Nisheka Taylor
Norfolk
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
GEICO, Government Employees Insurance
06.2024 - 04.2026
- Resolved customer inquiries efficiently through multiple communication channels, enhancing customer satisfaction.
- Utilized internal systems to document and track service requests, ensuring accurate record-keeping.
- Collaborated with team members to streamline processes, improving response times for customer issues.
- Provided training and mentorship to new representatives, fostering a cohesive team environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Debt Settlement Specialist
CKS Financial
05.2018 - 08.2023
- Assisted with the preparation of settlement documents for closing.
- Maintained and updated records of all settlements and related activities.
- Reviewed escrow instructions from customers and lenders to ensure accurate funding of transactions at close of escrow.
- Provided guidance and assistance throughout the entire loan process from pre-qualification through post-closing activities.
- Acted as a liaison between customers, lenders, title companies and insurance agents during the settlement process.
- Managed a high volume of incoming calls while providing excellent customer service.
- Processed payments received from customers on behalf of lenders.
- Assisted in resolving any post-closing issues related to settlements.
- Received and routed incoming calls and correspondence to promote timely communication.
- Negotiated payment plans and arrangements.
- Stayed calm and professional in situations and resolved conflicts to customer satisfaction.
- Facilitated communication and collaboration among disputants using mediation methods.
- Put together settlement options and development payment plans.
Shift Manager
Tropical Smoothie Cafe
01.2009 - 09.2011
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Performed regular price checks to ensure accuracy in pricing throughout the store.
- Assisted in resolving escalated customer service issues in a timely manner.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Resolved conflicts between staff members in a professional manner.
- Responded quickly and effectively to emergency situations as they arose.
- Reviewed security footage regularly for suspicious activities or theft attempts.
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Coached employees on interactions with customers to drive exceptional service.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Communicated with other shift managers to facilitate continuum of customer service.
- Directed and led employees and team members on effective operations, methods and procedures.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Identified needs of customers promptly and efficiently.
Education
Some College (No Degree) - Nursing Assistance
Tidewater Medical Training
Virginia Beach, VAHigh School Diploma -
I. C Norcom
Portsmouth, VA06-2007
Skills
- Customer Relations
- Root Cause Analysis
- Resource Allocation
- Quality Assurance
- Proficient in Excell and Microsoft
- Experience in Leadership
- Quantitative Skills
- Microsoft outlook
- Building rapport
- Clerical support
- Coordination
- Data entry
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
06.2024 - 04.2026
Debt Settlement Specialist
CKS Financial
05.2018 - 08.2023
Shift Manager
Tropical Smoothie Cafe
01.2009 - 09.2011
High School Diploma -
I. C Norcom
Some College (No Degree) - Nursing Assistance
Tidewater Medical Training
Education and Training
other,other