Nasif Mia

Detail-oriented customer service and operations professional with 7+ years of experience supporting customers, maintaining accurate records, resolving account issues and managing high-volume data entry across healthcare, corporate and customer-focused environments.

Experience using Salesforce, Dayforce, ServiceNow and Microsoft Office and various reporting systems to improve data accuracy and deliver exceptional customer experiences. Recognized for strong attention to detail, productivity and ability to resolve complex issues while maintaining high quality standards.

Customer Operations Specialist at Maximus (2020-01 – 2026-07)

• Managed customer and employee records within Salesforce and Dayforce, reviewing and updating over 300 account records weekly while maintaining high data accuracy
• Resolved complex account inquiries by researching information across multiple internal systems, reducing average resolution times and improving overall customer satisfaction
• Audited employee and customer data for inconsistencies, identifying missing or incorrect records and coordinating corrections before impacting downstream reporting processes
• Created Excel tracking tools using Pivot Tables, VLOOKUPs, and conditional formatting to monitor case volumes, service requests and operational trends
• Processed high-volume data updates while adhering to strict compliance requirements and internal quality standards
• Collaborated with HR, operations and management teams to ensure accurate employee onboarding, status updates, payroll information and account maintenance within Dayforce
• Maintained detailed documentation of customer interactions, issues resolutions and follow-up actions within Salesforce to support operational transparency
• Consistently exceeded productivity goals while maintaining one of the highest accuracy rates within the team
• Utilized ServiceNow to track operational issues, monitor ticket progress, escalate high priority requests and maintain detailed audited documentation across multiple business processes
• Maintained a queue of 50+ active ServiceNow requests weekly, prioritizing urgent issues, tracking progress through resolution and ensuring timely communication with stakeholders

Customer Service Representative at Connection (2017-10 – 2019-12)

• Assisted customers with account inquiries, application statuses, eligibility questions and case-related concerns while maintaining high customer satisfaction scores
• Handled 60-80 inbound customer interactions daily through phone and system-based communications while documenting all activities within CRM systems
• Reviewed account information for completeness and accuracy before processing updates, reducing rework and preventing process delays
• Used Salesforce and internal databases to track customer cases, update records and ensure timely follow-up on unresolved issues
• Investigated discrepancies between customer records and system information, resolving data issues through research and coordination with internal departments
• Maintained performance metrics above departmental standards for quality assurance, accuracy, attendance and customer satisfaction
• Assisted new team members with navigating systems and understanding workflow requirements, contributing to faster onboarding and improved team productivity
• Generated Excel reports to track service trends, case outcomes and operational performance metrics

Bachelor of Business Administration in Business Administration – Queens College, City University of New York (2019)