Gina Ann Nielson
Wellsville,UT
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.Seasoned customer service representative looking to expand and maximize my people-oriented experience, communication skills, and problem-solving abilities while increasing my responsibilities.
Overview
11
11
years of professional experience
Work History
Executive Resolution Specialist
Vivint Home Security
Lehi, UT
06.2021 - 03.2024
- Reviewed and analyzed customer complaints to determine root cause of issue.
- Developed creative solutions to resolve customer disputes in an efficient manner.
- Participated in weekly team meetings to discuss progress on resolution cases.
- Utilized effective communication techniques when interacting with customers.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Maintained detailed records of all interactions with customers and internal teams.
- Provided feedback to management regarding customer satisfaction levels.
- Ensured compliance with company's dispute resolution procedures and guidelines.
- Monitored trends in customer inquiries to identify areas for improvement.
- Assisted customers with filing claims or grievances related to their disputes.
- Analyzed data from various sources to develop insights into dispute patterns and trends.
- Tracked open cases regularly and updated management on progress made towards resolution.
- Advised team members on best practices for handling difficult or sensitive situations.
- Communicated effectively with external stakeholders such as attorneys, mediators.
- Provided training to staff members on proper dispute resolution techniques and protocols.
- Drafted reports summarizing key findings from case investigations for senior management review.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
- Received payments and posted amounts to customer accounts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
Strategic Business Department
Vivint Home Security
Lehi, UT
06.2020 - 06.2021
- Reviewed and analyzed customer complaints to determine root cause of issue.
- Developed creative solutions to resolve customer disputes in an efficient manner.
- Participated in weekly team meetings to discuss progress on resolution cases.
- Utilized effective communication techniques when interacting with customers.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Maintained detailed records of all interactions with customers and internal teams.
- Provided feedback to management regarding customer satisfaction levels.
- Ensured compliance with company's dispute resolution procedures and guidelines.
- Monitored trends in customer inquiries to identify areas for improvement.
- Assisted customers with filing claims or grievances related to their disputes.
- Tracked open cases regularly and updated management on progress made towards resolution.
- Advised team members on best practices for handling difficult or sensitive situations.
- Provided training to staff members on proper dispute resolution techniques and protocols.
- Drafted reports summarizing key findings from case investigations for senior management review.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
- Received payments and posted amounts to customer accounts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Identified areas for improvement and developed plans to enhance operational efficiency.
- Developed test plans for system changes prior to implementation in order ensure accuracy of results.
- Identified needs of customers promptly and efficiently.
- Analyzed and tracked data to prepare forecasts and identify trends.
Advanced Troubleshooting
Vivint Home Security
Lehi, UT
08.2018 - 06.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
Technical Support
Vivint Home Security
Lehi, UT
01.2018 - 08.2018
- Troubleshooting system errors finding resolution on equipment related to home security
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Participated in special projects as assigned by management team.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customer in understanding products, components and systems using technical demonstration.
President
American Woman's of Antwerp Belgium
01.2013 - 01.2015
- Responsible for complete management, financial oversight, conflict resolution and adherence to laws and bi-laws
- Engaged with local government agencies and US Embassies
- Oversaw, promoted and engaged in multiple charity activities
- Organized and facilitated board meetings, strategic planning sessions, and annual conferences.
- Developed policies, procedures, and short-term and long-term goals for the organization.
- Represented the organization at community events and public forums to promote its mission.
- Collaborated with staff members to ensure operational efficiency of the organization.
- Established fundraising strategies to increase financial support for programs and services.
- Cultivated relationships with key stakeholders such as donors, volunteers, partners, and sponsors.
- Analyzed data from surveys to identify areas for improvement in organizational operations.
- Provided leadership and guidance on budgeting decisions to maximize resources available.
- Resolved conflicts between staff members by listening attentively and providing constructive feedback.
- Ensured compliance with all applicable laws related to nonprofit organizations.
- Acted as an ambassador of goodwill for the organization by engaging positively with external parties.
- Determined performance goals and offered tactics for achieving milestones.
- Delivered speeches and attended industry conferences to promote company image and engage with buyers.
- Executed on-time, under-budget project management to adhere to project road map.
Education
Skills
- Customer Relations
- Consumer Feedback Inquiry
- Solutions Management
- Customer Implementation
- Custom Solution Design
- Customer Relationship Management
- Solution Optimization
- Customer Service And Assistance
- Customer Satisfaction
- Customer Relationships
- Standards Compliance
- Compliance
- Case Settlement Abilities
- Summary Reports
- Improving Processes
Accomplishments
- 2017-Present, Executive Resolutions- Addressed highly escalated and fast paced escalations for executives.
- Customer Support
- Billing and Scheduling
- Advanced Technical Support
- Multiple Leadership Rolls
- Hospitality Director
- Venue Solicitor
- Public Speaking
- Extensive Travel
- Responsible for Budget/Expenditures
Timeline
Executive Resolution Specialist
Vivint Home Security
06.2021 - 03.2024
Strategic Business Department
Vivint Home Security
06.2020 - 06.2021
Advanced Troubleshooting
Vivint Home Security
08.2018 - 06.2020
Technical Support
Vivint Home Security
01.2018 - 08.2018
President
American Woman's of Antwerp Belgium
01.2013 - 01.2015
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