Looking for a job

Nia Mckie

@epiphanymckie

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Experienced customer success expert who is eager to foster success, through collaborative efforts.

United States

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What I'm looking for

Seeking a role emphasizing transparent communication, continuous growth, and collaboration. I'm driven by career advancement, valuing a supportive team and a balanced work life. I bring dedication to meaningful contributions. In summary, I aspire to a role that prioritizes communication, fosters growth, and aligns with a fulfilling work life.

Dedicated Customer Success Manager excels in support, satisfaction, and retention. Specializes in seamless product adoption, bridging customers, managers, and executives. Thrives working independently and cross-functionally. Boosts customer health, improving satisfaction by 20% in 3 months. Expert in personalized experiences and strategic planning.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Heartland Dental

Apr 2024 - Present (1 year 8 months)

Supported 80+ patients daily across phone, email, and chat, improving first-contact resolution to 95% and contributing to an 18% increase in retention; streamlined insurance claims to cut denials by 20% and boosted client satisfaction.

Cross Functional Collaboration Customer Service CRM Patient Support Insurance Claims Customer Feedback Retention Strategies First Contact Resolutions First Contact Resolution

Customer Support Associate

Hotel Ballast

Jul 2019 - Apr 2024 (4 years 9 months)

Provided high-quality support to 50+ guests daily, trained 10+ new hires which improved team response time by 25%, and managed billing and administrative tasks to maintain efficient event operations with 95% guest satisfaction.

Customer Service Training Event Coordination Billing Vendor Management Records Management Issue Resolution Communication

Guest Relations

Drift

May 2021 - Oct 2023 (2 years 5 months)

Supported multi-channel escalations and resolved customer issues with empathy, boosting retention by 18%; implemented staff scheduling procedures to balance high-volume workflows and maintained accurate records to improve day-to-day efficiency.