Nicketta Ivory

With more than a decade of experience in Customer Support, I consistently provide empathetic assistance and uphold top-tier service standards. I have a strong background in order management and managing high-volume operations, effectively supporting complex workflows for a wide range of clients. My expertise includes resolving technical problems and meticulously managing documentation to facilitate smooth collaboration among cross-functional teams.

Through proactive communication and prompt ticket resolution, I have maintained an average customer satisfaction rating of around 95%.

Process Assistant (ICQA) - Amazon

(2020-02 - 2026-02)

• Provides training staff on implementing and sustaining established process improvements in designated functional areas.
• Assists with special projects as requested by the Area Manager and senior leadership.
• Meets daily performance metrics for DMPO, carton count, mis-shipments, errors, force binding, and additional goals.
• Ensures compliance with all applicable federal, state, and local laws and regulations.
• Recognizes and mitigates safety hazards within the workspace.
• Completes start and end-of-shift reports, aligns staffing with plans, conducts audits (including Dock Doors and Simba's), performs sweeps, and executes Insta Cleans.
• Guides and develop Process Guides into Process Assistants, focusing on production responsibilities and standard operating procedures.
• Offers advice and support to specific team members to facilitate their understanding of changes and help them implement improved processes.
• Fosters and maintains a safe workplace while ensuring high standards for customer delivery quality.

Customer Service Associate IV - Lowe's Home Improvement

(2009-07 - 2020-01)

• Demonstrated versatility by gaining experience across multiple store departments, including Home Décor, Paint, Electrical, Installed Sales, Millwork, Front End, and Intern PSE.
• Conducted customer meetings to facilitate contract signings and sales processing.
• Coordinated installations, deliveries, and pickups to ensure timely and efficient service.
• Managed special orders, purchase orders, and receipt of materials.
• Processed credits for returned items and resolved order discrepancies.
• Redirected customer inquiries to appropriate associates and departments for effective issue resolution.
• Maintained order management systems, handled data entry, and utilized Sterling, Installation Management Systems, and Project tools.
• Processed payments and managed credit card account transactions.
• Established new credit card accounts to expand customer base.
• Delivered prompt and responsive service to optimize customer shopping experience.
• Procured materials required for various installation projects.
• Collaborated with professional installers and contractors to address and resolve installation challenges.

Assistant Store Manager - Fashion Metro

(2017-06 - 2018-11)

• Executed opening and closing procedures with precision.
• Conducted staff meetings to facilitate effective communication.
• Completed daily bank deposits for sales revenue.
• Maintained the order management system and performed data entry tasks.
• Generated comprehensive daily reports detailing sales, delivery, scheduling, and inventory.
• Processed payments for purchases and credit card accounts efficiently.
• Greeted customers in a courteous, professional, and welcoming manner.
• Implemented plan-o-grams to optimize sales and enhance customer experience.
• Delivered prompt, responsive service to improve the overall shopping experience and promoted sales.

Photo Specialist - Sam's Club Inc.

(2015-09 - 2017-06)

• Gained work experience in multiple store departments, including Cashier, Cafe, Member Services, Jewelry, Tires and Batteries, and the Marketing Team.
• Provided callers with comprehensive information such as company address, directions, fax numbers, website, and other relevant details.
• Processed customer purchases via phone and internet efficiently.
• Maintained the order management system and performed accurate data entry tasks.
• Organized sales invoices from previous days and compiled daily summary folders with corresponding sales totals.
• Generated daily reports that include sales, delivery, scheduling, and inventory.
• Processed payments for purchases and credit card accounts.
• Welcomed customers with professionalism, friendliness, and hospitality.
• Opened new credit card accounts for prospective clients.
• Delivered prompt and attentive service to enhance the shopping experience.
• Helped customers purchase special-order items.
• Encouraged sales.

Administrative Secretary - Croasdaile Village Retirement Homes

(2004-08 - 2008-08)

Provided comprehensive administrative support to executives, including managing calendars, coordinating meetings, and handling correspondence, ensuring smooth daily operations.

• Received and routed incoming calls and correspondence to promote timely communication.
• Maintained office supplies inventory by checking stock and ordering new supplies.
• Updated details in the company database by keying in customer contacts and delivery dates.
• Directed visitors to appropriate offices.
• Maintained appointment and event calendars for executives and department heads.

High School Diploma - Durham School of The Arts

Associate Degree - Applied Science Medical HealthCare - Durham Technology Community College