Nikia Abraham
Riverdale
Summary
Results-driven Customer Support Specialist with over 5 years of experience in customer service. Skilled in technical support and customer relationship management, enhancing client experiences through effective collaboration and attention to detail.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
Academy Sports + Outdoors
Remote
05.2026 - Current
- Communicated with customers via phone, email and online chats.
- Assisted customers with product inquiries and resolved issues effectively.
- Provided support during checkout processes to enhance customer satisfaction.
- Identified and escalated priority issues to appropriate teams for resolution.
- Handled returns and exchanges while following company policies and procedures.
- Documented all customer conversations in the database system accurately and thoroughly.
- Provided technical support for customers' account-related issues.
Member Advocate
eHealth
Remote
08.2023 - 05.2026
- Resolved member inquiries regarding health plan benefits and services, enhancing member understanding and satisfaction.
- Managed processing of membership applications, renewals, changes, and cancellations, ensuring timely updates to member records.
- Scheduled appointments for members to review benefits packages, facilitating informed decision-making.
- Utilized customer relationship management software to track member interactions.
- Generated reports regarding membership status, trends, and performance metrics.
Customer Support Specialist
Comcast
Remote
03.2018 - 08.2023
- Provided expert support to customers via phone, chat, and email channels.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Educated customers on products and services to enhance their experience with Comcast.
- Collaborated with technical teams to address service disruptions and escalated issues.
- Monitored service quality metrics to ensure compliance with company standards.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
Education
High School Diploma -
Towers High School
Decatur, GA05-2012
Some College (No Degree) - Health Administration
Herzing University
Dearborn, MISkills
- Customer relationship management
- Technical support
- Issue resolution
- Product knowledge
- Database management
- Client communication
- Service quality monitoring
Timeline
Customer Experience Agent
Academy Sports + Outdoors
05.2026 - Current
Member Advocate
eHealth
08.2023 - 05.2026
Customer Support Specialist
Comcast
03.2018 - 08.2023
High School Diploma -
Towers High School
Some College (No Degree) - Health Administration
Herzing University