Nickole Dawkins
Summary
Committed to delivering outstanding service and unparalleled support and strive to ensure customer satisfaction. With a deep understanding of customer service best practices, excelling at finding innovative solutions to effectively address customer needs. Proficient in utilizing a range of strategies, adept at providing exceptional service that exceeds expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Brand Advocate
Sagility
09.2023 - Current
- Consistently maintain 100% Quality score on average each month, 75-100% NPS score
- Cultivated relationships with key stakeholders, external and internal members to create positive brand experiences.
- Built and maintained positive relationships with members by utilizing resources to deliver prompt service and prioritizing members needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed customer feedback and market trends to make informed decisions about product and brand messaging.
Technical Service Representative
Startek / AlticeUSA
02.2022 - 07.2023
- Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Complied with HIPPA regulations relating to customer privacy and security.
- Recommended replacement parts and upgrade options based on customers' specific budgets and needs.
- Managed approximately 30-50 calls and responded to technical support needs.
Snr Customer Service Representative
Concentrix / Microsoft B&M
01.2018 - 05.2021
- Track customers orders online
- Practiced proper probing and active listening techniques to assist with identifying the best product and or service for customer and placing the order online
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively followed company's best practices and protocols.
- Responded to inquiries from callers seeking information.
- Corresponded with customers through email and telephone.
- Set and confirmed appointments, communicated with customers , and updated customers records.
Administrative Assistant
General Trading Company LTD
01.2017 - 01.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Liaised between clients and vendors and maintained effective lines of communication.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed filing system, entered data and completed other clerical tasks.
- Volunteered to help with special projects of varying degrees of complexity.
Education
High School Diploma -
Clan Carthy High
Kingston, Jamaica2007
Skills
- Empathy
- Customer Engagement
- Data Entry
- Inbound and Outbound Calling
- Appointment Scheduling
- Product Knowledge
- Call center procedures
- Adaptive team player
- Microsoft Office Suite
- Multi-Task Management
- Customer Relationship Management (CRM)
References
- Julecia Johnson, Snr Team Lead, 1.876.823.7367, juleciaorchid@gmail.com, Concentrix
- Seth Pinnock, Sales Consultant, 1876-799-6597, sethpinnock@gmail.com, IBex Global
Expertise
- Microsoft Suite, Proficient
- Communication, Advanced
- Typing, Proficient
- Active Listening, Mastery
- Emphaty, Advanced
- Your Expertise Here, Proficient
- Customer Service Representative, Proficient
- Tech Savvy
Certification
- Customer Service Representative Training - 2017
Timeline
Brand Advocate
Sagility
09.2023 - Current
Technical Service Representative
Startek / AlticeUSA
02.2022 - 07.2023
Snr Customer Service Representative
Concentrix / Microsoft B&M
01.2018 - 05.2021
Administrative Assistant
General Trading Company LTD
01.2017 - 01.2018
High School Diploma -
Clan Carthy High
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