Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikki Mikell

Hattiesburg

Summary

Experienced customer service professional with a strong background in delivering exceptional support and operational excellence. Proficient in office support, Microsoft Office, and CRM tools. Resolves customer issues and ensures high levels of satisfaction. Skilled in order and refund processing, conflict resolution, and providing technical support. Demonstrated ability to collaborate effectively with cross-functional teams and implement process improvements to enhance productivity and elevate the overall customer experience.

Overview

10
10
years of professional experience

Work History

Remote Customer Experience & Technical Support Specialist

Transcom
03.2020 - Current
  • Maintained a high satisfaction rate by delivering customer service and technical support via phone, chat, and email.
  • Troubleshot software, hardware, and connectivity problems, increasing first-contact resolution.
  • Processed orders, returns, and refunds, reducing resolution time.
  • Logged interactions and follow-ups in Salesforce CRM for accurate tracking.
  • Participated in process improvements alongside internal teams, optimizing overall team performance.

Remote Customer Service Representative

Conduent
12.2018 - 01.2020
  • Handled 60+ customer interactions per shift via phone, chat, and email, maintaining a 95% first-call resolution rate.
  • Updated Salesforce CRM with customer data, workflows, and service notes.
  • Surpassed call handling and productivity benchmarks consistently.
  • Boosted retention by addressing and solving critical customer problems.

Front Desk Receptionist

Hattiesburg Clinic
09.2015 - 10.2016
  • Oversaw patient check-ins, organized weekly appointments exceeding 100.
  • Recorded and monitored patient information with strict attention to HIPAA compliance.
  • Implemented a new filing system, reducing document retrieval time by 30%.
  • Coordinated with medical staff to reduce patient wait times by 15%.

Education

High School Diploma -

Oak Grove High School
Hattiesburg, MS

Skills

  • CRM Software: Salesforce
  • Microsoft Office
  • Email & Chat Support
  • Incident management
  • Technical troubleshooting
  • Remote diagnostics

Timeline

Remote Customer Experience & Technical Support Specialist

Transcom
03.2020 - Current

Remote Customer Service Representative

Conduent
12.2018 - 01.2020

Front Desk Receptionist

Hattiesburg Clinic
09.2015 - 10.2016

High School Diploma -

Oak Grove High School

Similar Profiles

CREATE PROFILE
Nikki Mikell