Nickole Dawkins
Kingston
Summary
Committed to delivering exceptional service and unparalleled support. Dedicated to ensuring customer satisfaction. Comprehensive understanding of customer service best practices. Excels at finding innovative solutions to effectively address customer needs. Proficient in utilizing a range of strategies. Adept at providing exceptional service that consistently exceeds expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sagility
09.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- 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
- Analyzed customer feedback and market trends to make informed decisions about product and brand messaging
- 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 the 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
Senior Customer Service Representative
Concentrix / Microsoft B&M
01.2018 - 12.2020
- Responded to inquiries from callers seeking information
- Practiced proper probing and active listening techniques to assist with identifying the best product and or service for customers and placing the order online
- Corresponded with customers through email and telephone to track customers' orders online
- Educated customers about billing, payment processing, and support policies and procedures
- Scheduled and confirmed appointments, communicated with customers, and updated customer's records
- Met customer call guidelines for service levels, handle time, and productivity
- Recommended, selected, located, and obtained out-of-stock products based on customer requests
- Reduced process inconsistencies and effectively followed the company's best practices and protocols
Administrative Assistant
General Trading Company LTD
01.2017 - 01.2018
- Company Overview: Jamaica
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted 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
- Jamaica
Education
High School Diploma -
Clan Carthy High School
01.2017
Skills
- Microsoft Office Proficiency
- Efficient Data Entry
- Effective Calendar Management
- Detail-Oriented Data Processing
- Telephone Communication Skills
- Customer Relationship Management
- Proficient in Task Management
- Effective Conflict Management
- Effective Listening
- Collaborative Team Member
- Effective Time Management
- Concise Written Communication
Certification
UWI Open Campus
Customer Service and Telephone Techniques Certificate: Distinction
Timeline
Customer Service Representative
Sagility
09.2023 - Current
Senior Customer Service Representative
Concentrix / Microsoft B&M
01.2018 - 12.2020
Administrative Assistant
General Trading Company LTD
01.2017 - 01.2018
High School Diploma -
Clan Carthy High School
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