Summary
Overview
Work History
Education
Skills
Timeline
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Nancy Doublin

Sequim,WA

Summary

With a proven track record at Amazon, Bank of America, and Murray's Disposal, I excel in customer service excellence and social media management, enhancing brand engagement and customer loyalty. Skilled in problem-solving and effective listening, I've consistently improved customer satisfaction and team efficiency, driving significant positive feedback and repeat business.

Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

29
29
years of professional experience

Work History

Customer Service Representative

Wilder Auto Center
04.2024 - 12.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Customer Service Representative

Waste Connections / Murray's Disposal
07.2019 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Marketing Assistant

Advance Management
10.2016 - 06.2019
  • Created engaging content for Pinterest, Facebook, and Instagram.
  • Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
  • Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
  • Strengthened brand identity with consistent messaging across various platforms including print, digital, and social media channels.
  • Improved website traffic, monitoring analytics data to inform adjustments to content strategy and search engine optimization efforts.
  • Enhanced customer engagement with the development of compelling content for email newsletters and blog posts.
  • Amplified social media reach, creating engaging visual assets such as infographics and videos for widespread distribution.

Customer Service Representative

Toyota of TriCities
11.2011 - 10.2016
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Lead

Amazon
10.2006 - 11.2011
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Improved team efficiency by implementing new training procedures and streamlining work processes.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Organized regular team meetings to share best practices, driving continuous improvement within the department.

Customer Service Representative

Bank of America
10.1995 - 05.1999
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

ParaLegal

Columbia Basin College
Pasco, WA

High School Diploma -

Kofa High School
Yuma, AZ
06-1977

Skills

  • Customer Engagement
  • Online Brand Engagement
  • Professional Email Communication
  • Effective Listening
  • Client Interaction
  • Cash Transaction Processing
  • Problem-Solving Skills
  • Social Media Management

Timeline

Customer Service Representative

Wilder Auto Center
04.2024 - 12.2024

Customer Service Representative

Waste Connections / Murray's Disposal
07.2019 - 05.2023

Marketing Assistant

Advance Management
10.2016 - 06.2019

Customer Service Representative

Toyota of TriCities
11.2011 - 10.2016

Customer Service Lead

Amazon
10.2006 - 11.2011

Customer Service Representative

Bank of America
10.1995 - 05.1999

ParaLegal

Columbia Basin College

High School Diploma -

Kofa High School

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Nancy Doublin