Nicole Robinson
Houston,TX
Summary
Hardworking, knowledgeable and dedicated customer service professional with over 6 years of extensive experience in the work at home industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Remote - CDC Federal Project
Pnc Financial Services Group, Inc.
Charlotte, MI
05.2021 - 07.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting vaccine appointments, answered questions about COVID vaccines, and updated vaccine appointment locations.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding different COVID vaccines.
- Responded to customer comments and questions via Live Chat during shifts.
- Answered over 50 calls per shift to meet fast-paced call center demands.
Remote Florida Vaccine Hotline Representative
Mass Markets
City, STATE
01.2021 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Acted as first point of contact and set appointments for COVID-19 vaccines.
Virtual/Chat Technical Support Representative
OneSupport
City, STATE
08.2019 - 03.2020
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Increased sales by 50% by educating prospects on benefits of products and services in comparison to competitors.
- Used One Support ticketing systems to manage and process service tickets for equipment maintenance requests.
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Managed high levels of call flow and responded to phone technical support needs of residential and small business customers.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Answered support calls within 10 seconds to minimize delays and subsequent abandoned calls.
- Contacted customers to collect payments, verify and ad consistently providing timely, accurate and customer-o.
- Double-checked customer order information before fill unnecessary delays.
- Managed approximately 30 incoming orders.
- Streamlined operations and prioritized tasks, allowing.
- Explained menu to customers.
Remote - Pizza Hut Order Entry Agent
Franchise First
City, STATE
08.2018 - 01.2020
- Contacted customers to collect payments, verify and add to existing information, consistently providing timely, accurate and customer-oriented service.
- Double-checked customer order information before filling out order forms to prevent unnecessary delays.
- Manage approximately 30 incoming inbound order calls for Pizza Hut restaurants across United States.
- Streamlined operations and prioritized tasks, allowing call times to decrease by 25%.
- Explained menu to customers, received food orders, helped to put in delivery and pick-up orders.
Work From Home- Chat/Email Product Specialist
Concentrix
City, STATE
08.2018 - 12.2018
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of Apple product line and listened to customer needs and desires to identify and recommend optimal products.
- Educated customers on promotions and policies to enhance sales and sign up for store loyalty programs and provided details about key benefits.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Communicated accurate information about promotions, prices for customer programs and products, providing exceptional customer service and driving retention.
- Met and exceeded up sell goals and increased sales 25% by offering advice on purchases and promoting additional products.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in iOS and Mac OS products.
- Logged phone numbers and email addresses to contact customers for follow-ups.
Work From Home - Billing Specialist
SITEL Worldwide Corporation
City, STATE
07.2017 - 08.2018
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Assisted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Pursued and processed payments for outstanding balances.
- Answered phone calls and provided friendly, knowledgeable service regarding customers’ bills, accounts, and services.
- Updated accounts with latest personal details and payment information.
- Dealt with problems with calm and professionalism to deliver optimal resolutions.
- Promoted consistent accuracy of billing information by reconciling 100 accounts monthly.
- Reviewed customer survey information to prioritize areas of improvement.
- Up sold cable products and services to customers.
Virtual-Customer Service Representative
ViaSource Solutions
City, STATE
01.2016 - 07.2017
- Quickly and effectively resolved customer issues and complaints using natural friendliness and superior interpersonal and customer service skills.
- Documented all inquiries and complaints, sold additional services by recognizing opportunities to up-sell accounts and explain new features.
- Continuously maintained call center database by entering information.
- Kept equipment operational by following established procedures and reported malfunctions.
- Assisted approximately 100 customers each day with diabetic equipment and medical insurance questions.
- Answered 50+ inbound calls per day and directed to designated individuals or departments.
Inbound/Outbound Call Center-Student Fundraiser
Florida State University Phone Center
City, STATE
08.2014 - 02.2016
- Provided accurate and appropriate information in response to alumni inquiries.
- Demonstrated mastery of customer service call script within specified time-frames.
- Improved customer ratings by 50%.
- Managed high call volume with tact and professionalism.
- Raised approximately $5000 in funds during Aug. 2014 - Feb. 2016.
- Increased fundraising numbers by over 25% by leveraging effective communications and outreach strategies.
- Composed grant proposals and fundraising newsletters to raise capital for non-profit organizations.
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
Education
Bachelor of Arts - Cultural Anthropology
Florida State University
Tallahassee, FL12.2025
Associate of Arts - Psychology
Miami Dade College
Miami, FL12.2021
High School Diploma - Law
Law Enforcement Officers Memorial High School
Miami, FL06.2014
Skills
- Sale Expertise
- Technical Support
- Great Listening Skills
- Quick Learner
- Troubleshooting and resolution
- Mac Systems
- Upbeat and Positive Personality
- Understanding Customer Needs
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
Timeline
Remote - CDC Federal Project
Pnc Financial Services Group, Inc.
05.2021 - 07.2021
Remote Florida Vaccine Hotline Representative
Mass Markets
01.2021 - 05.2021
Virtual/Chat Technical Support Representative
OneSupport
08.2019 - 03.2020
Remote - Pizza Hut Order Entry Agent
Franchise First
08.2018 - 01.2020
Work From Home- Chat/Email Product Specialist
Concentrix
08.2018 - 12.2018
Work From Home - Billing Specialist
SITEL Worldwide Corporation
07.2017 - 08.2018
Virtual-Customer Service Representative
ViaSource Solutions
01.2016 - 07.2017
Inbound/Outbound Call Center-Student Fundraiser
Florida State University Phone Center
08.2014 - 02.2016
Bachelor of Arts - Cultural Anthropology
Florida State University
Associate of Arts - Psychology
Miami Dade College
High School Diploma - Law
Law Enforcement Officers Memorial High School
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