Nicole White
Stone Mountain,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. 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
11
11
years of professional experience
Work History
Customer Experience Representative
Unum
07.2022 - Current
- Delivered personalized support by understanding individual client needs and preferences, leading to increased loyalty.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
- Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
- Conducted training sessions for team members on best practices in customer service, and increasing productivity.
- Documented customer interactions in internal database to maintain customer service history details.
- Utilized telephone and email platforms to deliver outstanding customer service.
Insurance Specialist
TTEC
07.2021 - Current
- Maintain an appropriate remote work environment
- Assist existing customers and quickly asses their needs based on customer location
- Ability to multitask and research answers for customers while on the phone
- Managed 50-100 calls per day
- Transfer calls to corresponding departments when applicable
- Exceed daily customer satisfaction goals
- Remaining current on state guidelines for Insurance and knowledgeable of minimum state requirements
Customer Service Representative Team Lead
BCT
05.2018 - 07.2021
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets
- Prospected 2 new weekly leads with diverse strategies, including cold calling and customer referrals
- Coordinated innovative strategies to accomplish objectives and boost long-term profitability
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Customer Service Representative
Lowes Home
02.2017 - 04.2018
- Exceeded daily credit card application goals
- Helped customers locate products and checked store system for merchandise at other sites
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Delivered consistently accurate orders, including fulfillment of all special requests and menu alterations
- Provided warranty information to customers purchasing covered items and services
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
Server
Gamex - Restaurant And Bar
12.2015 - 04.2016
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Arranged and prepared tables for customers to provide guests with excellent experiences and foster repeat business
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences
- Reported concerns about intoxicated guests to management, contributing to safe and welcoming environments for all patrons.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Sales Associate
Macys
04.2014 - 09.2015
- Helped customers locate products and checked store system for merchandise at other sites
- Prepared merchandise for sales floor by pricing or tagging
- Engaged with customers to effectively build rapport and lasting relationships
- Various Skills and talents
Education
Some College (No Degree) -
Georgia Gwinnett College
High School Diploma -
Stephenson High School
05.2010
Skills
- Complaint resolution
- Service standard compliance
- Sales expertise
- Database Management
- Product and service sales
- Staff management
- Point of sale operation
- Documentation and control
- Training and development
- Credit and collections
- Microsoft Office Suite
- Team Leadership
- Various Skills and Talents
- Licensed insurance agent
- Computers:
- Advanced Outlook (Excel, Powerpoint, Work, Outlook),
- Advanced content strategy for company branding
- Recruitment Expertise and Program management design
- Communication: Presentation, Negotiation, Interviewing, Team-
- Building, Sales Strategy, Public Speaking, Social Dynamics
- Consistent Leadership Education
- Communication Expert with Recruitment, onboarding, training, and
- Delegation
Timeline
Customer Experience Representative
Unum
07.2022 - Current
Insurance Specialist
TTEC
07.2021 - Current
Customer Service Representative Team Lead
BCT
05.2018 - 07.2021
Customer Service Representative
Lowes Home
02.2017 - 04.2018
Server
Gamex - Restaurant And Bar
12.2015 - 04.2016
Sales Associate
Macys
04.2014 - 09.2015
Some College (No Degree) -
Georgia Gwinnett College
High School Diploma -
Stephenson High School
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