Nikkole Sims-Tarver

1070 San Miguel Rd Apt# F17 Concord, Ca 94518 510-992-9792 nikki32@pacbell.net

Profile

Solid background in problem solving, team-building, leadership, mentoring, recruiting and negotiation skills with strong emphasis in telecommunications customer service administration and goal achievement. Consistently exceed sales goals and customer service expectations. Effective interpersonal, communications and conflict-management abilities. Proficient on Windows suite. June 2008 M.B.A. Business Administration, University of Phoenix B.S. Information Technology, University of Phoenix October 2003 Sept 2003-Apr 2012 AT&T, Residential/Retention Department, Oakland, CA Sales/Retention Representative Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism. Handles business transactions in connection with selling and activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. Required to achieve a sale quota. Has broad working knowledge of telecommunication practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Call Center. Assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. Assist in training, coaching, and mentoring new employees. Performs other duties as assigned by management. Project management experience. Plan and organized training programs with emphasis on new system integration Consistently earn highest rating in customer service quality survey.

Education

Career History

Wells Fargo Bank, Concord, CA

March 2000Sept. 2003

Loan/Bank Representative Handled billing and account inquiries. Managed finances for credit card customers. Responsible for credit/inbound and outbound collections, customer service, E-services, revenue, fraud, business and other duties as required. Developed and implemented policies and procedures over financial transactions, resulting in standardized reports. Coordinated relationships with other finance departments at Wells Fargo, which helped standardize procedures across all operating groups. Trained and supervised small office staff in general support procedures.

May 1999-March Providian Financial, Sacramento, CA 2000 Loan Agent/Manager Coordinated and facilitated training for the collections teams on how to perform collections activities on default loans/customers. Created and generated tracking of loans. Implemented critical thinking and problem solving to resolve issues. Contact applicants bank references in order to provide services. Sell and offer products for auto, home and credit card loans.