errors using appropriate quality control methods. Provided phone number and2019-12 -2021-02Customer RetentionStrategiesMulti-Line TelephoneOperationEfficient Problem SolvingCall ControllingDocumenting CallsEfficient Data EntryManaging Multiple TasksEmpathy DisplayWriting skillsCustomer servicesDocumentation AndReportingCustomer EngagementTelephone EtiquetteOrder ProcessingCall DocumentationQuality ControlProduct and serviceknowledgeProduct KnowledgeTime management abilitiesData EntryReliabilityMedical terminologyknowledgeComplaint resolutionSelf Motivationagency referrals as necessary for applicablesecondary support organizations and otherassistance.Performed additional duties assigned based on level of support to the event; Registration Intake(RI),Helpline (HL), Transitional Sheltering Assistance (TSA), or COVID-19 related duties, as assigned.Customer Service RepresentativeLaSalle Network, Memphis, TNAssisted customers with account inquiries throughtelephone calls and emails with a 98% resolutionrate.Guaranteed positive customer experiences andresolved all customer complaints. Eliminatedcustomer complaints by 53% through effectiveproblem solving and training staff.Executed outgoing calls- callback managementand miscellaneous calls as assigned.Managed large amounts of inbound and outboundcalls in a timely manner.Fielded customer complaints and queries,fast-tracking for problem resolution.Upheld quality control policies and procedures toincrease customer satisfaction. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.Mentored new employees on procedures andpolicies to maximize team performance Handleddisputes leading to reduction in complaints and an increase in customer satisfaction rates 75%.2015-08 -2019-11Home CoordinatorShelby Residential And Vocational Services (SRVS), Memphis, TNDiscussed medical histories with patients in effort to provide most effective medical advice.Liaised with other healthcare professionals todevelop comprehensive patient care plans andprovide highest quality of care.Communicated with patients, ensuring that medicalinformation was kept private.2010-06 -2015-06EducationCertificationsTeamwork andCollaborationProblem-solving abilitiesMultitaskingRemote Office AvailabilityDecision-MakingEffective CommunicationGoal SettingMicrosoft OfficeUnderstanding CustomerNeedsActive ListeningComputer SkillsMS OfficeProfessionalismProblem-SolvingCreated customized care plans, working withhospital staff and families to assess and meetindividual needs.Successfully negotiated client contract renewals to create increased revenue.Recruited, hired and trained all staff, providingdirect supervision, ongoing staff development andcontinuing education to employees.Maintained schedule and event calendar.Processed timekeeper sheets and payroll.High School DiplomaSouth Side High School - Memphis, TNAssociate Degree : Medical Billing AndCodingUltimate Mesical Academy - 1255 Cleveland St,Clearwater, FL 337552023-05 -Current2022-08 Certified Nurse Assistant |
