Dylan Nicklin

• Proficient in using HubSpot, Nova, and multiline phone systems to efficiently handle calls and maintain accurate customer records.
• Managed high volume call intake, providing exceptional customer service to callers.
• Leveraged in-depth product and service knowledge to address customer inquiries and resolve issues effectively.
• Demonstrated empathy and professionalism while assisting distressed callers, ensuring their needs were met and concerns were addressed.
• Built strong rapport with customers, fostering positive relationships and enhancing brand loyalty.
• Collaborated with cross-functional teams to communicate customer feedback, contributing to product and service improvements.
• Received positive feedback and recognition from supervisors for consistently meeting or exceeding performance targets. (Promoted within 6 months).

Pre-COVID Responsibilities:

• Represented the Mayor by attending events and speaking publicly on their behalf.
• Presented certifications or proclamations to various organizations or establishments, showcasing the city's recognition and support.
• Maintained professionalism and conveyed the Mayor's message effectively during public appearances.

COVID Adaptation:

• Successfully transitioned to remote work during the pandemic, handling a high volume of calls from distressed constituents.
• Demonstrated exceptional communication skills while addressing concerns and providing guidance on COVID protocols, grants, unemployment, and other relevant topics.
• Remained calm under intense pressure, ensuring constituents felt heard, understood, and supported during challenging times.
• Exercised empathy to connect with callers, showing genuine concern and understanding for their situations.
• Developed solutions and provided accurate information, assisting constituents in navigating complex processes and resolving their issues effectively.