Niani Peebles

Provided exceptional customer service to members via phone, email, and in-person interactions. Assisted with account inquiries, transaction processing, and problem resolution while ensuring compliance with financial regulations and internal policies.

Assisted patrons in locating library materials, navigating the catalog system, and answering inquiries related to library policies, resources, and events. Performed daily tasks such as checking materials in and out, managing holds, and processing overdue fines.

Integrated Salesforce, Athena, Excel, and G Suite into customer support operations, streamlining processes and reducing customer support requests by 50% through the implementation of chatbots and AI-driven self-service tools. Enhanced first-call resolution rates by 75% through the design and delivery of training programs on sophisticated technology tools for customer service representatives.

Spearheaded the implementation of a new CRM system, streamlining customer information management for personalized customer interactions. Improved survey response rates by 50% through the development and launch of a customer feedback survey using Google Forms, yielding valuable customer insights.

Attained a 95% customer satisfaction rate on an average of 50 incoming calls daily by employing effective communication skills and resolving financial aid concerns efficiently. Implemented streamlined call processing protocol and efficient data retrieval techniques, resulting in a 20% reduction in call duration.

Studied English with relevant coursework in Technical Writing (Certified), Python, and Cybersecurity. Focused on developing strong communication and technical skills.