Nekisha Davis
Rocky Mount
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
KeyHolder/Lead CSR
American Freight Furniture and Mattress
02.2024 - 03.2025
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Taking payments, opening and close the store
- Created new customer accounts
- Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
Customer Service Representative
Alorica
01.2022 - 12.2024
- Research customer accounts, provide product, services and sales information, assist with billing inquiries, and documented accordingly
- Follow standard procedures, guidelines, and policies to fulfill customer needs
- Performed sales analytics and provided recommendations that increased sales
- Answer customer questions or concerns about their bill and inquires
- Set up pay arrangements
- Took payments over the phone per customer request
- Sale products, upselling offered promotions
Customer Service Representative
Focus call center
03.2020 - 04.2022
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Handled an average of escalations per day, engaging with customers in a friendly, courteous, and professional manner
- Responded to more than multi customer service inquiries, including a large percentage of self-service calls
- Responded to a large number of calls related to product and service inquiries
- Responsible for collecting payments
- Troubleshooting customer phone products
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company
Tier 1 Technical Support Representative
Continuum Global Solutions
06.2017 - 10.2019
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
Customer Service Representative
Qualfon
08.2017 - 06.2018
- Received inbound support calls to assist teachers, students and associated staff with services and related issues to remote learning tools
- Communicated with technicians and IT department to resolve technical issues and creating troubleshooting tickets for extensive issues
- Handled complaints, troubleshooted problems and provided resolutions for educational support websites, tools and associated programs
Education
High School Diploma - Business
Southern Nash Senior High
Bailey, NC05.1999
Skills
- Experienced in software utilization
- Microsoft Office proficiency
- Sales expertise
- Customer engagement
- Point-of-sale operations
- Data entry
- Cash management
- Strong verbal communication
- Troubleshooting and technical support
- Time management
- Point of sale systems
- Conflict resolution
- Multitasking
Certification
Customer Service Certificates
Timeline
KeyHolder/Lead CSR
American Freight Furniture and Mattress
02.2024 - 03.2025
Customer Service Representative
Alorica
01.2022 - 12.2024
Customer Service Representative
Focus call center
03.2020 - 04.2022
Customer Service Representative
Qualfon
08.2017 - 06.2018
Tier 1 Technical Support Representative
Continuum Global Solutions
06.2017 - 10.2019
High School Diploma - Business
Southern Nash Senior High
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