Nikketta Durham
Greenville
Summary
Customer service professional with proven track record in leading counter operations and ensuring smooth customer interactions. Known for strong team collaboration and results-driven approach. Reliable and adaptable, excelling in dynamic environments with skills in customer service and problem-solving.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service
United Physician Group
07.2022 - Current
- Email and Scheduling
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Receptionist Administrator
Southerneyecenters
02.2023 - 02.2025
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
Home Care Provider
Self Employed
06.2015 - 07.2022
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
- Assisted disabled clients to support independence and well-being.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Assisted patients with self-administered medications.
- Increased patient satisfaction through effective communication and active listening skills to understand their concerns and preferences.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Promoted a safe home environment for patients by identifying potential hazards and implementing necessary adjustments.
Home care companion
HOME WELL SENIOR CARE
01.2015 - 06.2015
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
- Assisted disabled clients to support independence and well-being.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Assisted patients with self-administered medications.
- Increased patient satisfaction through effective communication and active listening skills to understand their concerns and preferences.
- Upheld strict standards of privacy and confidentiality in all aspects of caregiving, maintaining the dignity and respect for patients at all times.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
Supervisor of scheduling
GREENVILLE MENTAL HEALTH
04.2000 - 03.2004
- Appointments for 120 staff members Including Mental Health Professionals Psychiatrist, Nurses, and clients
- Handled admissions and intake medical records, and DSS patients
- Established strong relationships with stakeholders through regular communication and collaboration on scheduling matters.
- Implemented staff cross-training initiatives to ensure adequate coverage during peak periods or absences without compromising service quality or efficiency.
- Streamlined coordination between departments by establishing clear lines of communication on project timelines and resource requirements.
- Enhanced operational efficiency by closely monitoring resource allocation and promptly addressing any discrepancies or conflicts.
- Improved employee satisfaction with flexible scheduling options, addressing individual needs and preferences.
- Served as a trusted advisor to executive leadership on all matters related to scheduling, contributing valuable insights and recommendations for strategic planning efforts.
Head Receptionist
GBS LUMBER
06.1995 - 08.1999
- Payroll clerk, accounts receivable, sales and services; switch board
- Developed strong relationships with clients through attentive service, fostering loyalty, and repeat business.
- Assisted in training new receptionists on company policies, software applications, and best practices for optimal performance.
- Exceeded company goals for revenue growth through outstanding customer service efforts that led to increased bookings and referrals from satisfied clientele.
- Provided support during high-volume periods by effectively multitasking and prioritizing responsibilities under pressure.
- Actively participated in ongoing training opportunities for professional development, staying current on industry trends and best practices in receptionist roles.
- Proactively identified opportunities for process improvement and offered recommendations to management, leading to increased efficiency across various office functions.
- Maintained a well-organized reception area, contributing to a professional atmosphere and positive first impressions.
- Served as the primary point of contact for clients, providing exceptional service while addressing inquiries and resolving issues.
Education
High School Diploma -
Greenville High Academy
01.1993
Phlebotomist License -
Caning Hands
01.2020
Nursing Assistant Certificate -
Carolina Vocational Center
01.1996
Skills
- Scheduling
- Word Perfect-Spreadsheets
- Checking Data for completion/accuracy
- Billing Procedures
- Data Entry/10,000 keystrokes
- Verbal communication
- Schedule management
- Microsoft office
- Document preparation
- Scheduling appointments
- Billing and invoicing
- Scheduling and calendar management
- File organization
- Document scanning
- Inventory management
- Workflow optimization
- Customer engagement
- Office supply management
- Leadership and supervision
- Proofreading
- Supply inventory
Certification
CNA
Phlebotomist
Timeline
Receptionist Administrator
Southerneyecenters
02.2023 - 02.2025
Customer Service
United Physician Group
07.2022 - Current
Home Care Provider
Self Employed
06.2015 - 07.2022
Home care companion
HOME WELL SENIOR CARE
01.2015 - 06.2015
Supervisor of scheduling
GREENVILLE MENTAL HEALTH
04.2000 - 03.2004
Head Receptionist
GBS LUMBER
06.1995 - 08.1999
Phlebotomist License -
Caning Hands
Nursing Assistant Certificate -
Carolina Vocational Center
High School Diploma -
Greenville High Academy
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