NIKIA MACKLIN
Charlotte
Summary
Experienced with coordinating and managing service operations to ensure optimal performance. Utilizes strong communication and organizational skills to streamline processes and enhance customer satisfaction. Knowledge of team collaboration and effective problem-solving to meet dynamic needs.
Overview
10
10
years of professional experience
Work History
Service Coordinator
ASSA ABLOY Door Group
02.2023 - Current
- Coordinated service schedules to optimize efficiency and enhance customer satisfaction.
- Managed logistics for product deliveries, ensuring timely and accurate fulfillment of client requests.
- Developed and maintained strong relationships with clients, addressing inquiries and resolving issues promptly.
- Implemented process improvements that streamlined workflows, reducing service response times significantly.
- Trained and mentored junior staff on best practices in customer service and operational procedures.
- Collaborated with cross-functional teams to align service offerings with organizational goals and client needs.
- Analyzed service metrics regularly to identify areas for improvement and drive strategic initiatives.0
National Account Coordinator
Academy Fire
11.2018 - 11.2023
- Schedule and route service technicians on daily service calls
- Control detailed parts inventory ensuring necessary product availability
- Interact with customers on sales and information regarding their equipment needs
- Submit and follow-up on billing inquiries and customer invoicing
- Work directly with vendors, getting product info, payment info, and creating lasting relationships for future business.
- Developed innovative approaches for resolving customer inquiries, complaints, and disputes in a timely manner.
Customer Service Representative Specialist
Grove Car
01.2017 - 11.2018
- Create plans to address clients’ business needs
- Schedule regular meetings with customers to ensure they are satisfied
- Act as point of contact for complaints and escalate issues as appropriate
- Help sales team up-sell or cross-sell services and products
- Ensure both the company and clients adhere to contract terms
- Study competition to find new ways to retain customers
- Set sales and revenue targets and work diligently to meet them
- Collaborate with internal teams (e.g., sales, marketing and finance) to address customers’ needs.
Client Services Associate
TriNet Group, Inc
06.2015 - 01.2017
- Responsible for the accurate description of any agreement on deliverables, schedules, and metrics
- Responsible for customer retention, working closely with the cross-functional team and providing periodic
- Business updates to customers regarding retention-related matters
- Guide customer leadership, focusing on both short and long-term strategies with integrated TriNet solutions
- Provide cost/benefit analyses for customer leadership to understand cost implications and develop strategies
- For retaining and expanding TriNet HR Operational services
- Facilitate customer and internal relationships, utilizing a consultative and coaching approach
- Provide business analytics and alert customer leadership to key internal and/or external business issues and trends that affect business results
- Secure necessary resources and manage projects to design, develop and deliver appropriate solutions to address
- Business opportunities, per policy, for each assigned customer
- Build and foster positive and effective business relationships with day-to-day operational contacts within assigned customers.
Education
Certificate - Project Management
THE Technical Institute of America
01.2016
Associate in Arts (A.A.) - undefined
Briarcliffe University
Bethpage, NY06.2013
Skills
- Program Management
- Excel
- MS PowerPoint
- Salesforce
- Customer Service
- Microsoft Office
- Program Development
- Microsoft Project
- Logistical Planning
Timeline
Service Coordinator
ASSA ABLOY Door Group
02.2023 - Current
National Account Coordinator
Academy Fire
11.2018 - 11.2023
Customer Service Representative Specialist
Grove Car
01.2017 - 11.2018
Client Services Associate
TriNet Group, Inc
06.2015 - 01.2017
Associate in Arts (A.A.) - undefined
Briarcliffe University
Certificate - Project Management
THE Technical Institute of America
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