Nyasha Nabors
Charlotte
Summary
Diplomatic Customer Service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
12
12
years of professional experience
Work History
Contact Center Representative
TD Bank
Charlotte
02.2023 - Current
- Managed customer inquiries through various communication channels.
- Resolved account issues by researching and troubleshooting effectively.
- Assisted customers with product information and service options.
- Documented interactions accurately in the customer relationship management system.
- Collaborated with team members to improve service delivery processes.
- Educated customers on digital banking tools and features.
- Handled escalations by providing effective solutions and support.
- Maintained compliance with banking regulations and company policies.
- Provided technical support to customers on products or services offered by the company.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Tracked orders to ensure timely delivery to customers.
- Identified opportunities to upsell additional products or services.
- Assisted customers with order placement and payment processing.
- Educated customers on features and benefits of products or services.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Call Center Representative
Disys/Spectrum
Charlotte
11.2020 - 03.2023
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Call Center Customer Service Representative
Conduent/Continuum
Charlotte
07.2018 - 09.2020
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted 30-40+ callers per week in fast-paced environment.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Documented conversations with customers to track requests, problems and solutions.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
Call Center Customer Service Representative
Converys
Charlotte
01.2017 - 06.2017
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Assisted 1000+ callers per week in fast-paced environment.
- Documented conversations with customers to track requests, problems and solutions.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
Drive-Thru Cashier
Wendys Restaurant
Charlotte
06.2015 - 02.2016
- Prepared drinks, ice cream and other special items to complete prepared food orders.
- Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
- Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.
- Kept customer and food preparation areas clean and well-organized for maximum efficiency.
Cashier
Subway
Mint Hill
10.2014 - 06.2015
- Operated cash register, collected payments and provided accurate change.
- Greet and serve customers
- Prepare food in a timely manner
- Maintain food safety precautions and sanitize
Education
High School Diploma -
Independence High School
Charlotte, NCAssociate Degree in Nursing -
Southeastern Institute - Charlotte
Charlotte, NCSkills
- Call center operations
- Call controlling
- Training and development
- Professional telephone voice
- Interpersonal skills
- Performance monitoring
- Customer communications
- Call documentation skills
- System documentation
- Call center experience
- Payment processing
- Data entry
- Resolving issues
- Providing customer support
- Account updating
- Communicating with clients
- Quality assurance controls
- Order processing
- Problem resolution
- Communication skills
- Time management
- Conflict resolution
- Active listening
- Script adherence
- Call handling
- Complaint resolution
- Answering questions
Education and Training
other,other
Experience
["Cashiers"],["Customer Service Representatives"],["Customer Service Representatives"],["Customer Service Representatives"]
Timeline
Contact Center Representative
TD Bank
02.2023 - Current
Call Center Representative
Disys/Spectrum
11.2020 - 03.2023
Call Center Customer Service Representative
Conduent/Continuum
07.2018 - 09.2020
Call Center Customer Service Representative
Converys
01.2017 - 06.2017
Drive-Thru Cashier
Wendys Restaurant
06.2015 - 02.2016
Cashier
Subway
10.2014 - 06.2015
High School Diploma -
Independence High School
Associate Degree in Nursing -
Southeastern Institute - Charlotte