Nancy Carlson
Miami
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and exceeding sales targets at Cricket Wireless. Skilled in active listening and data entry, adept at resolving conflicts and improving service delivery. Recognized for outstanding performance, demonstrating exceptional call center experience and a commitment to excellence.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Convey Health Solutions
11.2024 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services.
Front Desk Receptionist
Leung Healthcare
05.2021 - 06.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Customer Service Representative
Telerperformance
09.2018 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Fanuel Group
10.2017 - 09.2018
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Cricket Wireless
02.2015 - 10.2017
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
GED -
Bucks County Community College
Newtown, PA06-1993
Skills
- Active listening
- Call center experience
- Customer service
- Data entry
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Convey Health Solutions
11.2024 - 01.2025
Front Desk Receptionist
Leung Healthcare
05.2021 - 06.2022
Customer Service Representative
Telerperformance
09.2018 - 12.2020
Customer Service Representative
Fanuel Group
10.2017 - 09.2018
Customer Service Representative
Cricket Wireless
02.2015 - 10.2017
GED -
Bucks County Community College
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