Nachay Lewis
Lawrenceville
Summary
Dynamic retention specialist with Comcast, adept at enhancing customer loyalty through exceptional service and first-call resolution. Proven ability in conflict resolution and proficient in order processing, consistently meeting metrics while fostering strong relationships. Committed to delivering value and resolving complex issues efficiently in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Retention Specialist
Comcast
Colorado Springs
09.2019 - 04.2023
- Promoting and selling new products and services
- Understanding competitive environment
- Multitasking between multiple tools and systems and applying information and knowledge to customer situations
- Explaining basic account information including their billing statements, products and services, focusing on first call resolution, retaining revenue, and building value
- Finding opportunities to identify products and services that can be sold to the customer
- Overcoming objections and concerns
- Resolving customers issues through problem solving, active listening, and professionalism
- Working in a fast paced environment and handling stressful situations and manage and diffuse upset customers
- Meeting established metrics
- Working independently and utilizing resources to solve customer issues
- Order entry and processing orders
- Light troubleshooting
- Notation of interactions with customers
Customer Service Representative
Spectrum
Colorado Springs
09.2018 - 08.2019
- Established and maintained professional relationships with customers
- Addressed questions and concerns about cable, internet, and phone bill
- Process payments and offered suggestions to self-care options
- Processed customer orders in a efficient and courteous manner
- Effectively presented and discussed Spectrum products and services
- Managed Customer interaction in a professional and courteous manner
- Effectively addressed customer questions and concerns
- Remained up to date current and knowledgeable on every aspect of supported products
- Facilitated customer issue escalations to local management and support as required
- Accurately documented customer account records based on actions taken
- Having excellent interpersonal skills and being able to multi-task
Customer Service Inbound Call Center Representative
Progressive (Innosource)
Colorado Springs
11.2017 - 07.2018
- Took inbound calls and handled transactions such as taking payments, reinstatement, cancellations, and renewals
- Adhered to customer service procedures
- Provided excellent customer service in order to generate loyal clientele
- Answered a high volume of calls per day by addressing customer inquiries, provided solutions, and provided new product information
- Building trust be understanding and identifying the needs of the customers
- Being proficient in their systems programming
- Working in a fast paced and multi-tasking environment
- Having excellent attendance and time management
Assistant Floor Supervisor
Goodwill Industries of North Georgia
Lawrenceville
08.2015 - 09.2017
- Complied with all store and security procedures
- Meet mandatory yearly training requirements
- Assisted store and assistant manager with store operations
- Opened and closed the store as needed
- Assisted in performing daily administrative / clerical functions of store operations and cash transactions
- Maintained the general appearance of store
- Ensured the enforcement of store safety
- Assisted in the training of retail associates
Sales Associate, Cashier and Donor Specialist
Goodwill of North Georgia
Lawrenceville
06.2013 - 09.2017
- Assisted customers in locating and/or selecting merchandise
- Processed customer service transactions bag merchandise and thank the customer for shopping at Goodwill
- Merchandise quality items on sales floor to maximize profits that were used to support the Goodwill mission
- Accurately conducted sales transactions and maintain cash and credit card control by following proper procedures regarding voids, refunds, checks, credit cards
- Gave excellent customer service and remained calm and professional under stressful situations
- Maintained a safe work environment at all times by following company safety regulations
Electronic production associate
Goodwill Industries of North Georgia
Lawrenceville
06.2013 - 09.2017
- Removed salvage material and garbage from salable goods
- Evaluated and determined product value
- Prepared salable goods for the company
- Maintained adequate merchandise
- Processed and removes unsold items as appropriate
Safety Ambassador
Goodwill Industries of North Georgia
Lawrenceville
06.2013 - 09.2017
