Nia Frierson
Pittsburgh
Summary
Results-driven leader constantly striving to bring progressive growth and new accomplishments. I am a proactive employee with strategic problem-solving skills, record of achieving challenging goals as well as the ability to make quick & proficient decisions.
Overview
9
9
years of professional experience
Work History
Benefits Customer Service Representative
Willis Towers Watson
09.2021 - Current
- Greet incoming callers with courtesy
- Explain health benefit details
- Handle confidential information with sensitivity
- De-escalate highly sensitive calls
- Notate the details of each call in a discretionary and professional manner
Mortgage Processor
Factual Data
10.2020 - 06.2021
- Updated borrowers’ credit reports and payment history for qualifying accounts
- Processed and sent updated reports to loan officers and loan processors
- Conducted conference calls with borrowers and creditors to obtain the applicable information
- Issued the consumer’s signed authorization forms to creditors
- Corresponded with loan officers and loan processors advising what paperwork is needed to complete any update(s) needed on the credit report
Manager in training
Journeys
07.2016 - 06.2020
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Pushed Product or Service revenue to new levels with more than $300,000 in yearly sales.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate products.
- Hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Led in sales meetings to stay abreast of current offers and product issues.
Education
High School diploma -
Agora Cyber Charter School
01.2017
Skills
- Telephone etiquette
- Strong organization
- Quick & proficient decision making
- Conflict management
- Customer service
- Active listening
- Product knowledge
- Adaptability and flexibility
- Critical thinking
- Live chat support
- De-escalation techniques
- Benefits administration
- Multitasking Abilities
Timeline
Benefits Customer Service Representative
Willis Towers Watson
09.2021 - Current
Mortgage Processor
Factual Data
10.2020 - 06.2021
Manager in training
Journeys
07.2016 - 06.2020
High School diploma -
Agora Cyber Charter School
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