Nakia Reed
Ashland
Summary
Dynamic Customer Service Representative with a proven track record at Alorica, excelling in problem resolution and active listening. Recognized for enhancing customer satisfaction and loyalty through effective communication and critical thinking. Skilled in data entry and quality control, consistently exceeding performance metrics and contributing to team success.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Revelations Counseling & Consulting
03.2025 - Current
- Assisted customers with inquiries, providing accurate information on products and services.
- Handled complaints and resolved issues, ensuring positive customer experiences.
- Maintained knowledge of company offerings to enhance service delivery.
- Processed transactions efficiently, utilizing point-of-sale systems to ensure accuracy.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Quality Assurance Representative
Alorica
11.2021 - 05.2025
- Conducted quality inspections to ensure compliance with product specifications and standards.
- Documented and reported defects, facilitating timely resolution with production teams.
- Assisted in implementing quality control procedures to enhance product reliability.
- Collaborated with cross-functional teams to address quality issues and improve processes.
- Participated in training sessions to enhance knowledge of quality assurance practices.
- Supported continuous improvement initiatives by providing feedback on quality procedures.
- Performed call audits to monitor regulatory compliance.
- Developed training materials for new hires, fostering a culture of continuous improvement within the QA team.
- Provided ongoing feedback to management and call representatives to foster improvement.
Customer Service Representative
Alorica
06.2017 - 11.2021
- Documented customer interactions clearly for future reference and follow-up actions.
- Adapted quickly to changing schedules and customer needs in fast-paced environment.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
CNA
EVEREADY
05.2016 - 02.2017
- Provided direct patient care, including assistance with daily living activities and mobility support.
- Monitored vital signs, documented changes, and reported significant findings to nursing staff.
- Assisted in maintaining a safe and clean environment through adherence to infection control protocols.
- Educated patients and families on care plans, fostering understanding and compliance with treatment regimens.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Education
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL06-2025
High School Diploma -
Washington And Lee High School
Montross, VA06-2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Call management
- Data collection
- Quality control
- Clerical support
- Dispute resolution
Timeline
Customer Service Representative
Revelations Counseling & Consulting
03.2025 - Current
Quality Assurance Representative
Alorica
11.2021 - 05.2025
Customer Service Representative
Alorica
06.2017 - 11.2021
CNA
EVEREADY
05.2016 - 02.2017
Associate of Arts - Business Administration
American InterContinental University
High School Diploma -
Washington And Lee High School
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