Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Cantarella

Olyphant,PA

Summary

Versatile Team Support Specialist skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

12
12
years of professional experience

Work History

Student Services Team Support Specialist

Penn Foster
09.2023 - Current
  • Delivered extensive support to team members, leading to enhanced performance and heightened productivity
  • Improved team efficiency through streamlined communication and implementation of effective collaboration tools.
  • Collaborated with cross-functional teams to ensure seamless workflow and facilitate information sharing across departments.
  • Proactively identified and addressed potential issues, successfully resolving conflicts within team before they could escalate.
  • Contributed to development of company policies and procedures, ensuring clear understanding of expectations and requirements among all team members.
  • Engaged in cross-functional team-building activities.
  • Utilized ticketing systems for efficient management and processing of support actions and requests.
  • Sustained servers and systems to ensure operational continuity during peak periods.

Student Services Advocate

Penn Foster
09.2018 - 09.2023
  • Assisting students by phone with morale, issues, financials, and additional support as needed.
  • Assessing student accounts to diagnose potential risks in academics, finance, and technology.
  • Volunteering to have new hires shadow and educate them on daily phone tasks.
  • Operating multiple programs concurrently (Five9, AS400, web browser, Microsoft Office).
  • Conducted huddles/training sessions for new hires and colleagues.
  • Presented huddles/training for new hires & colleagues.
  • Enhanced student retention rates through one-on-one guidance in navigating academic challenges.
  • Established safe spaces for open dialogue among students, fostering a sense of belonging within the school community.

Associate Trainer

Panera Bread
07.2012 - 08.2018
  • Certified trainer mentoring new hires for 4 years.
  • Contributed to implementing training plans.
  • Managed and trained a new team at a recently established store location.
  • Served as Assistant Catering Coordinator, interacting with clientele, facilitating food orders, and generating daily production reports.
  • Evaluated trainee performance and provided constructive feedback for continuous improvement.
  • Conducted post-training assessments to gauge success and identify areas for improvement in future sessions.
  • Demonstrated correct procedures and ensured compliance with standards consistently.
  • Maintained high standards of cleanliness and sanitation through regular inspections and staff training.
  • Delivered excellent customer service by addressing client concerns promptly and professionally.
  • Contributed to food preparation and presentation, ensuring adherence to high-quality standards.
  • Collaborated with team members to execute seamless catering events for clients.

Education

Bachelor of Science - Communications

Penn State University-Scranton
Dunmore

Skills

  • Microsoft Office
  • Customer Service
  • Web Design and Photoshop
  • Written and Verbal Communication
  • Social Media Communication
  • Versatility with PC and Mac computers
  • Equipment and Installation Maintenance
  • AS400 Expert
  • Problem Solving
  • Conflict Resolution
  • Time Management/prioritization
  • Multi-tasking
  • Calm under pressure
  • Chameleon ever changing environment/fast pace

Timeline

Student Services Team Support Specialist

Penn Foster
09.2023 - Current

Student Services Advocate

Penn Foster
09.2018 - 09.2023

Associate Trainer

Panera Bread
07.2012 - 08.2018

Bachelor of Science - Communications

Penn State University-Scranton

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Nicole Cantarella