NICOLE BROWN
ALBANY,US
Summary
Customer Service Representative with 6+ years of experience excelling in high-pressure environments, adept at resolving conflicts and enhancing customer loyalty. Skilled in active listening, communication, and problem resolution, with a proven track record of improving customer satisfaction and retention. Possesses strong relationship-building abilities and a commitment to teamwork, aiming to leverage these skills to foster a supportive and efficient service environment.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Cigna
OR
03.2023 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Teleperformance
OR
03.2022 - 11.2022
- Worked as a Teleperformance Agent for Fedex Shipping Company, tracing packages and helping customers maintain their trust in the company.
Chat Agent
Apple
01.2021 - 03.2022
- Helped customers with any technical difficulties and assisted with device setup and activation.
Server
Cheddar's Scratch Kitchen
Columbus, Georgia
07.2019 - 01.2021
- Work From Home.Provided exceptional customer support by efficiently tracing shipments, enhancing client trust and satisfaction with timely updates.
- Resolved customer inquiries through effective communication, resulting in noticeable improvements in customer retention rates.
- Demonstrated a positive attitude and strong problem-solving skills, contributing to a supportive work environment and team morale.
- Work From Home.Assisted customers in troubleshooting technical issues, enhancing user satisfaction and building loyal relationships through effective communication.
- Worked closely with cross-functional teams to streamline device setup processes, resulting in improved customer onboarding experiences.
- Developed comprehensive FAQs and troubleshooting guides, empowering customers to resolve issues independently and reducing support volume.
- Greeted customers with an uplifting tone to complete food services and catering services to customers with upstanding satisfaction.Delivered exceptional service by anticipating customer needs, resulting in consistently high satisfaction ratings and repeat business.
- Managed multiple tables efficiently, ensuring timely food delivery and enhancing overall dining experience for guests.
- Collaborated with kitchen staff to ensure accurate order fulfillment, fostering a harmonious work environment and improving service speed.
- Maintained accurate records of orders and payments, ensuring financial integrity and compliance with restaurant policies.
Education
GENERAL STUDIES - undefined
Kendrick High School
Columbus, GAMEDICAL BILLING AND CODING - undefined
Miller-Motte Technical College
NC08.2025
Skills
- Customer service
- Computer literacy
- Food service
- Communication skills
- Time management
- Documentation review
- Microsoft Excel
- Microsoft Word
- Physical examinations
- English
- Guest services
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
Languages
Spanish
English (Native)
Extra Curricular Activities
Volunteer at Magnolia Manor, Mondays, Tuesdays, and Wednesday Mornings
Awards
- Honor Roll, Perfect Attendance
Timeline
Customer Service Representative
Cigna
03.2023 - 07.2025
Customer Service Representative
Teleperformance
03.2022 - 11.2022
Chat Agent
Apple
01.2021 - 03.2022
Server
Cheddar's Scratch Kitchen
07.2019 - 01.2021
GENERAL STUDIES - undefined
Kendrick High School
MEDICAL BILLING AND CODING - undefined
Miller-Motte Technical College