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Nictosha Gaines

Nictosha Gaines




Customer Service Representative

Provided customers with product and service information
Identified, researched, and resolved customer issues using the computer system
Followed-up on customer inquiries not immediately resolved
Completed call logs and reports
Researched billing issues
Researched misapplied payments
Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner
Received numerous customer service awards for critical to quality accuracy, high turnovers, and increased customer renewals
Utilized Siebel software for data entry of customer service information for accuracy and quality control
Typed memos, correspondence, reports and other documentation including follow-up letters to customers to ensure their questions were addressed and to assure them of support throughout the life of their membership
Created customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems
Assist colleagues administratively typing letters, memos, and reports


Security Officer

Patrol property
Complete daily DAR (daily activity report) and incident report
Sign in guest and visitors
Assist 18-wheeler trucks with direction on property
Report to all emergency alarm systems when needed
Gather all information from drivers and trucks
Use computer software to print and save information of driver and truck log

Med Security

Security Officer

Open clinic building at 7a.m sharp
Assist patients with directions and proper way to sign in
Patrol property inside and out
Secure all medical supplies and medical supplies room
Observed and reported irregularities like leaking water pipes, security doors left unlocked, presence of unauthorized persons, bomb threats, elevator emergencies, etc
Registered record time of inspection trips at watch stations; Reported all incidents/accidents
Warned violators of rule infractions, such as loitering, smoking, or carrying forbidden articles
Permitted authorized persons to enter building; Performed other duties as assigned

Thurgood Marshall High School