Nateshia Reid-Dixon

• Formulated and implemented robust quality service management strategies which resulted in improved service delivery to all both internal and external customers.
• Established an efficient workflow process, which lead to speedier customer response time.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Mentored and supervised a team of 32 employees in a fast-paced environment in offering service-oriented and solution-driven service to build lasting and satisfying client relationships.
• Implemented an efficient banking hall management and customer feedback systems which resulted in improvement in wait time, service delivery and customer satisfaction as per quality survey conducted.
• Cultivated a positive and customer-focused work environment that built productivity, innovation, operational improvement, and professionalism.

• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Assisted in developing and implementing customer service policies and procedures to enhance service quality.

• Collaborated with team members to identify process improvements and implement strategies to enhance customer support operations.
• Strengthened customer relationships and authored strategies to provide positive experience for customers.
• Addressed customer inquiries, complaints, and requests with professionalism and courtesy, maintaining a high level of customer satisfaction.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Developed and maintained positive relationships with clients to maximize collections.
• Established relationships with customers to encourage payment of delinquent accounts.
• Negotiated payment arrangements with customers to establish timely receipt of payments.

• Delivered high quality customer service as the first point of contact for customers, providing exceptional assistance via phone, email, and in-person interactions.
• Promptly actioned high volume of requests for accounts adjustments consistently meeting or exceeding service standard time.
• Resolved customer issues and complaints efficiently, maintaining a high rate of first-contact issue resolution.
• Efficiently interacted with customers from all backgrounds, providing detailed information about the products and services.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.