Nikia B.

Experience

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  Macy's

  Oct 2005 - Apr 2007

  Sales Associate

  • Performed inventory on products annually. Operated price gun to scan items, recorded quantity and reported the valuation of those items. Uncovered salable items and increased the accuracy of inventory and profit report.• Answered customer inquiries over the phone. Searched products on computer system to locate items availability in area stores. Initiated calls to put items on hold for customer.• Operated cash register. Opened cash register, rung transactions throughout the day, and closed the register at the end of the night. Discovered opportunities for customer savings and opened credit accounts. Show less

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  Woodforest National Bank

  Oct 2007 - Jan 2010

  Retail Banker

  • Opened checking and savings accounts for new and existing customers. Identified customer’s needs through genuine, personal interactions, to ensure the right fit of products and services. Acquired high customer retention and satisfaction. • Raised proceeds for the Woodforest Charitable foundation. Collected donations by actively pursuing contributions by providing entertainment and refreshment in the branch or asked for contributions regularly following teller transactions. Achieved amazing results in the first year of collecting, with the highest collection of proceeds for Upstate New York• Balanced teller drawer within limits. Analyzed cash needs during the day and bought and sold to the vault to meet those needs. Complied with cash handling policies and passed all surprise cash audit by 100%.• Supervised the opening and closing operations of the bank. Delegated responsibilities to different levels of the team and reviewed the different steps before unarming or arming the branch alarm. Maintained the security of the branch. Show less

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  JPMorgan Chase

  Feb 2010 - Jul 2013

  Teller

  • Encouraged Tellers to become more efficient. Provided answers, coaching and oversaw customer interactions to increase knowledge and performance in alignment with the Customer Experience. Achieved immediate increase by 5% in OSAT (Overall Satisfaction) scores.• Prioritized and executed a multitude of Lead Teller tasks throughout the day including, verifying vault buys and sells, providing supervisor overrides, handling customer transactions on the teller line, preparing and verifying vault shipments. Maintained the highest volume of transactions and provided the appropriate degree of accuracy on a monthly basis.• Assisted management in scheduling for the branch. Overlooked the schedule initiated by management for any scheduling concerns and utilized appropriate mix of part time and full time staff behind the teller line. Achieved optimal coverage and reduced customer wait time significantly.• Resolved customer inquiries and account issues. Assisted with customer matters ranging from check orders and account fees to initiate the customer dispute process in the system and worked with Branch Operations Support to resolve account issues Show less

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  ADT

  Jul 2013 - Mar 2014

  Emergency Dispatch Operator/Customer Service Agent

  • Received high priority alarm signals. Made calls to customers, their emergency contacts and the appropriate authority (Police, Fire or Medical) and fulfilled their verbal instructions on handling the alarm. Responded quickly and precisely to alarms, average 15/hr., to be able to provide assistance to more customers.• Assisted customers with low priority maintenance signals. Made customers aware through contact or voicemail of the maintenance issue and transferred them to the appropriate work group or left the appropriate callback number to help troubleshoot the issue and find a solution. Nominated and presented with Royal Blue Award for delivering superior service and creating customers for life.• Received return calls from ADT security customers regarding voicemails and email messages. Made customers aware of alarm signal received, how the alarm signal was handled and the end result. Able to ease customer concerns regarding potential actual break-ins.• Troubleshooting technical issues with customer in regards to their alarm system. Helped customers to properly arm and disarm their alarm, reset alarm sensors, change panel code, bypass alarm zones. Showed the customer how to arm their system empowered them and helped them feel safe, secure and trusting their security with ADT Security.• Created work/service orders for customers. Scheduled technicians to make repairs and reprogram systems when troubleshooting over the phone was not sufficient, also scheduled installations and add-on service. Provided customers the convenience of having their systems working again promptly and feeling secure. Show less

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  National/Alamo Car Rental

  Jun 2014 - Apr 2015

  Rental Sales Agent

  • Rented vehicles for customers with reservations and walk ups. Offered insurance, GPS, toll pass device and pre-paid fuel options to every customer. Provided valuable customer service.• Inspected vehicle for damage, checked mileage and fuel levels upon return. Entered information into the computer system to produce customer’s receipt. Completed damage report, if damage found, and supply customer with a copy. Met and exceeded customers’ satisfaction with documenting any concerns, following-up with a manager for a callback and providing certificate for future rentals. • Answered telephone and checked voicemail messages. Responded to voicemail messages and executed requests or resolved all questions in a timely manner.• Reviewed reservation manifest daily and documented specialties needed for the day. Communicated specialties to car detailers. Worked with drivers to stock vehicles to satisfy reservation obligations for the day and stocked the vehicles for early morning specials for the next day. Show less

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  JPMorgan Chase & Co.

  Apr 2015 - Nov 2017

  Lead Teller Operations Specialist

  • Trainer for Rochester East LTOS-Trainees.• Maintained and organized records of the bank’s operations in preparation for audit review team.• Communicated policy and procedure changes to all employees and ensure they are followed to minimize losses. • Assisted manager in scheduling for the branch to meet the needs of the customers.• Prioritized and executed Lead Teller tasks throughout the day as verifying vault buys and sells, providing supervisor overrides, handling customer transactions on the teller line, preparing and verifying vault shipments. Show less

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  Gannett | USA TODAY NETWORK

  May 2017 - Mar 2020

  Mailer

  • Juggled advertisement inserts and place them unto a machine to be assembled with additional advertisements.• Collected printed newspapers and load them on to pallets.• Manually assembled newspapers to be distributed.• Separated advertisements and evenly distributed them amongst skids.

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  New York State Thruway Authority

  Apr 2018 - Nov 2020

  PT Toll Collector

  • Collected tolls from vehicle occupants.• Provided tickets for vehicles to enter the thruway.• Managed a cash drawer • Completed a deposit at the end of the shift.• Communicated with the dispatcher for the NYS Thruway Authority, as necessary.

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  FreedomCare

  Jul 2019 - Mar 2022

  Caregiver

  • Complete shopping and prepare meals• Provide companionship• Assist with grooming, toileting, and transferring• Provide management of medication• Set medical appointments

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  CooperVision

  Sept 2019 - Mar 2021

  Distribution Associate II (Picker)

  • Used hand jack to move pallets of totes.• Scanned totes to upload orders out of the queue and then fill them with requested product.• Maintained a neat working area.• Assessed the workload and execute the best system to get the work to shipping.

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  Monroe County Office of Probation

  Apr 2021 - Oct 2021

  Cashier II

  • Collected court and probation fees and provided receipt of payment.• Reconciled payments received by online, mail and in person pay by cash, card or check.• Completed cash balance and deposit at the end of each business day.

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  Carters Inc.

  Mar 2022 - Aug 2023

  Part-Time Sales Manager/Sales Associate

  • Key holder; Opened and closed the store and registers.• Ensured operational compliance by way of observations on the sales floor and communicating policy and procedure changes.• Sold credit card and Rewarding Moments benefits to customers to build customer loyalty.

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  JPMorgan Chase & Co.

  Aug 2022 - Oct 2023

  Lead Associate Operations

  • Constructed branch schedule to maximize staff coverage to meet customer demand of two branches.• Led the branch operations by way of communicating audit standards and compliance/regulation changes to all branch employees and partners.• Supported the Branch Manager in achieving a customer service driven environment that set on exceeding expectations and providing exceptional customer service. • Completed duties at the teller line as well as managed and executed ATM tasks and cash shipments. Show less