Joy Nicolas
Moravian Falls,NC
Summary
Results-driven individual with extensive experience in customer care and cleaning services. Proven ability to maintain high standards of service while collaborating effectively with teams, ensuring customer needs are met, and enhancing operational efficiency through attention to detail and strong communication skills.
Overview
8
8
years of professional experience
Work History
Customer Care
Carolina West Wireless
09.2025 - 08.2026
- Utilized written and verbal communication to resolve customer inquiries promptly and effectively.
- Handled and transferred calls while coordinating outgoing communications to ensure seamless customer experience.
- Acted as Tier 1 Technical Support for troubleshooting service and device issues.
- Used CPNI Guidelines to verify callers and prevent fraud attempts.
- Processed payments on customer accounts for bills and/or devices.
- Maintained detailed notes for each interaction to support ongoing customer care and service improvement.
- Submitted tickets and requests to appropriate departments for Tier 2 Technical assistance and/or administrative procedures and/or Supervisor assistance.
- Achieved all internal Key Performance Indicator goals within the first 12 weeks of employment, including 95% first contact resolution, and 94% call quality scores.
Cleaner/Housekeeper
The Green Cleaners
06.2024 - 08.2025
- Cleaned residential and commercial spaces using eco-friendly products to promote a healthier environment.
- Sanitized bathrooms to uphold hygiene standards for toilets, sinks, countertops, mirrors, and floors.
- Maintained cleanliness of floors through sweeping and mopping.
- Sanitized frequented areas and equipment using approved supplies.
- Organized and restocked cleaning supplies to ensure operational efficiency.
- Operated various cleaning equipment, including vacuum cleaners and leaf blowers.
- Collaborated with team members to complete large-scale cleaning projects efficiently.
- Conducted routine inspections to identify areas needing special attention or deep cleaning.
- Followed safety protocols to ensure a secure working environment for all staff.
Account Manager/Sales
FireFold Technologies
03.2018 - 03.2021
- Managed business relationships between FireFold and partner companies to foster collaboration and growth.
- Maintained existing client relationships and ensured client satisfaction.
- Acted as customer advocate and worked with internal departments to ensure client’s needs are understood and met.
- Resolved client complaints and proactively developed solutions to enhance customer satisfaction.
- Identified new business opportunities via cold calls and incoming business-to-business inquiries.
- Handled transaction processing to ensure accurate order fulfillment. for new and recurring orders.
- Acquired materials for low voltage installers, including data racks, copper and fiber optic cables, patch panels, and tools, to support project needs.
Education
Associate of Arts -
Wilkes Community College
Wilkesboro12-2014
Skills
- Technical support
- Customer service
- Relationship building
- Attention to detail
- Decision-making
- Communication
- Time management
- Adaptability
Leadership Experience
- Assistant Manager
- Head Bartender
- Account Manager
- Drop Shipping
Timeline
Customer Care
Carolina West Wireless
09.2025 - 08.2026
Cleaner/Housekeeper
The Green Cleaners
06.2024 - 08.2025
Account Manager/Sales
FireFold Technologies
03.2018 - 03.2021
Associate of Arts -
Wilkes Community College