Heather Nicholls
Goldfield,IA
Summary
Dynamic professional with over 25 years of experience in customer service, including a notable tenure at First Bank. Excelled in roles requiring problem resolution and Microsoft Excel proficiency, significantly improving client relations and operational efficiency. Recognized for exceptional customer service and leadership skills, fostering trust and loyalty among clients and teams alike.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Representative
First Bank
09.2013 - Current
- 11 years of customer service experience in banking career, 25 years collectively throughout working careers
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Personal Caregiver
Wayne Schope
10.2020 - Current
- Maintained clean, safe, and well-organized patient environment.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Developed positive relationships with clients by demonstrating empathy, patience, flexibility, which led to increased trust between caregiver and client.
Mixologist
Handle Bar
06.2021 - Current
- Established a loyal customer base by consistently providing exceptional service and memorable experiences, leading to repeat business and positive word-of-mouth referrals.
- Provided exceptional customer service by engaging patrons in conversation while preparing their drinks efficiently and accurately.
- Promoted a positive work environment through effective communication and teamwork among colleagues.
- Managed cash handling procedures, ensuring accurate accounting of daily sales transactions.
- Received cash, made change, and issued receipts.
- Stored supplies according to bar policies and health code requirements.
Mixologist, Team Lead, Carside Specialist
Applebee's Neighborhood Grill & Bar
11.2003 - 03.2012
- Contributed positively towards workplace culture by fostering a collaborative and inclusive environment among bar staff.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Showcased adaptability in challenging situations, stepping up to cover unexpected absences or handle unforeseen issues during shift.
- Ensured timely order delivery, maintaining a high standard of food quality and presentation.
- Maximized customer convenience by offering curbside pickup options for online orders.
Education
No Degree - Elementary Education, Special Education
DMACC
Ankeny, IASkills
- Customer service
- Problem resolution
- Call center experience
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Product knowledge
- Documentation
- Customer relationship management (CRM)
- Building rapport
- Filing
- Sales expertise
- Recordkeeping strengths
- Spreadsheets
- Conflict mediation
Certification
- Certificate in General Insurance – In the State of Iowa
Languages
Spanish
Limited Working
Timeline
Mixologist
Handle Bar
06.2021 - Current
Personal Caregiver
Wayne Schope
10.2020 - Current
Customer Service Representative
First Bank
09.2013 - Current
Mixologist, Team Lead, Carside Specialist
Applebee's Neighborhood Grill & Bar
11.2003 - 03.2012
- Certificate in General Insurance – In the State of Iowa
No Degree - Elementary Education, Special Education
DMACC
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