NaKeia Young
Atlanta,MI
Summary
Customer Service Representative bringing top-notch skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
12
12
years of professional experience
Work History
Retention Customer Service Representative
State Farm
02.2014 - Current
- Maintained a customer resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction
- Participated in proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM Software and customer service.
- Trained new hires on products, services, best practices and protocols to reduce process gaps.
- Assisted over 100+ Customer daily via phone, email, chats and web mails.
- Successfully multi tasked while navigating various functions of the companies management systems.
- Assisting clients with filing and providing updated information for insurance claims.
- Utilized numerous systems to process credit, debit and EFT payments.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Mentored new employees on procedures and policies to maximize team performance.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
Sales Associate Team Leader
Xfinity Comcast
06.2012 - 02.2014
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Engaged with customers to effectively build rapport and lasting relationships.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
- Handled 30+ Outbound/Inbound calls daily
Education
High School Diploma -
Avondale High School
Avondale Estates, Georgia05.2004
Skills
- Working efficiently within a remote setting
- Problem Resolution
- Process Transactions
- Customer Data Confidentiality
- Corporate Standards
- 55wpm Typing Speed
- Issue and Complaint Resolution
- Performance Goals
- Adaptability
- Call Center Environment
- Customer Service
- Sales Force/ Microsoft Teams
- Handling 60 Calls Per day
- Punctuality
- Operating/ multitasking between multiple systems and applications
- Salesforce, Que Manger, Hercules, Workday and expertise in all Microsoft applications
Timeline
Retention Customer Service Representative
State Farm
02.2014 - Current
Sales Associate Team Leader
Xfinity Comcast
06.2012 - 02.2014
High School Diploma -
Avondale High School
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