Nadia Olson

• Developed and maintained customer accounts by accurately recording customer information.
• Researched and resolved customer inquiries regarding billing issues or payment disputes.
• Provided exceptional customer service by responding promptly to phone calls and emails from customers.
• Received, prioritized and responded to multiple points of customer communication.
• Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
• Identified customer needs by asking questions and advising on best solutions.
• Greeted and assisted customers to foster positive experiences.

• Started as a Service Consultant Associate and advanced to a Service Consultant.
• Answered daily phone calls to resolve customer issues efficiently including questions and addressed concerns. Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
• Assessed customer needs and upsold products and services to maximize exsisting customer retention when it comes to making payments towards regular payments and renewals. Rental/home owners insurance offers.
• Have received R & R for achievements as Top Performer and Rising Star.
• Did get " kudos " for assisting new hires to be more comfortable with new work environment.
• Did get " kudos " from customers in regards to assisting them with concerns, questions and escalated call issues.

Started in Credit Granting Department, moved to Customer Service and in July of 2016 I did receive a promotion as a Specialist in Customer Service Department. I received calls from Customer Service associates in regards to how to handle and process calls for customers and store associates. I handled
escalated calls that come in from executive offices at various Macy's store locations. I also received calls from customers regarding account information such as billing, payments,adjustments,
disputes etc.

Customer cashier and providing customer service. Excelled in exceeding daily credit card application
goals. Recommended, selected and helped locate merchandise based on customer needs and
desires. Regularly sought opportunities to up sell and add on additional merchandise. Maintained
up-to-date knowledge of store policies regarding payments, returns and exchanges. Stocked and
rotated inventory regularly. Replenished merchandise shelves with items from the stockroom.

Worked as a team member performing cashier duties, product assistance and cleaning. Prevented store losses using awareness, attention to detail and integrity.

Developed highly empathetic client relationships. Managed quality communication and customer support for each client. Worked under strict deadlines and responded to service request and emergency call outs. Promptly responded to general inquiries from members, staff and clients via mail and email. Guaranteed positive customer experiences and resolved all customer complaints. Developed new customer prospects or referrals.