Angel Nieves
Union City,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
JetBlue Airlines
2021.01 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Streamlined communication processes for improved information exchange between customers and team members.
Technician Specialist
Hvac Technologies
2018.04 - 2020.03
- Increased customer satisfaction by providing prompt and accurate technical support.
- Collaborated with team members to complete complex projects within established timelines.
- Contributed to the successful completion of high-stakes projects through meticulous attention to detail and task prioritization.
- Served as a subject matter expert within the technician specialist team, mentoring colleagues on advanced techniques and methodologies for troubleshooting challenging issues.
- Used ticketing systems to manage and process support actions and requests.
Assistant Manager
Dominos Pizza
2014.01 - 2018.04
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
Education
High School Diploma -
West Broward High School
Pembroke Pines, FLSkills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Customer Complaint Resolution
- Customer Relationship Management (CRM)
- Call Control
- Microsoft Office Suite proficiency
- De-Escalation Techniques
Languages
Spanish
Full Professional
Timeline
Customer Service Agent
JetBlue Airlines
2021.01 - Current
Technician Specialist
Hvac Technologies
2018.04 - 2020.03
Assistant Manager
Dominos Pizza
2014.01 - 2018.04
High School Diploma -
West Broward High School
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