Nikita Williams

Nikita Williams Pensacola, FL 32503- Willing to relocate: Anywhere Authorized to work in the US for any employer Work Experience Client Experience Associate FULL Creative - Remote December 2017 to Present Fielding calls for countless businesses spread over the globe needing Efficiency, friendliness, and a positive attitude. Assume the roles of receptionist, tech support, or appointment-scheduler. Switching hats several times in a matter of minutes while maintaining an air of confidence. Communication skills that shine in both text and conversation, and be trusted to reliably in remote setting. Technical knowhow to operate our software and the ability to keep your cool in occasionally stressful and difficult situations. Technical Support Team Vivint Smart Home - Remote July 2017 to December 2017 Answer incoming calls from customers concerning technical support issues and inquiries in a professional, polite, and courteous manner. Walk customers through troubleshooting technical issues and concerns and provide suggested solutions and resolutions to questions and problems. Create service tickets for issues not able to be resolved over the phone. Answer customer’s billing questions/concerns. Accurately document and update records in required systems. Maintain diplomacy when addressing escalated matters Inspections Specialists Assurant - Round Rock, TX February 2016 to June 2017 Work with Clients processing property Damage inspections, Drive Bys and SAM REO orders. Request, Receive, follow up and process orders. Primary Contact for clients, homeowners and inspectors. Provide periodic updates to client and vendors. Monitoring inspections ensuring they are scheduled, completed and submitted for review. Responsible for auditing inspection results. Research difficult locations and making contact with property managers, homeowners and or contractors. Training for updates. Maintain Service Level agreement and turnaround time for processing. Invoicing Input Billing. Care Sprint Corporation - Temple, TX October 2015 to February 2016 Performed a variety of tasks including: answering inbound calls from Customers & Sales Agents; using multiple resources (including training) to research and resolve problems; answering questions and providing information related to services, equipment, and billing; as well as using a computer to compile and log data; all while providing accurate information in an empathetic, courteous, timely, and professional manner in accordance with Sprint protocols. Accomplishments Compliment and WOW Calls Skills Used Attention to Detail, Customer Satisfaction and Experience, De-escalation. Senior Process Specialists First National Bank Texas - Killeen, TX August 2013 to November 2014 Responsibilities Pull in extracts, review returned deposited checks, attempt to recover assets for company. Scan, fax and file pertinent paperwork, file bad checks with county. Accomplishments Organized, trained new hires. Leadership Skills Used Life skills, critical thinking, problem solving, collections, negotiating, customer contact and building rapport. Fraud Account Supervisor Capital One - Tampa, FL July 2012 to October 2013 Responsibilities Responsible for moderately complex research and analysis of account activity to access levels of risk. Takes appropriate corrective action through customer contact to verify legitimate usage. Provides, review and make analysis of risky or exception conditions. Securing our customers through fraudulent activities on their account and taking necessary steps to resolve discrepancies. Accomplishments Throughout my role as a Fraud Supervisor I gained knowledge of value, patience, and appreciation for one’s time in communicating not only for a business purpose but fortunately in my personal life. Being with Capital One allowed me to understand individuals’ needs on a daily basis. Skills Used Negotiation, Personality type training Account Ownership US Card Collections Capital One - Tampa, FL October 2010 to July 2012 Responsibilities Makes outbound collection calls; Receive calls after leaving effective messages. Adheres to company policy and procedures. Performs account level research. Participates in department activities. Overcome objections that customers have about making their payment toward their accounts and help them to understand their accounts and responsibilities. Accomplishments U.S Card Collections has enlightened me on responsibility and planning. To take control of finances and having a plan B to be successful. Skills Used Negotiation, de-escalation Loss Mitigation Negotiator Capital One - Tampa, FL April 2009 to October 2010 Responsibilities Utilizes an auto-dial and direct dial system to initiate customer contact. Determines reason for delinquency. Evaluates customers’ financial situations and negotiates for full payment or creates terms for repayment. May skip-trace to find and collect on delinquent accounts, also may work on special projects. Accomplishments With entering my adult years and given the opportunity to assist others with Auto Loans gave me an advantage to understand and share value of priority. Education Associates in Science Central Texas College - Killeen, TX 2013 to 2015 Skills • Life Skills, Negotiating skills, customer personality type training, team-oriented, self-management, peer-training, Active Listening training, data entry, 10-key, computer advanced, detailed, observant, customer friendly, great tone, advanced with numbers, verbal, professional skilled, fast learner, accuracy proficient, ability to problem solve with little interference. (10+ years) • Microsoft (10+ years) • Series 7 • Client Service • Call Center • Customer Service Assessments Customer Service Skills — Highly Proficient December 2018 Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Highly Proficient Analyzing Data — Completed February 2020 Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data. Full results: Completed Typing — Proficient February 2020 Transcribing text using a standard keyboard. Full results: Proficient Sales Fit — Proficient February 2020 Assesses personality traits that are important for sales roles. Full results: Proficient Sales: Influence & Negotiation — Completed February 2020 Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals. Full results: Completed Basic Computer Skills: PC — Highly Proficient February 2020 Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems. Full results: Highly Proficient Work Style: Reliability — Proficient February 2020 Tendency to be dependable and come to work. Full results: Proficient Scheduling — Highly Proficient February 2020 Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Highly Proficient Proficiency with Microsoft Office: Mail & Calendar (PC) — Highly Proficient February 2020 Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Highly Proficient Cognitive Ability — Proficient February 2020 Combining pieces of information to form general rules or conclusions. Full results: Proficient Written Communication — Proficient February 2020 Best practices for writing, including grammar, style, clarity, and brevity. Full results: Proficient Problem Solving — Highly Proficient February 2020 Measures a candidate's ability to analyze relevant information when solving problems Full results: Highly Proficient Verbal Communication — Proficient February 2020 Speaking clearly, correctly, and concisely. Full results: Proficient Customer Focus & Orientation — Proficient February 2020 Responding to customer situations with sensitivity. Full results: Proficient Administrative Assistant — Expert March 2020 Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Expert Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.