Jacobi Nicolas
Hudson,FL
Summary
Hardworking Customer Service Representative with experience working with an international customer base. 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
10
10
years of professional experience
Work History
Virtual Customer Service Agent
Neiman Marcus
05.2015 - Current
- Assist customer with making purchases with a fortune 500 company.
- Prompt resolution of customer problems/complaints.
- Acquire and maintain current up-to-date product knowledge.
- Ability to answer customer questions with appropriate and accurate information.
- Possess skills necessary for decision-making and retention.
Technical Support
Concentrix, Apple Care
05.2012 - 05.2015
- Assist customers over the phone.
- Speak confidently to customers making technical jargon easy to understand.
- Use of soft skills for customer service.
- Understand customer’s concerns and issues to provide them with the best service available.
- Understand and articulate the needs of a customer in order to upsell products that would prevent issues from re-occurring.
- Providing welcoming and friendly customer service throughout the duration of the call.
- Multi-tasking.
- Walking customers through every step of the repair process and explaining clearly so the customer understands.
- Remotely connecting to customer’s computers and respecting their privacy by requesting access to any folders or applications being accessed.
Call Center Agent
PDS
Stafford, VA
01.2011 - 04.2012
- Interview survey participants by telephone.
- Communicate to participants the importance of the survey.
- Ensure data integrity standards.
- Recording, analyzing and distributing information.
- Monitoring Performance.
- Assessing requirements and ensuring that these are met.
- Follow a scripted questionnaire verbatim.
- Enter responses accurately into a computer system while speaking with respondents.
- Attempt to convert respondents who have previously opted not to participate in a survey.
- Maintain strict quality standards while conducting surveys.
- Support and provide superior service.
- Use questioning and listening skills to support effective telephone communication.
- Applying proper telephone etiquette to satisfy various customer situations.
- Understand the impact of attitude in handling calls professionally.
- Applying the elements of building positive rapport with different types of customers over the phone New Avenues (Rent to Own) Stone Mountain GA (678) 904-3532.
Education
Science
Old Dominion University Computer
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Colonial Forge High School
Skills
Call center operations
Online chat
Customer experience management
Account services
Multi-line phone talent
Retail store support
Professional telephone demeanor
Complaint resolution
Service standard compliance
Order fulfillment
Money handling abilities
International sales support
Timeline
Virtual Customer Service Agent
Neiman Marcus
05.2015 - Current
Technical Support
Concentrix, Apple Care
05.2012 - 05.2015
Call Center Agent
PDS
01.2011 - 04.2012
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Colonial Forge High School
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Science
Old Dominion University Computer