Nadine Fleming
Richmond,Virginia
Summary
As customer service professional, brings valuable with over 15 years experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Ll Flooring
09.2016 - 11.2024
- Managed and document incoming and outgoing client communication out-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained accurate and updated customer profiles using CRM and Salesforce
- Efficiently address, resolved internal, external inquiries via email, phone and chat
- Audit and processed contractor invoices packets for payment processing with adhering to company compliance standards
- Track and report all dates received from independent contractor for both assessments and installations
- Responded to customer request for products, services and company information
Inbound Call Center Representative
Comcast
08.2012 - 08.2016
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools
- Resolved complaints related to billing, products, services and equipment
- Enhanced communication skills through active listening, empathy and clear verbal responses during customer interactions
- Identified upsell sale, and new sell product and services
Department Supervisor
Kohls Department Store
09.2002 - 03.2012
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of 8 employees, delegated tasks and held each employee accountable for completing assignments.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled cash transactions, balancing tills, preparing deposits, cash register, returns and refunds
- Built and designed large displays weekly to promote specific products.
Customer Service Specialist
Overnite Transportation
01.1995 - 02.2002
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained customers and field managers database and updated files daily
- Handled new account log daily for new customers, created new call in accounts for field managers when calling in to set for customer with new services
- Completed special projects for customers if billing transactions were incorrect
- Reviewed BOL when mailed was returned for incorrect address
Education
Certificate of Technical Studies - Secretarial of Science
J Seargent Reynolds Community College
Richmond, VAHigh School Diploma -
Highland Springs High School
Richmond, VASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Customer relationship management (CRM)
- Organizational
- Detail Orientated
Accomplishments
- Telephone Service - Professionally processed 536 + calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction per department.
Timeline
Customer Service Representative
Ll Flooring
09.2016 - 11.2024
Inbound Call Center Representative
Comcast
08.2012 - 08.2016
Department Supervisor
Kohls Department Store
09.2002 - 03.2012
Customer Service Specialist
Overnite Transportation
01.1995 - 02.2002
Certificate of Technical Studies - Secretarial of Science
J Seargent Reynolds Community College
High School Diploma -
Highland Springs High School
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