Nira Bowman-Brockington
Columbus
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Specialty Service Representative
CVS
Remote
09.2024 - 04.2026
- Addressed customer complaints with empathy and professionalism, enhancing overall satisfaction.
- Managed incoming calls from customers seeking assistance with their orders or other services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Resolved customer concerns with friendly, knowledgeable service, fostering positive customer relationships.
- Assisted customers with medication inquiries and prescription refills.
- Processed insurance claims and resolved billing discrepancies efficiently.
- Updated accounts with recent information and processed customer payments.
- Ensured a clean and organized work environment, contributing to safety and operational efficiency.
Customer Service Representative
Jensen Financial Group
Temple
07.2023 - 07.2024
- Documented customer interactions, transactions, and comments to enhance future service delivery.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Exhibited professionalism when resolving issues with difficult customers to foster positive experiences.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Delivered exceptional customer service to achieve high levels of customer satisfaction.
Call Center Representative
GC Services
Copperas Cove
06.2021 - 07.2023
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Recorded customer interactions, transactions, comments, and complaints to ensure accurate service history.
- Escalated unresolved issues to appropriate internal teams following established processes to enhance resolution efficiency.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls to ensure satisfactory resolution of customer inquiries.
U-Haul
Customer Service Rep
Atlanta
01.2019 - 03.2021
- Delivered attentive service to customers through in-person interactions and phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Utilized various software and tools to streamline processes and optimize performance.
- Addressed customer requests and inquiries to enhance overall satisfaction.
Education
Associates - General Studies
University of Maryland Global Campus
College Park, MD 07.2025 - 05.2026
High School Diploma -
Southwest Dekalb High School
Decatur, GACertification - Medical Billing Coding
Medcerts
RemoteSkills
- Customer Service
- Call Center Customer Service
- Complaint resolution
- Quality Assurance
- Task Prioritization
- Planning
- Decision-Making
- Flexible and Adaptable
- Microsoft Software Proficiency
- Problem-solving skills
- Communication skills
- Call Center Customer Service
Education and Training
other,other
References
References available upon request.
Timeline
Associates - General Studies
University of Maryland Global Campus
07.2025 - 05.2026
Specialty Service Representative
CVS
09.2024 - 04.2026
Customer Service Representative
Jensen Financial Group
07.2023 - 07.2024
Call Center Representative
GC Services
06.2021 - 07.2023
U-Haul
Customer Service Rep
01.2019 - 03.2021
High School Diploma -
Southwest Dekalb High School
Certification - Medical Billing Coding
Medcerts