David Nieves
Ocala,FL
Summary
Dynamic and results-driven professional with a proven track record of delivering exceptional customer experiences and driving business growth. Skilled in effective communication, technology utilization, and problem-solving. Adept at seamlessly integrating new team members, providing comprehensive training, and fostering a collaborative work environment. Demonstrated leadership, adaptability, and determination, with a solid foundation in customer service, sales, and technical proficiency. Leveraging a strong commitment to excellence and a versatile skillset to contribute value in a work-from-home role.
Overview
12
12
years of professional experience
Work History
Delivery Support Tier 2
Walmart
Bentonville, AR
11.2023 - Current
- Maintained comprehensive records of all client interactions, ensuring accurate documentation and seamless transition between support tiers.
- Minimized ticket escalation rates by proactively addressing recurring issues through root cause analysis and remediation efforts.
- Streamlined internal processes, implementing new tools and strategies to improve issue resolution times.
- Optimized incident management procedures through proactive identification of trends within support tickets, leading to targeted process improvements.
- Corrected KB 31426 through feedback
Trainer
Dollar Tree
Ocala, FL
04.2020 - Current
- Responsible for training new hires in warehouse safety and procedures
- The privilege of being a part of someone’s road to success
- Giving advice to help them increase their times for a higher pay rate
- Having 5 new hires hit standard rate within 2 weeks of starting although they’re given a month to hit rate.
Warehouse Associate
AutoZone
Ocala, FL
08.2018 - 04.2020
- Order Selector for weekend shift
- Stacked pallets and organized auto parts on a constant pace for 10+ hour shifts
- Drove heavy equipment vehicles including but not limited to forklifts.
Manager
Dunkin' Donuts
Ocala, FL
05.2015 - 08.2018
- Opening AM manager responsible early morning rush
- Managing up to 10 employees on any given day
- Responsible for creating schedule and keeping count of safe
- Had the best drive-thru times for 3 months in a row
- Generated for frequent clients by proving a welcoming experience and maintaining a happy staff
- Handled day-to-day operations
- Managed shifts
Customer Service Representative
AT&T
Ocala, FL
02.2012 - 05.2015
- Proficient and skilled Call Center Customer Service Representative with 3 years of experience delivering exceptional customer interactions
- Effectively handle inbound and outbound calls, addressing customer inquiries, resolving issues, and providing tailored solutions
- Utilize active listening and strong communication skills to ensure clear understanding of customer needs
- Expertise in navigating complex systems and databases to retrieve accurate information quickly
- Consistently meet and exceed performance targets, including call handling times, customer satisfaction, and sales goals
- Adapt at multitasking and time management to maintain high productivity levels
- Adept at remaining composed and professional in high-pressure situations
- Collaborate with team members and engage in continuous learning to stay updated on products, services, and industry trends
- Proven ability to create positive customer experiences and contribute to overall customer retention and loyalty.
Education
Diploma -
Belleview High School
Associate Of Applied Business - Business Management
College of Central Florida
Ocala, FLSkills
- Lesson Planning
- Curriculum Creation
- Planning and Coordination
- Group and Individual Instruction
- Course Development
- Research
- Information Security
- Creative Problem Solving
- Documentation
- Microsoft Office Expertise
- Professional Telephone Demeanor
- Data Entry
- Active Listening
- Critical Thinking
- Multi-Task Management
- Technologically Savvy
- Conflict Resolution
Timeline
Delivery Support Tier 2
Walmart
11.2023 - Current
Trainer
Dollar Tree
04.2020 - Current
Warehouse Associate
AutoZone
08.2018 - 04.2020
Manager
Dunkin' Donuts
05.2015 - 08.2018
Customer Service Representative
AT&T
02.2012 - 05.2015
Diploma -
Belleview High School
Associate Of Applied Business - Business Management
College of Central Florida