- Updated safety bulletin board daily assist with daily safety and trainings and stretches at huddles
- Conducted weekly documented inspection for hazards attended weekly meetings with management for inspection purposes attended monthly meeting to ensure safety of employees trained new employees to properly handle equipment
Counter control operator
Brunswick Zone
Lawrenceville
04.2012 - 02.2013
- Greeted guests and informed guests of center services, promotions, and prices
- Sold center services (specials, leagues, tournaments, bar, food)
- Properly assigned guests to lanes, took reservations and managed waiting lists when necessary
- Kept track of open play lanes (activity and inactivity) and assigned them to customers
- Rented shoes, sanitized them upon return and helped customers locate suitable house balls
- Operated register, control panel, computer, Cosmic equipment, and P/A
- Maintained safe work environment for guests
- Handled complaints and customer telephone inquiries
- Notified Mechanic or Pinsetter Technician promptly of any mechanical failures
- Maintained records of daily operation, as required
- Handled cash and transactions in accordance with company policies and procedures
- Counted cash drawer per company procedures
- Provided friendly, courteous, polite, and helpful guest service
- Assisted guests with automatic scorers and bumpers
- Made changes, corrections, and aids in the use of scoring devices
- Gathered, stored, and counted redemption tickets, distributed prizes
- Set up variety of equipment: Set up automatic scorers with league sheets; Set up and took down bumpers
- Cleaned billiard and game rooms (brushes tables, cleans floors, and dusts lights)
- Cleaned toilets, urinals, and sinks in restrooms before each league and during appropriate intervals
- Removed bowling balls from ball return and returned to ball racks
- Removed chipped and cracked bowling balls from racks as needed
- Cleaned up wet and dry spills
- Cleaned approaches, seating area and consoles after each league, party or open bowlers
- Removed garbage from building and replaced plastic garbage can liners, as needed
Script Supervisor
2-G Multi-Media, Incorporated
Atlanta
12.2011 - 01.2012
- Maintained the stability of the script during pre-production, filming, and post-production
- Maintained a detailed log of daily scene shots slated for production
- Coordinated the activities of the camera crew on a scene by scene basis to maintain scene consistency
- Kept records, such as type of camera and lighting equipment used for each scene, and prepared daily activity and progress reports
- Listened to dialogue and informed cast of deviations from script
Set Production Assistant
2-G Multi-Media, Incorporated
Atlanta
12.2011 - 01.2012
- Loaded and unloaded equipment
- Helped distribute paperwork
- Managed production staff equipment
- Assisted in set lock downs
- Assisted in the direction of background action and the supervision of crowd control
- Assisted in the functioning of the shooting set and crew
- Arranged the set and setting up lighting
Education
Bachelor in Science - Psychology
Georgia Southwestern State University
Americus, GA12-2011
College Preparatory - General
Central Gwinnett Lawrenceville High School
Lawrenceville, GA01.2007
Skills
- Customer Service
- Call Center
- Customer Care
- CSR
- Customer Support
- Typing
- Order Entry
- Microsoft Excel
- Microsoft Office
- First call resolution
- Customer retention
- Order processing
- Time management
- Interpersonal communication
- Conflict resolution
- Active listening
- Billing inquiries
- Relationship building
- Attention to detail
- Documentation
- Decision-making
- Reliability
- Excellent communication
Personal Information
Authorized To Work: US
Accomplishments
- National honor roll
- Band
Timeline
Retention Specialist
Comcast
09.2019 - 04.2023
Customer Service Representative
Spectrum
09.2018 - 08.2019
Customer Service Inbound Call Center Representative
Progressive (Innosource)
11.2017 - 07.2018
Assistant Floor Supervisor
Goodwill Industries of North Georgia
08.2015 - 09.2017
Sales Associate, Cashier and Donor Specialist
Goodwill of North Georgia
06.2013 - 09.2017
Electronic production associate
Goodwill Industries of North Georgia
06.2013 - 09.2017
Safety Ambassador
Goodwill Industries of North Georgia
06.2013 - 09.2017
Counter control operator
Brunswick Zone
04.2012 - 02.2013
Script Supervisor
2-G Multi-Media, Incorporated
12.2011 - 01.2012
Set Production Assistant
2-G Multi-Media, Incorporated
12.2011 - 01.2012
Bachelor in Science - Psychology
Georgia Southwestern State University
College Preparatory - General
Central Gwinnett Lawrenceville High School
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