Nikeesha G. Peterson
86 Store Bay Local Rd., Bon Accord, Tobago: Trinidad & Tobago.
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Senior Customer Service Advocate
Telecommunications Services Of Trinidad And Tobago Limited
Tobago
09.2001 - 07.2022
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Stocked shelves and managed inventory through forecasting, auditing and cycle counts and management
- Prepared and validated numerous reports and paperwork to boost efficiency, monitor staff productivity levels, revenue, customer satisfaction, inventory control, marketing intelligence and employee engagement.
- Worked extensively in the preparation of the district’s Annual Operating Plan (AOP).
- Organized Customer Education Visits.
Retail Lending Administrative Clerk
Scotiabank Trinidad & Tobago Limited
Tobago
09.1998 - 08.2001
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships.
- Served customers and followed outlined steps of service.
- Used coordination and planning skills to achieve results according to schedule.
Education
Master Of Business Administration - Business Administration And Management
Australian Institute of Business
CTS College Of Business & Computer Sciences - Trinidad01.2018
Bachelor Of Arts - Business Administration And Management
University of Hertfordshire
CTS College Of Business & Computer Sciences - Trin12.2012
Skills
- Responding to Difficult Customers
- Customer Service Process Improvement
- Upselling Products and Services
- Productivity Standards
- Customer Account Management
- Articulate Communication
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Stockroom Organization
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Operational Efficiency
- Attendance Guidelines
- Service Quality
- Client Satisfaction
- Client Service
- Technical Support and Assistance
- Training and Development
- Providing Feedback
- Client Relationships
- Call Controlling
- Company Safety Procedures
Timeline
Senior Customer Service Advocate
Telecommunications Services Of Trinidad And Tobago Limited
09.2001 - 07.2022
Retail Lending Administrative Clerk
Scotiabank Trinidad & Tobago Limited
09.1998 - 08.2001
Master Of Business Administration - Business Administration And Management
Australian Institute of Business
Bachelor Of Arts - Business Administration And Management
University of Hertfordshire
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